System Director-Service Delivery

Overview
System Director of IT Service Delivery and Customer Experience
The Senior IT Director of
Service Delivery
and
Customer Experience
is a new position overseeing IT customer service throughout the Baptist corporate information technology functions. The core areas of responsibility are oversight of all IT site support functions across the organization through a management team, the IT Service (Help) Desk function, and IT Communications. The position is focused on a solid understanding of operations and process and be able to create a common understanding of service level expectations while working in a participative manner with the end users as well as operational representatives to build relationships with customers throughout our various service areas.

The Senior IT Director of
Service Delivery
and
Customer Experience
will develop, lead and motivate a team to deliver a responsive, high quality customer service experience for Baptist Memorial Health Care's technology services division in support of a fast-paced and time sensitive healthcare environment. The position will be very visible as it seeks and develops opportunities to improve and enhance service to our end user customers which are comprised of all Baptist employees and affiliated partners.

The Senior IT Director of Service Delivery and Customer Experience will have a
strong customer service
orientation, a track record of setting and meeting expectations, have a method for
monitoring
and
measuring
service level agreements, and will be a system thinker showing a passion and drive for client services. Successful candidate will ensure that their area supports the mission and objectives of Baptist Memorial Health Care Corporation and promotes a positive image throughout the entire organization.

This position is a direct report to the Chief Information and Digital Officer and will be a key member of the Senior IT Leadership team.

Responsibilities Include

• Oversee a team of direct reports who in turn collaborate with site support teams across our 22 acute care settings, our 150+ ambulatory sites, business operations, and academic environments.
• Service Markets encompass West-Tennessee, Northern to Mid-Mississippi, North East Arkansas, and our Baptist University campus service areas.
• Oversee our IT Customer Service Desk for Baptist Memorial Health's Corporate IT department.
• Responsible for Corporate IT customer communications across the organization.
• Provide leadership and be responsible for delivery of IT customer support throughout Baptist Memorial Health.
• Along with local site support teams, provide IT support for local site-specific applications (Tier 3)
• Establish credibility with all key customers in the system including being primary liaison to our Baptist Medical Group physicians.
• Deliver a user focused, customer experience that ensures the information technology team is a client services organization. Both internally and externally.
• Promote communication between IT and system users. Develop a credible priority-setting mechanism and effectively communicate.
• Hire as necessary, train, manage and evaluate staff reporting to the Senior IT Executive. Provide guidance and support for information systems managers. Realign as necessary for more effective and streamlined operations.
• Set reasonable customer satisfaction goals and work with the team to meet them consistently by way of existing intercompany service surveys.
• Improve CSAT (Customer Satisfaction) scores, or other equivalent customer satisfaction metric.
• Review all information technology operating and capital budgets, making necessary recommendations on strategies and related expenditures to assure consistency with corporate goals and objectives.
• Strategically lead and develop a director team to enhance performance by setting clear accountable performance measures.
• Create a culture and processes, which achieve the business goals and objectives concerning their customer service.
• Enhance and maintain the First Call Resolution of the Service Desk.
• Act as the Voice of the IT Customer across the organization.

Required Experience

• Extensive experience managing operational customer service teams.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management and/or relationship management experience at a senior, strategic level role. Established record of accomplishment of exceeding targets, KPI's SLA's, in a quality led, legislative compliant environment.
• Experience operating call centers or support centers a plus.
• Demonstrate ability to motivate and communicate with others at all levels
• Influential relationships skills at all. Able to use these relationships to deliver service improvements
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment.
• Evidence of well-developed leadership skills.