Director - Enterprise Application Operations

Children’s Hospital of Philadelphia•Philadelphia, PA

About The Position

CHOP's Digital Transformation strategy includes an imperative to accelerate the adoption of modern enterprise application capabilities to advances our mission of quality care, seamless experiences, and transformative research. As the Director of Enterprise Applications Operations, you will play a vital role in defining CHOP's Software as a Service application strategy, leading our application operational excellence program, progressing our integration and optimization imperatives, and ensuring maximum capture of value. The Director of Enterprise Applications Operations will report to the Vice President of Enterprise Applications and will become a member of the Enterprise Applications Leadership Team. As the leader for enterprise application operations at CHOP, this role will partner with departmental leaders across Digital Technology Services, Clinical, Business, and Research areas to ensure application solutions and vendors are exceeding the needs of the organization. This individual will promote a "smart applications" culture designed to maximize value-based adoption of modern technology capabilities, while aiding us in eliminating existing legacy platforms. The Director of Enterprise Applications Operations will establish and lead CHOP's Application Center of Excellence (ACoE), focusing on the core areas of governance, brokerage, and adoption. The ACoE will be the primary governing body over the use of enterprise applications at CHOP and will establish usage guidelines, technological roadmaps, define key security guardrails, and determine appropriate financial controls. The leader will define our brokerage strategy for enterprise applications and manage application service providers. The Director of Enterprise Applications Operations will also lead our application rationalization program to significantly and thoughtfully increase adoption of modern application technologies to reduce CHOP's application footprint, improve experiences, and provide access to modern capabilities including generative AI. As the leader, this individual will be accountable for the financial governance over application consumption (P&L), will partner closely with Supply Chain in the management of our strategic partner relationships, will codify key consumer personae and establish experience-based objectives, and maintain our strategic roadmap for enterprise application technologies. The Director of Enterprise Applications Operations will adopt an Agile-based (e.g., scrum) operating model for the development of new capabilities and maintain a prioritized backlog of approved demands. The leader will establish Objectives & Key Results used to define and measure our strategic application imperatives, and Key Performance Indicators to drive optimal outcomes and improve efficiencies. The Director of Enterprise Applications Operations will be expected to develop deep relationships with key stakeholders within Digital Technology Services including Enterprise Technology, Information Security, and Data & Analytics. The lead will also form strong partnerships with key application consumers including teams across research, and those in business and clinical areas. The Director of Enterprise Applications Operations will provide regular updates to executive leadership on the status of our application programs, updates on security & audit activities, insights into cost efficiencies, and a look-ahead at emerging capabilities to generate excitement and foster innovative thinking. This is an exciting opportunity for an experienced enterprise applications leader to work with senior technologists, researchers, business leaders, and clinicians across CHOP to develop the strategy and vision for application adoption and value capture. This leader will have the opportunity to redefine the technology landscape at CHOP by introducing novel capabilities that accelerate the achievement of outcomes, deliver improved user experiences, and realize significant cost efficiencies. Enterprise applications are an enabler of our vision for Digital Transformation at CHOP, and the Director of Enterprise Applications Operations has an important role in aiding us to achieve our desired breakthroughs.

Requirements

Bachelor's Degree Computer science, computer/software engineering, information technology or similar field of study. Required
At least five (5) years experience in a management role leading enterprise cloud teams. Required
Ensure that the team has an effective organizational development, training and succession plan that in aligns with our overall workforce and location strategy.
Ability to manage and balance multiple projects, effectively communicate goals, timelines, and challenges and set customer expectations.
Proven vendor management, with a focus on SaaS technologies and applications.
In depth understanding of ITIL processes

Nice To Haves

Master's Degree Computer science, informatics, information systems, economics, mathematics, or another quantitative field. Preferred
Healthcare and/or life-sciences experience is preferred.
Direct expertise with enterprise deployments of applications
Experience with Application Lifecycle implementation in ServiceNow
IT Infrastructure Library Foundations (ITIL) - Various - Preferred
Change Management Certification - PROSCI - Preferred

Responsibilities

Collaborate with stakeholders to understand business needs and translate them into technical requirements and solutions.
Establish the perquisites necessary for world-class operational excellence of SaaS solutions at CHOP. Partner with Application Leadership to identify, define, develop, and publish KPIs and operational scorecards which monitor SaaS system performance.
Conduct assessments to ensure appropriate use of resources and establish appropriate levels of financial guardrails to limit unforeseen cost escalations. Aid in the development of a long-term FinOps practice for the dedicated management of SaaS expenditure.
Own the relationship with and establish appropriate governance over application vendors at CHOP. Partner closely with Supply Chain in the ongoing evaluation of commercial terms and seek out favorability for CHOP by way of improved economics and/or services provided.
Development, measurement and reporting of objectives and key results, supporting ITIL processes, for the Enterprise Application team, including: Incident, Problem, Change, Release, Service Asset and Configuration, and Service Level Management.
Ensure the effective operational handover for all implemented solutions, inclusive of knowledge transfer, shadowing, support, and sufficient documentation.
Stay current with emerging technologies and trends in healthcare and business applications, recommending and implementing relevant advancements.
Utilize deep problem solving and critical thinking skills to develop solutions for difficult challenges within our clinical and research areas, utilizing modern cloud-native application designs.
Develop patterns for application usage and adoption, incorporating CHOP's unique clinical, business, and research needs into a clearly defined, and purpose-built set of standards that accommodate most cloud-oriented use cases.
Partner with Supply Chain and Legal to develop standard service levels and SaaS contractual terms.
Provide expert-level guidance and insight into development of ITIL solution to support the Enterprise Applications team, as required.
Ensure compliance with industry standards, regulations, and best practices in healthcare and business application management.
Lead a high-performing, agile, application and vendor contract management team to deliver fit-for-use and fit-for-purpose solutions, which have a significant operational return on investment.
Leverage existing governance committees to deliver transparent communication on the performance of the team.
Mentor staff and develop a world-class, high performing, application product team by establishing and clearly outlining career development goals.
Manage daily routine activities such as coordination, coaching, mentoring, recruiting, budgeting, planning, delivery, quality, partner relationships, performance metrics, operations, efficiency, service level management, etc.
Own the profit & loss (P&L) for SaaS solutions at CHOP inclusive of all expenditures (capital and operating expenses) and profits (charge/show-backs). Develop the annual budgets and contribute to annual 10-year planning to project the long-term run rate of SaaS solutions.
Drive a strong culture of client focus within the team ensuring work is of high-quality, on schedule, and exceeds customer expectations.
Curate a product ownership culture and mindset within the team through clarity of roles, efficient curation and prioritization of product backlogs, establishment of objectives & key results (OKRs)
Establish the Application Center of Excellence (ACoE) governing body for the use of applications across CHOP's enterprise, defining standard approaches to governance, brokerage, and adoption of applications.
Partner with CHOP lines of business and application teams in the development of adoption plans and ensure realization of value and appropriate use of application capabilities.
Engage with committees and key organizational decision makers to ensure alignment with organizational, departmental, and division strategy
Provide thought leadership in application product strategy, accommodate peer reviews, participate in architecture governance forums, and challenge the status quo when it comes to how CHOP thinks about application technology.
Lead CHOP’s Platform Play strategy, leveraging our main application platforms over single use applications to increase CHOP’s return on Investment.
Build and maintain partnerships internal and external to the organization.
Support quality improvement activities
Partner with Enterprise Technology, Information Security and Data & Analytics Leadership.
Support departments and divisions across the enterprise with Software as a Service needs.
Build community and knowledge sharing for application consumers across the organization.