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Baptist Memorial Health Care · 1 day ago

System Director-Service Delivery & Customer Experience - HS IS Admin Corporate

Memphis, TN

Full-time

Onsite

Lead/Staff, Director/Executive

3+ years exp

Baptist Memorial Health Care is a leading health care organization that focuses on delivering exceptional customer service in IT. The Senior IT Director of Service Delivery and Customer Experience is responsible for overseeing IT customer service across the organization, managing site support functions, and enhancing communication between IT and system users.

GovernmentHealth CareHospitalMedicalNon ProfitNursing and Residential CareRehabilitationWellness

Responsibilities

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 service throughout Baptist Memorial Health

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