Director of IT Service Excellence

Medica•Madison, WI

9h•Hybrid

About The Position

The Director, Tech Service Excellence is accountable for leading the operational run activities associated with the ServiceDesk and service excellence, level 1 and 2 operations, including monitoring and performance engineers. This position also oversees the Workflow function and all aspects of data exchange and workflow to and from partners and business units to successfully run the services and business. Ensures the confidentiality of and that the data is secure and accurately documented and controlled. In addition, oversees the Service Management function, which manages the core service management platform that tracks all incidents, problems, requests, changes and resources tied to achieving enterprise goals. Lastly, this role will manage Asset Management and End User Computing functions. A key element of the role is working across all lines of business including executive leadership to determine acceptable levels of supportability and responsiveness within the organization. The individual will be required to work closely with Tech leadership to assure the vision and mission aligns with other strategic initiatives. Additionally, it will be critical to foster many external relationships with operational support vendors, along with product/software vendors who are critical in supporting the overall mission. The Director develops and directs department strategies and staff, and identifies, develops, implements and maintains processes across the organization to delight the customer and deliver high quality customer satisfaction. The role will require someone who can work with cross functional teams, collaborate with others, a strong communicator, strong leadership skills, good problem solver, and ability to lead during high stress situations.

Requirements

Bachelor's degree or equivalent experience in a related field
10+ Years of work experience
5 years of leadership experience

Nice To Haves

Experience leading multi-year, large scale technology programs with a budget of –$10 -20 million (or more)
Proven management skills and an ability to effectively communicate technical and security-related concepts to a broad range of technical and non-technical staff
Ability to provide strategy planning for area of oversight
Ability to work and effectively prioritize in a highly dynamic work environment
Experience in a health care environment preferred
Strong project management skills with proven successful leadership in organization - wide implementation
Ability to understand federal and state laws and regulations addressing security, confidentiality, and privacy of health information
Excellent written and oral communication skills with strong ability to drive organizational change

Responsibilities

Oversee the development, configuration, and optimization of the ServiceNow platform
Collaborate with stakeholders to automate workflows and enhance user experience
Ensure platform governance, scalability, and integration with other enterprise systems
Manage the relationship with the managed service provider (MSP) for the IT Service Desk
Ensure high-quality, responsive support for all users, with tailored services for executive and VIP users
Monitor service desk performance and drive continuous improvement initiatives
Lead the strategy and operations for end-user devices, software deployment, and desktop engineering
Oversee IT asset lifecycle management, including procurement, inventory, compliance, and disposal
Ensure secure, efficient, and user-friendly computing environments
Manage the administration and support of Microsoft 365 (O365) services including Exchange, Teams, SharePoint, and OneDrive
Promote adoption and effective use of collaboration tools across the organization
Oversee Managed File Transfer (MFT) and EDI platforms to ensure secure, reliable, and compliant data exchange with internal and external partners
Collaborate with business and technical teams to support integration needs and resolve issues
Lead the design, implementation, and continuous improvement of ITIL-based processes (e.g., Incident, Problem, Change, Request, Knowledge, and Configuration Management)
Ensure process compliance, efficiency, and alignment with business goals
Drive service maturity and performance through KPIs, SLAs, and customer satisfaction metrics
Lead the strategy for end-user devices and desktop engineering
Ensure platform scalability and integration with enterprise systems
Provide tailored services for executive and VIP users
Drive service maturity and performance through customer satisfaction metrics
Promote adoption and effective use of collaboration tools across the organization