VP, IT Services

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Job Description Summary:

The VP IT Services role is a critical position for OhioHealth’s technology leadership team and is responsible for the day-to-day operations of technology services across our hospitals, care sites, and corporate functions. This position requires a strong, service-oriented leader who is dedicated to understanding the needs of our customers. The VP IT Services will be responsible for defining and executing world-class service and embodying the spirit of "we're always there" for the overall OhioHealth organization. The VP IT Services will oversee, manage, and continually improve hospital & care site operations, clinical service line operations, service desk, and IT service management. This role requires a strategic leader who can drive operational excellence, continual improvement, and efficiency across the healthcare system's IT services, ensuring the delivery of high-quality, patient-centered care.

Responsibilities And Duties:

Strategic Vision: Define the structure, management, and deployment of IT Service teams in support of hospitals, care sites, corporate offices, and service desk operations.
Outcome focused: Define and manage key outcome-focused metrics (e.g., CSAT and Customer Effort Score) for driving the continual improvement of IT Services to OhioHealth. Define and execute the IT Service teams' participation in OhioHealth’s Six Sigma practice for operational excellence.
Operational Excellence: Define operational management programs and practices for IT Services teams. Lead the continual improvement of IT service management processes, focusing on operational excellence and alignment with industry best practices. Implement strategies to enhance the efficiency and effectiveness of IT support in a healthcare setting.
Stakeholder Engagement: Define clear operational score cards with ability to roll-up or drill down into details for service details (systems condition, incidents, requests, outcome metrics). Establish clear plan of engagement across organization to ensure connection and process established with OhioHealth counterparts (from hospital presidents to service line leaders).

Minimum Qualifications:

Bachelor's Degree: Information Technology (Required)

Additional Job Description:

MINIMUM QUALIFICATIONS

• University bachelor’s degree in the field of computer science or business administration. Master’s degree considered a plus.
• Healthcare Industry Experience: Previous work experience leading large, distributed service organizations within the healthcare industry.
• Ten (10) plus years’ experience managing and/or directing technology service organizations.
• Seven (7) years’ experience working in the healthcare industry and/or academic health science center environment.

DESIRED ATTRIBUTES

• IT Service Management Expertise: Extensive experience in IT Service Management and ITIL processes, with Six Sigma certifications as a plus.
• Familiarity with ServiceNow: Experience with capabilities provided and available through technologies like ServiceNow.
• Excellent knowledge of technology environments, including telecommunications, networks, programming, media, and desktops.
• Solid understanding of computer systems characteristics, features, and integration capabilities.
• Technical experience with systems networking, databases, Web development, and user support.
• Exposure to business theory, business processes, management, budgeting, and business office operations.
• Excellent understanding and practical application of project management principles.
• Proven experience in planning, organization, and development.
• Superior understanding of the organization’s goals and objectives.
• Demonstrated ability to apply technology solutions to business problems.
• In-depth knowledge of applicable laws and regulations as they relate to technology issues.

BEHAVIORAL COMPETENCIES
Leadership Competencies

INFORMATION SECURITY

•  Maintains confidentiality of log-on password(s) and security of other authentication devices (e.g., key fobs, proximity devices, etc.).
• Ensures privacy and security of information entrusted to their care.
• Uses company business assets and information resources for management-approved purposes only.
• Adheres to all information privacy and security policies, procedures, standards, and guidelines.
• Promptly reports information security incidents to the OhioHealth Information Security Officer.
   

RESPONSIBILITIES AND DUTIES

• Strategic Vision: Define the structure, management, and deployment of IT Service teams in support of hospitals, care sites, corporate offices, and service desk operations.
• Outcome focused: Define and manage key outcome-focused metrics (e.g., CSAT and Customer Effort Score) for driving the continual improvement of IT Services to OhioHealth. Define and execute the IT Service teams' participation in OhioHealth’s Six Sigma practice for operational excellence.
• Operational Excellence: Define operational management programs and practices for IT Services teams. Lead the continual improvement of IT service management processes, focusing on operational excellence and alignment with industry best practices. Implement strategies to enhance the efficiency and effectiveness of IT support in a healthcare setting.
• Stakeholder Engagement: Define clear operational score cards with ability to roll-up or drill down into details for service details (systems condition, incidents, requests, outcome metrics). Establish clear plan of engagement across organization to ensure connection and process established with OhioHealth counterparts (from hospital presidents to service line leaders).

Work Shift:

Day

Scheduled Weekly Hours :

40

Department

Ohiohealth Administration

Join us!
... if your passion is to work in a caring environment
... if you believe that learning is a life-long process
... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment