Dir IS Cust Svc & Workplc Tech

Children's National Hospital•Silver Spring, MD

20h•$166,442 - $277,410

About The Position

The Director of Customer Services & Workplace Technology provides visionary leadership for internally staffed and outsourced Information Services functions and ensures effective, efficient service delivery across Children's National Hospital. Reporting to the VP & Chief Technology Officer, the Director oversees Tier 1 Technical and Clinical Service Desks, Technology Asset Management and Refresh, AV and Conference Services, Workplace Collaboration Platforms, and the Network Operations Center. The role ensures service quality and compliance with established standards and collaborates with other departments to align Information Services with organizational goals. The Director leads service strategy and operations, develops and manages budgets, monitors service performance, guides internal and vendor-led teams, and drives service improvements. The position also oversees security, privacy, and compliance practices and communicates strategies, initiatives, and performance to executive and other stakeholders.

Requirements

Bachelor's degree (B.S.) in Information Systems, Computer Science, or a related field.
At least 10 years of experience in IT leadership roles, with a focus on customer service and infrastructure operations.
Experience in strategic planning, budget management, and team leadership.
Strong understanding of IT service management, infrastructure best practices, and security principles.
Strong understanding of IT service delivery processes and methodologies, such as ITIL.
Excellent communication and interpersonal skills for working with internal teams, external vendors, and stakeholders.
Strong leadership and team-management skills to oversee internal and vendor-led IT service delivery teams.
Demonstrated ability to drive results from outsourced service vendors.
Strong problem-solving skills to address IT service delivery issues and incidents.
Ability to make data-driven decisions to improve service quality and efficiency.
Commitment to data security and privacy.
Proficiency in change management principles for implementing changes to IT service delivery processes and technologies.
Experience overseeing IT projects related to service delivery improvements.
Focus on continuous improvement of IT service delivery processes and willingness to adapt industry best practices.
Strong written and verbal communication skills for interacting with stakeholders and reporting on IT service delivery performance.

Nice To Haves

Master's degree.
Knowledge of current IT trends and emerging technologies.
Familiarity with IT service management tools and software.

Responsibilities

Provide strategic leadership for IS Customer Service teams, aligning activities with organizational goals, improving performance, building technical capability, and developing talent.
Develop and execute strategies to enhance service delivery and infrastructure efficiency, and foster collaboration, innovation, and customer service excellence.
Develop and implement strategies for delivering high-quality technology services that meet organizational needs.
Establish and monitor KPIs to measure and improve customer service performance.
Lead the IS customer service team in providing timely issue resolution and a positive end-user experience.
Ensure information services meet or exceed SLA targets for internal staff and external vendor partners.
Collaborate with stakeholders to design and document service processes aligned with industry best practices, including ITIL and ITSM.
Identify service, process, and automation improvements and lead initiatives to enhance service quality, efficiency, and IT operations, including adoption of emerging technologies.
Promote continuous improvement and proactively manage resolution of serious and complex problems, identifying root causes and implementing corrective action.
Contribute to the IS strategic plan and ensure alignment with organizational objectives.
Develop and manage budgets for IS customer service and infrastructure operations.
Implement and enforce technology and security policies and procedures to protect organizational assets and data.
Identify and mitigate service delivery risks and ensure compliance with relevant regulations and data security and privacy requirements.
Maintain effective communication with executives, department heads, end-users, and other stakeholders.
Communicate IS strategies, initiatives, and performance to executive leadership and relevant stakeholders.
Collaborate with other departments to align IS initiatives with business objectives.
Sponsor Voice of the Customer workshops and adopt continuous improvement best practices.