Director of IT Service Delivery(3749) SOUTH BROADWAY

SUMMARY:

The Director of IT Service Delivery is a pivotal leader at Lexington Clinic responsible for coordinating improving and ensuring seamless end-to-end delivery of IT services and IT training across the organization. This role will implement robust IT Service Management (ITSM) practices enhance IT operations coordination and specialize in remote access environments to optimize user hybrid work experiences. The Director will establish and monitor service performance metrics drive continual improvement initiatives application and EHR training programs and foster strong collaboration between IT operations and clinical operations.

Responsibilities

End-to-End Service Management: Implement and oversee ITSM best practices including incident problem and change management processes ensuring prompt response and resolution of IT issues to maximize user satisfaction and minimize downtime.

Infrastructure Operations Coordination: Collaborate closely with infrastructure and operations teams to ensure backend operations seamlessly align with frontend user needs. Coordinate planned maintenance communicate infrastructure incidents clearly and bridge operational gaps for smooth and reliable service delivery.

Remote Access Expertise: Establish and manage specialized competency for remote applications infrastructure ensuring stable secure and efficient delivery of virtual applications and desktops. Conduct capacity planning performance tuning and troubleshoot connectivity issues proactively to support remote access needs of clinicians and staff.

Service Level Monitoring: Define track and report on Service Level Agreements (SLAs) and performance metrics such as resolution times and system availability. Regularly present service performance insights to the CIO and lead continual service improvement initiatives including user feedback and staff training.

Leadership and Coordination: Provide oversight and strategic input on service delivery aspects across IT infrastructure cloud and applications teams. Foster alignment collaboration and integrated processes to ensure operational excellence and high-quality user experiences.

PREFERRED QUALIFICATIONS:

10 years of progressive IT experience with significant leadership roles focused on IT Service Delivery IT operations SLA management IT Governance Change Management Training and end-user support delivery.
5 years hands-on experience managing and optimizing IT operations and training environments for healthcare or similar critical enterprise systems including EHR systems.
Proven ability to successfully implement ITSM processes (incident problem change management) and drive measurable improvements in service delivery metrics.
Strong understanding of IT operations and supporting remote application and hybrid workforces using IT operations delivery technologies.
Demonstrated leadership capabilities including team building mentoring and fostering collaborative cross-team interactions.
Excellent communication and interpersonal skills adept at translating complex technical concepts into clear actionable insights for both technical and non-technical stakeholders including senior executives.
Familiarity with healthcare regulatory frameworks notably HIPAA SOC PCI and compliance implications for IT service delivery.
Proven ability to implement a vendor management process

PHYSICAL GUIDELINES:

Physical guidelines include the ability to move traverse position self remain in a stationary position and negotiate steps for up to eight hours per day; use basic office equipment; visual and auditory acuity.

NOTE:

This document is intended to describe the general nature and level of work performed. It is not intended to act as an exhaustive list of all duties skills and responsibilities required of personnel so classified. Attendance is an essential function of the job.

LEXINGTON CLINIC IS AN EQUAL OPPORTUNITY EMPLOYER (EOE)