Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.
Position Summary:
The Executive Director, IT Services position will directly impact our key foundational aim to be integrally close to, and in tune with, the business at the enterprise, functional, and unit levels engaging on strategies, goals, challenges, and needs.
The Executive Director IT Services will be responsible for providing products and services to the City of Hope region, for the National Medical Center, the LA Network, and service delivery functions in support of the enterprise.
Essential Functions:
The Executive Director will provide support for the Clinical Operations services within the region and is a consulting and delivery group which provides oversight for implementation of projects, working with local business partners to strategize, design, and implement applications and technologies while taking responsibility for managing variation, reducing total cost of ownership, and advancing the business objectives and models as defined. The Leadership team serves as primary point of engagement across all IT portfolios and provides management oversight to local IT teams that may include clinical training and informatics/adoption services, all technical resources to include desktop and local infrastructure support, local applications analysts, project managers, and any other local services provided by IT. The Executive Director partners with IT enterprise and shared services and establishes and delivers the value of IT programs with appropriate balance between standardization and customization in the most optimal way. This role is accountable for understanding, promoting, and supporting the business partners strategic direction and priorities and enabling alignment between regional and enterprise priorities and vice versa. The IT Executive Director is expected to operate as a strategic business partner with members of the regional leadership team on all issues (not restricted to the area of IT but broader digital services). In addition, the regional IT leaders are expected to provide regional input into the IT strategic plan and be a thought leader by appropriately influencing enterprise solutions. The Executive Director for the Duarte region will work collaboratively with the Clinical Informatics team to ensure alignment on clinical initiatives that impact the enterprise as well as optimization that will enhance the customer experience.
The Executive Director, IT Services will be accountable for delivery of the IT services to the customers, obtaining feedback and measuring the value of the services through key metrics. Key areas will include overall perception of IT, improvement in collaboration on partnership, streamlining processes, reducing friction in resolving issues, and delivering services in a timely manner. In all cases, the Executive Director assigned to customer executives will be considered part of the customer executive team to ensure understanding of the customer priorities and navigate across the IT organization to ensure appropriate services levels are achieved. The position is on-site and expected to meet with leadership, engage clinicians, and round within the departments routinely. The Director will provide daily oversight to the local IT team.
The Executive Director in the Duarte region will have leadership oversight for the enterprise Help Desk and will ensure that all regions are receiving consistent service delivery based on defined organizational SLAs.
PRINCIPAL RESPONSIBILITIES:
- Provides leadership to the regional executives for local IT service delivery based on tiered models.
- Responsible for the development of new service strategies and service models to meet the needs of clinical operations.
- Maintains an understanding of the strategic priorities across region and collaborates with other leaders in IT, and the Digital Vertical as needed, to support the execution of those strategies.
- Lead and maintain the design and delivery of the regional support model, to include tiered support models, leveraging best practice to include adoption of ITSM standards for business relationship management and certifications in BRMI for leaders and team members.
- Provides leadership to the regional IT executives leveraging a shared leadership model with the Regional Operations executive through join goal development, performance evaluations, and development plans.
- Develop and implement a shared leadership model for regional teams based on services provided ensuring a dual reporting relationship exists within the IT central services leaders to maintain competency.
- Lead people management activities to drive workforce engagement and development.
- Responsible for oversight of development of tiered services programs as it relates to the needs of a specific region. Works collaboratively with System VP and the Enterprise IT leadership in packaging and pricing services for the region assigned.
- Responsible for oversight and delivery of the enterprise help desk and associated service delivery and support.
- Works in a matrixed environment with Clinical Informatics to implement and support key initiatives that impact clinical operations.
- Provide leadership oversight for IT services that support the LA Network. Work with internal teams to define a support standard for all network sites across the enterprise.
- Directs and provides primary accountability for all IT service delivery within the Duarte region and LA network. Oversees and manages IT managers and employees in delivery of local IT services. Works extensively with the entity Executive to ensure IT plans are customer focused and provide value added services. Responsible and accountable to ensure all IT service commitments are met.
- Performs other related duties as assigned or requested.
