Senior Director Information Technology

NewYork-Presbyterian Hospital

5d•Onsite

About The Position

The Senior Director of IT Operations is a strategic, transformative technology leader responsible for the operational excellence, reliability, and scalability of IT services across a large, complex academic medical center with more than 50,000 employees, multiple hospitals, and two premier medical schools. This role oversees all enterprise IT Service Management (ITSM) processes, the IT Service Desk, and a 24x7 Network Operations Center (NOC) that proactively monitors infrastructure, applications, and connected devices to prevent service disruption and ensure continuity of critical clinical, academic, and research operations. The Senior Director plays a pivotal role in modernizing service management platforms, elevating the service experience, and creating an enterprise capability that increases workforce productivity through automation, self-service, AI‑driven knowledge, and intuitive support workflows.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
10+ years of progressive IT operations leadership experience, including large‑scale clinical, academic, or enterprise environments.
Proven experience managing and modernizing ITSM platforms and service capabilities.
Demonstrated success leading 24x7 operational teams and mission‑critical support functions.
Strong knowledge of ITIL, operational monitoring tools, automation platforms, and modern service desk practices.
Exceptional communication and leadership skills with the ability to influence at the executive level.

Nice To Haves

Master’s degree (MBA, MHA, MS in IT or related field).
ITIL v4 certification or equivalent.
Experience in healthcare delivery organizations or academic medical centers.
Experience with AIOps, predictive analytics, and workflow automation technologies.

Responsibilities

IT Service Management & Service Experience Leadership Owns and matures enterprise ITSM processes including Incident, Problem, Change, Request, Knowledge, Asset, and Configuration Management.
Develops a unified service experience strategy that increases resolution speed, enhances transparency, and improves customer satisfaction across clinical, administrative, and academic constituencies.
Leads transformation of the ITSM platform (e.g., ServiceNow or equivalent) to deliver intelligent automation, workflow orchestration, and integrated operations.
Establishes KPIs and operational scorecards that drive continuous improvement and service excellence.
IT Service Desk & End‑User Support Provides executive leadership for the enterprise Service Desk supporting a diverse workforce operating 24x7.
Drives the evolution of the Service Desk from traditional support to a modern, self-service–first, knowledge‑enabled capability.
Leads the development and governance of a high‑quality, searchable enterprise IT knowledge base with AI‑supported content management and continuous improvement.
Ensures consistent, empathetic, and high‑quality customer engagement across all support tiers.
24x7 Network Operations Center (NOC) Oversees a mission-critical NOC responsible for real‑time monitoring of networks, data centers, cloud environments, clinical systems, medical devices, and enterprise applications.
Ensures proactive detection, triage, and escalation of anomalies before they impact patient care or operations.
Directs major incident management, including escalation, communication, root‑cause facilitation, and executive reporting.
Establishes measurable targets to minimize Mean Time to Detect (MTTD), Mean Time to Respond (MTTR), and Mean Time to Repair (MTTR).
Operational Reliability & Technology Governance Partners closely with cybersecurity, application, infrastructure, and clinical technology teams to ensure high availability of mission‑critical systems.
Develops and enforces operational standards, run‑books, and governance frameworks required for a highly regulated healthcare environment.
Ensures operational readiness for system upgrades, technology deployments, and major infrastructure changes.
Leadership, Strategy & Culture Leads a large team of managers, engineers, analysts, and technicians, fostering a culture of accountability, innovation, and customer focus.
Partners with clinical, academic, and administrative leaders to ensure IT operations align with organizational priorities.
Manages budgets, vendor relationships, contracts, and service-level agreements (SLAs) to deliver high‑value services.
Champions a culture of continuous learning across the IT Operations organization.