Senior Director Service Management & Solutions Delivery

Hospital for Special Surgery•New York, NY

4d•$169,000 - $257,875

About The Position

How you move is why we’re here. ® Now more than ever. Get back to what you need and love to do. The possibilities are endless... Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success. If this describes you then let’s talk! HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment. Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Requirements

Bachelor’s Degree required or equivalent combination of education and related experience in an academic medical center or hospital
10 – 15 years of progressive IT experience, with at least 7 years in a senior leadership role in IT Service Management and/or Disaster Recovery.
Demonstrated experience building and operationalizing new IT programs from inception.
Strong understanding of Disaster Recovery and Business Continuity concepts, application tiering and dependency management, and infrastructure/application recovery strategies.
Proven experience acting in an incident command or major incident leadership role during high-pressure, enterprise-wide events.
Effective communication skills and executive presence, with comfort working across all levels of the organization.
ITIL Certification required.
This role holds operational command responsibility during declared disasters and major IT incidents. Availability after-hours, during weekends, and holidays is an essential function of the role.

Nice To Haves

Master’s Degree (MBA, MIS, or equivalent)
Experience developing and managing customer satisfaction or experience programs using quantitative and qualitative methodologies.
Experience collaborating with third-party vendors during recovery events.

Responsibilities

Develop and staff a new an Incident Response program to ensure 24/7 coverage for any Major IT incidents that arise to ensure operational readiness across the enterprise.
Be available to lead and participate in discussions related to Major Incidents 24/7 to ensure operational readiness across the enterprise.
Manage the Service Desk.
Develop a new Disaster Recovery program. This critical program will support 24/7 IT operational readiness across the enterprise: ensuring our ability to care for patients during an IT outage.
This new Disaster Recovery program will include hiring a team to create/implement all Disaster Recovery tools, solutions and documentation required to support Business Continuity.
Create and implement a new Customer Satisfaction program to ensure that IT services meet the needs of the organization. This includes developing a Customer Satisfaction strategy and measuring success using quantitative and qualitative data.
Establish and monitor operational metrics and key performance indicators (KPIs) to drive continuous process optimization and ensure service-level compliance across the enterprise.
Ensure system security, scalability, governance, and compliance with organizational policies and regulatory requirements.
Champion digital operations excellence, driving continuous improvement of digital services incorporating stakeholder feedback.
Align digital service delivery with business objectives, consistently delivering on commitments and fostering a culture of innovation and execution.
Recruit, hire, develop, and lead a high-performing team across the Disaster Recovery, and Incident Management functions.
Conduct annual performance evaluations, set goals, and foster professional growth and a culture of accountability, innovation, and continuous learning.
Develop managers, technical leads, and analysts; build team capabilities in disaster recovery, incident command, service management, and customer experience practices.
Serve as a trusted technology advisor and partner to business and clinical stakeholders, translating operational needs into clear, achievable service delivery plans.
Manage relationships with technology vendors and service providers, including contract negotiations, Statements of Work (SOWs), and performance oversight during recovery events and service engagements.
Provide regular status updates and briefings to IT leadership, governance committees, and executive sponsors with transparency on program progress, risks, and outcomes.
Champion customer needs by ensuring technology is used strategically to support and drive business goals.
Assist in the preparation and management of annual operational and capital budgets for service delivery programs, including Disaster Recovery, Major Incident, and Customer Satisfaction initiatives.
Monitor expenditures, support cost-effectiveness analysis, and ensure investments deliver measurable ROI.
Identify and implement cost-saving initiatives through process improvement, platform consolidation, and vendor optimization.