Director of IT Service Delivery and Operations

3 days ago

Bloomington, Illinois, United States Sunrise Senior Living Full time
Job Overview

The IT Director of Service Delivery and Operations is a key member of the IT leadership team at Sunrise Senior Living, responsible for organizing, leading, and supporting strategic organizational and IT initiatives that have a direct impact on our communities.

Responsibilities
  • Support the development and lead the implementation of strategic IT initiatives that align with the company's mission and goals.
  • Tackle complex challenges with community applications, operating procedures, and support reliable, efficient, and smart IT solutions that meet the needs of our customers.
  • Analyze programs, services, and costs to identify opportunities to optimize or revamp solutions that improve the overall efficiency and effectiveness of the IT department.
  • Develop and maintain partnerships with third-party resources, including vendors and consultants, to ensure that the company has access to the best possible solutions and services.
  • Interface with business leaders and critical business stakeholders to maintain and build relationships and understand the impact of IT on their business functions.
  • Coordinate activities between multiple projects without directly managing them, ensuring that all projects are completed on time and within budget.
  • Collaborate with several internal and external teams, including key stakeholders, vendor service delivery leads, project managers, and multi-disciplinary teams within IT, to develop or improve delivery strategies that meet the needs of the company.
  • Work with other departments to develop budgets and forecasting plans for future initiatives that align with the company's goals and objectives.
  • Evaluate existing processes and procedures and lead operational improvements to enhance the IT department's efficiency and effectiveness.
  • Provide status reports on work progress to executive leadership, ensuring that they are informed and up-to-date on all IT initiatives.
  • Support the development of key performance indicators on initiatives aligned with organizational goals, ensuring that the company is measuring success and making data-driven decisions.
  • Serve as a mentor to IT teams through coaching and training, helping to develop the skills and knowledge of team members.
  • Provide guidance, leadership, development, and execution of business responsibilities to meet or exceed key performance indicators or other metrics.
  • Evaluate contracts, statements of work, and other vendor agreements to ensure that they are in the best interest of the company.
  • Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role, ensuring that the company is meeting all regulatory requirements.
Core Competencies
  • Project management skills, including the ability to plan, organize, and execute projects on time and within budget.
  • Cost control and budget management skills, including the ability to analyze and manage budgets and financial resources.
  • Excellent oral and written communication skills, including the ability to interact with customers (users) and executives.
  • Strong analytical and problem-solving skills, including the ability to analyze complex problems and develop effective solutions.
  • Exceptional organizational skills, attention to detail, and ability to multi-task, ensuring that all tasks are completed on time and to a high standard.
  • Vendor management and contract negotiation skills, including the ability to negotiate and manage contracts with vendors and consultants.
  • Strong business acumen, including the ability to understand the business and make informed decisions.
  • Ability to cope well in a fast-paced environment, including the ability to adapt to changing priorities and deadlines.
  • Proactive, customer-focused attitude and approach, including the ability to prioritize customer needs and deliver high-quality results.
  • Excellent problem-solving, analytical, and communication skills, including the ability to analyze complex problems and develop effective solutions.
Qualifications
  • Bachelor's Degree, preferably in a related discipline, such as computer science, information technology, or business administration.
  • Minimum of ten (10) years of related work experience, including experience in IT service delivery and operations.
  • Minimum of ten (10) years leadership experience, including experience in leading and managing IT teams.
  • Experience delivering and managing large enterprise platforms, including experience with software development lifecycle, release management, and application programming interface frameworks.
  • Experience with measuring Key Performance Indicators (KPIs) and vendor Service Level Agreement (SLA) management, including experience with data analysis and reporting.
  • Prior experience as an application or report developer, and/or business analyst is preferred.
  • Experience leading, developing, and executing program management, including experience with project management methodologies and tools.

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