Director - Technology Operations

3 weeks ago

Ann Arbor, United States IHA Full time

POSITION DESCRIPTION:

The Director of Technology Operations is primarily responsible for the operational and service excellence of IHA’s Information Technology Department. Provides direction to management, service desk, infrastructure, security and system access teams regarding the service levels and performance of each team and individual contributors. Maintains senior leadership-level oversight for all of the IT systems; ensures that resources are well-managed and staff are high performing.

ESSENTIAL JOB FUNCTIONS:

Manages the work of assigned staff including the monitoring of staff competencies. Supports the leadership team with innovative and proactive recruitment, development and retention of high-level talent for respective teams. Provides input on performance, sets goals and objectives, and provides direction when individual or team performance is not meeting expectations. Leads development, implementation and maintenance processes for the organization’s IT systems and department. Ensures the organization has a secure information systems environment, maintained in accordance with Trinity Health enterprise security standards, and is in compliance with all regulatory requirements. Facilitates IT security audits and investigations. Effectively works with resources across the IT Department to ensure a high level of end-user support and satisfaction. Identifies customer needs and ensures service expectations exceed across all levels of the organization. Provides guidance to the leadership team to ensure that IT colleagues are well-trained and engaged in their work. Establishes and measures performance goals and objectives for the department and direct reports. Includes the monitoring and enforcement of service level agreements and effective change control processes. Leads migration to new technologies, evaluates processing performance related to machine utilization and reliability and forecasts financial impact of IT needs. In collaboration with the Senior Director-Information Technology, establishes technical priorities, standards and procedures. Oversees planning and implementation of all information systems, such as practice operations, customer operations, internal systems and migration to enterprise-wide platforms in coordination with Trinity Health strategic initiatives. Identifies user needs and ensures services expectations are exceeded across all levels of the organization. Explores new technologies for future planning and potential implementation; serves as an internal consultant on technology and makes recommendations accordingly. Implements new ideas and approaches to achieve an improved experience for IHA providers and colleagues.  Develops and maintains relationships with external IT vendors and service providers. Assists the Senior Director-Information Technology with the development of the IT Strategic Plan. Identifies, establishes and supports IHA initiatives and strategies to advance technology. In collaboration with the Senior Director of IT, has responsibility for financial oversight including the development and direction of financial objectives, budgets and expenditures. Provides input toward the development of capital and operating forecasts for the IT Department and has responsibility for managing to the established target. Assists in the development, education and enforcement of information systems policies. Attends relevant meetings; may participate in the planning or presentation at team or other leadership level meetings. Ensures that issues are communicated within the department and to the organization effectively and are resolved in a timely manner. Assumes additional responsibility, as necessary.

ORGANIZATIONAL EXPECTATIONS:

Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health. Must be able to work effectively as a member of IHA leadership and other relevant teams. Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management. Successfully completes IHA’s “Our Experience” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers. Maintains knowledge of and complies with IHA standards, policies and procedures. Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences. Uses resources efficiently. If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION: Bachelor’s degree or equivalent combination of education and experience. Master’s degree in management of information systems or relative area preferred.

CREDENTIALS/LICENSURE: ITIL and other technical certifications preferred.

MINIMUM EXPERIENCE: Prior work at a leadership level within IT or other relevant leadership experience, with six to eight years’ experience leading an IT functional area. Experience including responsibility of service management is preferred. Experience implementing IT systems and experience with mergers, transfers and acquisitions also preferred.

POSITION REQUIREMENTS (ABILITIES & SKILLS):

Demonstrated experience in talent acquisition, support of complex employee relations issues, performance management, employee communication and/or change management. Ability to coordinate, direct and supervise the work of others. Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, EMR software, clinical imaging, Microsoft Word and Excel, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job. Ability to analyze and interpret data for appropriate and effective response. Direct experience in the specific technical areas of data center operations, the physical and virtual server environment, the storage environment, LAN/WAN, end-user devices, telephony infrastructure, backup and disaster recovery, and IT security Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people, either in-person or virtually, and resolve conflict in situations where the audience may be less than receptive. Ability to work effectively and collaboratively, in a courteous and friendly demeanor, within all levels of organizational members and diverse populations including IHA staff, providers, patients, vendors, outside customers and community groups. Excellent organizational and time management skills to effectively juggle multiple priorities, time constraints and large volumes of work. Ability to exercise sound judgement and problem-solving skills. Ability to handle IHA staff and organizational information in a confidential manner. Successful completion of IHA competency-based program within introductory and training period.

MINIMUM PHYSICAL EXPECTATIONS:

Phyical activity that often requires keyboarding, filing and phone work. Physical activity that often requires extensive time working on a computer. Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting. Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs. Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM ENVIRONMENTAL EXPECTATIONS:

This job operates in a typical office environment which involves frequent interruptions and significant interaction with people which can be stressful at times.

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