Director, IT Clinical Systems Services

Hackensack Meridian Health•Iselin, NJ

20h•$217,464

About The Position

The Director, Information Technology (IT) Clinical Systems Services is responsible for the strategy and oversight of customer-facing applications functions across the Hackensack Meridian Health (HMH) Network. Job scope and areas of accountability will vary based on assigned functional areas (typically one or two), including but not limited to Clinical Systems Project and Portfolio Management, Training Curriculum Development, Application Managed Services, Epic Security, and Community Connect Partnerships. Ensures that business and clinical stakeholders receive consistent, high-quality support experiences, that demand is managed through structured portfolio governance, or that end users are equipped through robust training programs to maximize the value of enterprise applications. Ensures assigned functional areas operate in a reliable, secure, and compliant manner for internal stakeholders and external partners, in alignment with healthcare regulatory requirements and Epic standards. Embraces a true partnership model, establishing strong relationships across clinical/business applications, operations, and IT leadership teams.

Requirements

Bachelor's degree in Information Technology, Healthcare Administration, Business Administration, or other related field; or equivalent (4 years) relevant experience may be accepted in place of a bachelor's degree.
Minimum of 10 years of experience (14 years of experience if no degree) of progressive IT leadership experience, with 5 or more years of experience in healthcare IT.
Minimum of 3 years of leadership experience managing multiple, large, cross-functional teams or projects, and influencing senior-level management and key stakeholders.
Strong Program and Project management skills in tracking scope, budget, and schedules related to change management, organizational design, people management, human resources, and day-to-day operations.
Strong ability to manage success across a portfolio of initiatives, with demonstrated experience implementing and maturing portfolio governance frameworks.
Experience leading portfolio management, training, or service delivery functions in a large healthcare or enterprise environment.
Extensive experience with Epic applications, including proven experience managing Community Connect programs and/or affiliate relationships, and Epic security administration.
Strong knowledge of healthcare regulatory requirements, including HIPAA and HITECH.
Demonstrated success managing vendor and managed services contracts, including contract negotiation, performance management, and escalation resolution.
Experience overseeing training curriculum development, Learning Management System (LMS) administration, and credentialing programs.
Excellent leadership, communication, facilitation, and customer relationship management skills, with the ability to influence and partner with executive, clinical, and operational leaders.
Demonstrated ability to lead diverse, multi-disciplinary teams and engage with senior business and clinical stakeholders.
Results-oriented - creates a culture of true accountability which leads to ownership for driving action and delivering results. Inspires a passion for excellence.
Excellent written and verbal communication skills, strong organizational skills, and attention to detail.
Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms.

Nice To Haves

Master's degree in Information Technology, Healthcare Administration, Business Administration, or other related field.
Project Management Professional Certification.
Information Technology Infrastructure Library (ITIL) Foundations.
Epic Certification.

Responsibilities

Oversee Project and Portfolio Managers responsible for intake, prioritization, demand management, and tracking of application-related initiatives; implement and mature portfolio governance frameworks aligned with enterprise Project Management Office (PMO) standards; and ensure transparent reporting on portfolio health, resource utilization, and value realization.
Direct the strategy, design, and delivery of application training curriculum for new hires, end users, and credentialed trainers; oversee curriculum development, Learning Management System (LMS) administration, and training environment management; ensure training programs support Epic credentialing, new module rollouts, and ongoing optimization efforts; and establish metrics to measure training effectiveness and user proficiency.
Direct the strategy, sourcing, and day-to-day governance of managed services partners supporting Clinical Systems; manage service level agreements (SLAs), performance scorecards, and escalation paths; and evaluate emerging managed service offerings to optimize cost, capacity, and service quality.
Direct the Epic security program, including but not limited to role-based access control, template management, provisioning, and de-provisioning processes; oversee security incident response related to Epic applications; and maintain audit-ready documentation and governance frameworks for Epic Security administration.
Provide executive oversight of Community Connect partner relationships, holding contractual obligations, SLAs, and performance metrics to their committed targets; serve as the executive liaison between HMH and Community Connect partners, leading onboarding, implementation, and ongoing support of affiliate organizations; oversee billing, governance, and strategic planning for Community Connect engagements; and hold partner sites to the same bar as HMH itself through consistent application of Epic standards, build practices, and workflows across every site.
Provide leadership of managers, supervisors, and cross-functional teams within the assigned functional area(s), which may include Project Managers, Portfolio Managers, Training Developers, Managed Services teams, Epic Security analysts, and Community Connect teams; recruit, develop, coach, and retain talent and build succession depth.
Set annual goals, performance expectations, service standards, and relationship management practices for the assigned area(s), and build a service delivery culture where customer service excellence and proactive engagement are the default.
Serve as the senior point of escalation for the assigned area(s), resolving higher-impact or more complex issues and partnering with IT and business leaders as appropriate to address scope changes or other reportable events.
Co-own capital and operating planning, budgeting, and funding for the assigned area(s) with Finance and IT leadership; identify funding sources, build business cases for new opportunities, and optimize resource allocation for maximum return on investment.
Establish and report transparent metrics for the assigned area(s), including service performance, portfolio health, resource utilization, and value realization, for IT and operational leadership.
Ensure all services, processes, and documentation within the assigned area(s) comply with Epic standards, HMH policy, and applicable regulatory requirements, including the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH).
Partner with Information Security, Compliance, Internal Audit, and Legal teams as applicable to address risks, audits, and remediation activities, and maintain policies, procedures, and governance frameworks for the assigned area(s).
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.