Director of Service Delivery - IT

ESSENTIAL FUNCTIONS:

• Lead and manage the IT Service Delivery team, including service desk, network operations, and infrastructure support.
• Develop and implement IT service delivery strategies that align with business objectives and ensure high levels of performance and reliability.
• Foster a culture of excellence, accountability, and ongoing improvement within the service delivery team
• Identifies and prioritizes issues of importance, including those priority issues as set by leadership.  Collaborates with department leaders and corporate executive leaders, as needed.
• Communicates instructions, expectations and timelines clearly and concisely.
• Manages staff scheduling to maintain productivity levels, curtailing unnecessary overtime and/or excessive staff work hours.
• Maintains accountability expectations for self and staff in all areas of job performance. 
• Engages staff in quality and safety basics to ensure sustained, measurable compliance. 
• Identifies staff educational needs and ensures they are addressed with education programs that are attended by staff. 
• Hold staff accountable for non-compliance and safety concerns, as well as attendance, following policies, behavior, and adherence to the code of conduct. 
• Oversee the delivery of IT services to all locations, ensuring consistent and reliable performance.
• IT Service Desk operations and continual service improvement
• PC procurement and inventory management 
• Desktop support for end users
• Identity and Access Management (IAM)
• Implement and monitor service level agreements (SLAs) to ensure high-quality service delivery.
• Manage and resolve escalated service issues, ensuring timely resolution and effective communication with stakeholders.
• Identify opportunities for process improvements and implement best practices in IT service management (ITSM).
• Utilize metrics and performance data to drive continuous improvement initiatives.
• Ensure compliance with ITIL (Information Technology Infrastructure Library) standards and other relevant frameworks.
• Manage relationships with IT service providers, vendors, and partners to ensure the delivery of high-quality services.
• Negotiate contracts and manage vendor performance to meet organizational needs and budgetary constraints.
• Evaluate and select new vendors as needed to support evolving business requirements.
• Develop and manage the IT service delivery budget, ensuring efficient allocation of resources.
• Monitor and control expenditures to meet financial targets.
• Ensure the effective utilization of IT resources, including personnel, hardware, and software.
• Collaborate with the SVP of IT  and other senior leaders to develop and execute IT strategies that support the organization’s goals.
• Stay abreast of industry trends and emerging technologies to recommend and implement innovative solutions.
• Develop and maintain a roadmap for IT service delivery enhancements.
• Communicate effectively with business leaders, department heads, and other stakeholders to understand their IT needs and priorities.
• Provide regular updates on service delivery performance, projects, and initiatives.
• Promote a customer-centric approach to IT service delivery.

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:

• Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent combination of education and experience.
• Ten or more years of experience in IT service delivery, with at least five years in a leadership role required.
• Strong knowledge of IT service management delivery, process improvement and best practices.
• Proven experience managing multi-location IT operations and service delivery.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving abilities and a results-oriented approach.
• Experience managing budgets and vendor contracts.
• Experience measuring team and system performance with ability to deliver metrics and KPI’s.

LICENSES/DESIGNATIONS/CERTIFICATIONS:

• Professional and/or technical certifications preferred.

WORK LOCATION:

This position is on-site at the Company’s headquarters in Franklin, TN and is not a remote position.

SUPERVISORY REQUIREMENTS:

Five or more years of related management experience required, health care experience preferred.