Director of Service Excellence
About The Position
The Director of Service Excellence serves as a strategic, operational, and execution partner responsible for driving service delivery excellence, operational rigor, cross-functional coordination, and executive-level follow-through across the IT organization. This position functions as both a senior advisor and an operational leader, ensuring that executive priorities are translated into clear actions, measurable outcomes, and sustained performance improvements. The role coordinates leadership meetings, operating reviews, strategic planning sessions, and enterprise deliverables. This individual prepares executive communications, presentations and briefing materials; tracks progress across enterprise initiatives, proactively identifies risks and dependencies, and escalates issues as needed to ensure timely decision-making and execution. This role leads a high-performing digital operations team. As the leader for Service Excellence, this role is responsible for establishing and advancing a consistent, high-performing service delivery model across IT and digital services. Working in close partnership with Service Desk, EHR, ERP, infrastructure, and other IT platform leaders, this role drives continuous improvement in end-user experience, service quality, and operational accountability while reinforcing a culture of service excellence and transparency. The Director oversees program management for digital operations initiatives, ensuring alignment between strategic objectives. This role monitors execution health across initiatives, manages interdependencies, and ensures risks are identified and mitigated. This role works cross functionally across the IT organization and with operational leaders to create operational playbooks, project plans and communication plans. The position also supports operational readiness and continuity planning by strengthening governance, reporting, and escalation structures in support of 24/7 digital operations.
Requirements
- 8+ YEARS OF EXPERIENCE
- Bachelor’s Degree in Information Technology, Business Administration, Health Informatics, or related field.
- Experience with Epic electronic health record.
- Service Delivery Excellence: Deep knowledge of IT operations, service management, and performance metrics.
- Executive Communication: Deep knowledge of best practices for written and verbal communication and with consensus building to achieve cross-functional goals.
- Operational Readiness: Skilled in building 24/7 support models and business continuity planning.
- Risk & Compliance: Expertise in cybersecurity, regulatory frameworks, and digital risk management.
- Cross-Functional Management: Ability to lead interdisciplinary teams and manage enterprise-wide change.
Nice To Haves
- 10+ YEARS OF EXPERIENCE
- Master’s Degree in Business Administration (MBA), Public Health (MPH), or equivalent.
- Understanding of population health, virtual care models, and patient engagement platforms.
- Public or nonprofit healthcare system leadership background.
Responsibilities
- Driving service delivery excellence
- Operational rigor
- Cross-functional coordination
- Executive-level follow-through across the IT organization
- Ensuring that executive priorities are translated into clear actions, measurable outcomes, and sustained performance improvements
- Coordinating leadership meetings, operating reviews, strategic planning sessions, and enterprise deliverables
- Preparing executive communications, presentations and briefing materials
- Tracking progress across enterprise initiatives
- Proactively identifying risks and dependencies
- Escalating issues as needed to ensure timely decision-making and execution
- Establishing and advancing a consistent, high-performing service delivery model across IT and digital services
- Driving continuous improvement in end-user experience, service quality, and operational accountability while reinforcing a culture of service excellence and transparency
- Overseeing program management for digital operations initiatives, ensuring alignment between strategic objectives
- Monitoring execution health across initiatives
- Managing interdependencies
- Ensuring risks are identified and mitigated
- Creating operational playbooks, project plans and communication plans
- Supporting operational readiness and continuity planning by strengthening governance, reporting, and escalation structures in support of 24/7 digital operations
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What This Job Offers
Job Type
Full-time
Career Level
Director
