IT Service Delivery Lead - IT Planning and Governance

IT Service Delivery Lead

The IT Service Delivery Lead is responsible for overseeing and managing the delivery of IT services to ensure they meet or exceed agreed-upon service levels and customer expectations. This role involves coordinating with various teams, managing service delivery processes, and implementing strategies to improve overall service quality. Additionally, the role includes a focus on technology delivery and problem management to address and resolve complex IT issues.

Primary Responsibilities:

1. Manage and support IT projects related to technology and service delivery, including planning, execution, and post-implementation review.
2. Monitor IT project budgets, ensuring financial targets are met and resources are utilized efficiently.
3. Ensure projects are completed on time, within budget, and to the satisfaction of stakeholders.
4. Lead cross-functional teams, providing guidance, support, and motivation to ensure project success.
5. Lead the problem management process to identify, analyze, and resolve underlying issues impacting IT services. Develop and implement solutions to prevent recurring problems and minimize service disruptions.
6. Evaluate and improve service delivery processes, methodologies, and tools. Implement best practices and identify opportunities for efficiency gains and enhanced service quality.
7. Act as the primary point of contact for key Internal IT stakeholders and customers regarding service delivery matters.
8. Address and lead the resolution of any service-related issues or escalations in a timely and effective manner.
9. Ensure that all IT service delivery activities adhere to relevant regulatory requirements, industry standards, and internal policies. Identify and mitigate risks associated with service delivery.

Work Experience:

Minimum Qualifications:

• Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a relevant field.
• Work Experience:

1. Five (5) years' experience in healthcare or information technology OR
2. Three (3) years' experience in healthcare or information technology accompanied with an Epic certification.

• Licensure: None
• Certification: None
• Certification In Lieu of Education: Advanced certification (e.g., PMP, Advance Scrum, LEAN Black Belt).
• Skills/Knowledge/Abilities:

1. Proven ability in project management of IT initiatives or projects.
2. Knowledge and expertise in service management, with a strong focus on problem management and resolution.
3. Ability to drive continuous improvement initiatives and adapt to evolving IT landscapes.
4. Strong problem-solving skills and a proactive approach to addressing service delivery challenges.

Preferred Qualifications:

• Education: Master's degree in Business or Healthcare Administration, Information Technology, or a relevant field.
• Work Experience: Any one of the following:

1. One (1) year experience with Epic EMR Go-Lives OR
2. Five (5) years' experience in healthcare or information technology.

• Licensure: None
• Certification: Two (2) core Epic certifications prior to start date and maintained.
• Work Experience In Lieu of Education: Advanced IT certification prior to start date and maintained.
• Skills/Knowledge/Abilities:

1. Proficient in Microsoft Office Outlook, Teams, Word, Excel, PowerPoint, etc. Understands Epic ego system and possible impact of changes to various applications.
2. Understands governance structure for changes to ego system (CAB).
3. Understands various the Gold Star Program and leads the organization in obtaining highest level.
4. Understands the Honor Roll Program and leads the organization in obtaining highest level.
5. Savvy in Nova and can lead quarterly upgrades
6. Ability to collaborates well with others.
7. Deep knowledge of Epic modules and how they interact with other systems.
8. Ability to analyze complex processes, understand information systems, and use data to support design decisions.
9. Ability and expertise in managing multiple projects, setting priorities, and adapting to changing work demands.
10. Strong ability to communicate effectively with technical and non-technical stakeholders, build relationships, and foster collaboration across teams.

Physical Requirements:

• Majority of time involves sitting or standing; occasional walking, bending, and stooping.
• Long periods of computer time or at workstation.
• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined.
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.

Benefits:

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

Schedule: Full-Time

Shift Times: 8:00am-5:00pm

Paygrade: PG-44