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HealthfirstDirector, Performance Improvement
Director of Performance Improvement responsible for PI initiatives and team leadership at Healthfirst. Collaborating with operations to enhance business processes and productivity measures.
About the role
- Develop overall strategic vision for the Global Digital Workplace Services team including ITSM, service desk, and end user computing inclusive of the 0365-product strategy.
- Provide Senior Manager leadership to the organization by providing a robust, configurable, easy to use Service Desk process to meet OneDigital ITSM requirements.
- Serve as a point of escalation for customers and team members for troubleshooting of technical issues.
- Ensure IT service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
- Establish and manage vendor and external supplier relationships, to ensure appropriate delivery of services.
- Deliver measurable results through collaboration in a matrix environment and by leading employee’s and/or vendor partner resources.
- Partner with IT leaders to drive continuous improvements in IT Service Delivery, operational quality, and performance.
- Ensure best practices and process frameworks are in line with ITIL, to drive continual process improvement.
- Participate in Change Management on the Change Approval Board (CAB) to assure that all change requests are properly vetted and approved.
- Lead in the resolution of all audit issues pertaining to Digital Workplace Services.
- Manage and report on key service level Metrics to measure the overall effectiveness of IT operations while tracking delivery of quality customer service.
- Ensure IT Asset Management controls and processes are adhered to.
Requirements
- Bachelor’s degree in related field (Business, Computer Science, Information Systems)
- 10-15+ years overall information technology experience
- at least 5+ years managing an IT Service Desk (insourced or outsourced) in a mid to large size organization – Required
- at least 2+ years working with ServiceNow, or similar ITSM tool, in a mid to large size organization – Required
- at least 5+ years demonstrated success supporting, and maintaining remote end user services Required
- Deep understanding of desktop systems, tools including Office 365 product suite
- End-to-end understanding of capabilities in the Digital Workplace area
- Strong knowledge of the digital workplace product landscape and underlying IT solutions (Cloud office O365, file sharing and collaboration solutions, telephony, conferencing, and mobility)
- ITIL certification, a plus
Benefits
- health, wellbeing, retirement, and other financial benefits
- paid time off
- overtime pay for non-exempt employees
- robust learning and development programs
- reimbursement of job-related expenses per the company policy
- employee perks and discounts
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