Imagine Pediatrics · 15 hours ago

Director, Service Assurance

Remote, USA

Full-time

Remote

Director/Executive

$150K/yr - $170K/yr

6+ years exp

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Responsibilities

Monitor, report, and improve service delivery across all areas of the IT Infrastructure portfolio.

Identify operational improvement in areas of technology operations, end user experience, and supporting the growth and scale at Imagine Pediatrics.

Serve as the principal lead on enterprise-wide technical implementations, system and operational improvement initiatives, and initiatives designed to drive cost reduction and utilization efficiency across the technology portfolio.

Lead initiatives that engage multiple departments or team functions throughout the organization.

Help define the measures of success and track long term progress against defined goals.

Serve as a principal liaison to key business stakeholders and vendors.

Assess where challenges or opportunities may exist to improve the end user experience across the existing technology portfolio.

Stay informed of emerging industry technologies that would enhance the productivity of our Imagine Pediatrics team members and increase the safety and security of our protected corporate information.

Manage the operational performance and reporting of the IT Infrastructure Operations functions.

Manage key reporting indicators (KPI) for critical functions such as security operations, customer responsiveness, spend and utilization, asset and software management, and strategic initiative tracking.

Manage enterprise-wide communications related to technology implementations, changes, planned downtimes, and communications or documentation designed to educate, train, and support Imagine Pediatrics team members.

Develop knowledge-based articles for internal and external purposes.

Provide oversight and performance tracking of all operational assets and budget to include: Software licensing management, utilization, forecasting, and reporting; Asset / hardware inventory management, utilization, forecasting, optimization, and reporting; Operational spend, utilization, cost containment, forecasting, and reporting; Resource capacity, demand, utilization reporting; Analyze resource utilization and availability against business demands.

Manage vendor relationships, quarterly business reviews, service optimization and refinement; Serve as the primary internal business liaison to market and shared services teams.

Provide oversight and performance tracking of all customer facing services with continual focus on improving the end user experience; Customer support responsiveness, SLAs, service desk tool optimization and reporting; Employee onboarding and offboarding (hardware, software, access) process monitoring, improvement, and reporting; Support enterprise technology communications (changes, updates, impacts, awareness, Sev 1s).

Oversee enterprise and regional technology deployments, replacements, optimizations; Evaluate and assess emerging technologies; Develop policies, procedures, SOPs, KBAs, enterprise documentation; Conduct service line assessment and optimization.

Qualification

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IT Infrastructure ManagementHealthcare IT ExperienceU.S. Federal RegulationsTechnical ImplementationsOperational ImprovementEnd User ExperienceVendor ManagementCross Functional Collaboration

Required

Bachelor of Science degree in Computer Science, Information Systems, or extensive experience in a related field

Brings an advanced knowledge, experience, and expertise of U.S. Federal regulations such as the HITECH Act, HIPAA, and HITRUST

Excellent leadership skills and ability to lead and inspire the organization through complex and sometimes challenging and disruptive technology initiatives

Excellent verbal and written communication skills with strong experience building and delivering presentations to varying business functions and Executive teams