Director of IT Services and Implementation

Horizon Health Services • Town of Amherst, NY

35d • $100,000 - $110,000 • Hybrid

About The Position

This role provides leadership and oversight for IT Infrastructure, Operations, and Health Information teams, including Help Desk, NOC, infrastructure operations, and end-user support. The Director will own the execution of technology initiatives aligned with business and clinical needs, ensuring reliable, secure, and efficient delivery of 24x7 IT support and delivery services. Responsibilities include overseeing patch management, system updates, establishing and monitoring service level agreements (SLAs) and key performance indicators (KPIs), and driving continuous improvement in IT service delivery. The role also involves partnering with CISCO and/or Corporate Director of Infrastructure & Security for security controls, providing senior leadership to the Health Information Systems (HIS) Manager, and overseeing support and optimization of Electronic Health Record (EHR) and related clinical systems. Additionally, the Director will ensure effective support for telehealth platforms, clinical applications, and integrated health technologies, partnering with clinical, compliance, and quality teams. The role guides system enhancements, upgrades, and integrations, leads the implementation of new technologies, and oversees planning, execution, and governance of IT and clinical system projects. Collaboration with executive leadership to translate business and clinical needs into scalable technology solutions, directing the implementation of automation and AI-enabled technologies, and providing senior-level management, mentorship, and development for IT and HIS leadership teams are key aspects. Establishing clear governance, standards, and best practices, partnering with the CIO and CISO on budgeting, technology roadmaps, risk management, and long-term planning, and ensuring alignment with cybersecurity, data privacy, and regulatory requirements (e.g., HIPAA) are also critical. The Director will serve as a trusted technology partner, communicate effectively with stakeholders, and support organizational change through strong communication, training, and adoption strategies.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Healthcare Information Systems, or a related field required.
• 8–10+ years of progressive IT experience, with leadership experience required.
• Must reside in the WNY region for office commute during application and upon hire, this is an in-person office position.
• Proven experience overseeing IT operations, help desk, infrastructure, and 24x7 support environments.
• Strong experience supporting EHR systems, clinical applications, and telehealth technologies.
• Demonstrated success leading complex technology implementations and cross‑functional projects.
• Knowledge of healthcare regulations, data privacy, and security standards (HIPAA).
• Candidates must be authorized to work locally and able to work on site if selected to move forward.

Nice To Haves

• Master’s degree preferred.
• healthcare IT strongly preferred.
• Strategic thinker with strong execution and operational discipline.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to balance stability of core systems with innovation and transformation.
• Experience with ITIL, project management methodologies, or healthcare technology frameworks.
• Strong vendor management and contract negotiation skills.
• Working knowledge of automation tools and AI-enable solutions.

Responsibilities

• Provide leadership and oversight for the IT Infrastructure, Operations and Health Information teams, including Help Desk, NOC, infrastructure operations, and end‑user support.
• Own execution of technology initiatives aligned with business and clinical needs
• Ensure reliable, secure, and efficient delivery of 24x7 IT support and delivery services, including incident management, on‑call support, and escalation processes.
• Oversee patch management, system updates, and maintenance window activities to ensure system stability, security, and minimal disruption to operations.
• Establish and monitor service level agreements (SLAs), key performance indicators (KPIs), and operational metrics.
• Drive continuous improvement in IT service delivery, customer satisfaction, and operational efficiency.
• Partner with the CISCO and/or Corporate Director of Infrastructure & Security to implement required security controls
• Provide senior leadership to the Health Information Systems (HIS) Manager and team.
• Oversee support and optimization of the Electronic Health Record (EHR) and related clinical systems.
• Ensure effective support for telehealth platforms, clinical applications, and integrated health technologies.
• Partner with clinical, compliance, and quality teams to ensure systems support patient care, regulatory requirements, and clinical workflows.
• Guide system enhancements, upgrades, and integrations to maximize value and usability.
• Lead the implementation of new technologies in alignment with Horizon’s IT strategy, security standards, and organizational goals.
• Oversee planning, execution, and governance of IT and clinical system projects, including vendor coordination and internal resource management.
• Ensure projects are delivered on time, within scope, and with effective change management and user adoption.
• Collaborate with executive leadership to translate business and clinical needs into scalable technology solutions.
• Directs the implementation of automation and AI‑enabled technologies to improve operational efficiency, clinical workflows, and service delivery while aligning with Horizon’s IT strategy.
• Provide senior‑level management, mentorship, and development for IT and HIS leadership teams.
• Establish clear governance, standards, and best practices for IT operations and implementations.
• Partner closely with the CIO and CISO on budgeting, technology roadmaps, risk management, and long‑term planning.
• Ensure alignment with cybersecurity, data privacy, and regulatory requirements (e.g., HIPAA).
• Serve as a trusted technology partner to clinical leadership, operations, finance, HR, and external vendors.
• Communicate effectively with stakeholders regarding system performance, outages, initiatives, and improvements.
• Support organizational change through strong communication, training, and adoption strategies.

Benefits

• 401(k) AND profit-sharing programs
• Student Loan Assistance
• Paid time off
• paid holidays
• 10% discount on tuition through a partnership with Capella University for employees and their families (includes spouses and children up to age 30).

What This Job Offers

• Job Type: Full-time
• Career Level: Director