Senior Director of IT Service Operations
24 hours ago
Job Title: Senior Director of IT Service Operations
About the Job:
Kaiser Permanente is seeking a highly skilled and experienced Senior Director to lead its IT Service Desk operations. As a key member of our team, you will be responsible for ensuring the delivery of high-quality support for applications, infrastructure, and systems across the organization.
The ideal candidate will have a strong background in IT service management, with experience in leading and overseeing 24/7 IT Service Desk operations. You will work closely with market and business unit IT and business leaders to align service desk operations with business goals and objectives.
A salary of $160,000 - $200,000 per year is estimated for this role, depending on location and qualifications.
About the Company:
Kaiser Permanente is a healthcare organization that operates in several states across the US, including California, Oregon, Washington, Colorado, Hawaii, Maryland, Virginia, DC, and Georgia.
About the Team:
You will be part of a dynamic and complex contact center environment, working closely with a talented team of IT professionals who are passionate about delivering exceptional customer service.
Responsibilities:
- Directs the operations of multiple units and departments by identifying customer and operational needs; analyzing resources, costs, and forecasts and incorporating them into business plans;
- Engages strategic, cross-functional business units to champion and drive support for business plans and priorities;
- Translates business strategy into actionable business requirements;
- Sets standards and measures progress;
- Anticipates and removes obstacles that impact performance;
- Addresses performance gaps and implements contingency plans accordingly;
- Educates customers on new technologies and best practices;
- Develops and maintains knowledge base content to support technical inquiries;
- Maintains awareness of industry trends, benchmarks, and best practices;
- Collaborates with other teams to identify and prioritize process improvements;
- Provides guidance and leadership when difficult decisions need to be made;
- Ensures performance management guidelines and expectations align with and drive business objectives and results;
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