Website Beth Israel Lahey Health

The VP, IT Support Services is responsible for the entire organization’s IT support services domain including strategy, ongoing service delivery management and governing policies. The role will manage the processes of offering and aiding with technology-related devices such as computers, mobile devices, IoT devices, etc. This role will also coordinate and supervise internal and external operations for IT support services, including 24/7/365 service desk and production operations. As a member of the senior IT leadership team, the role contributes to the development and execution of the organization-wide IT strategy and ensures its alignment with the organization’s business strategy and the delivery of capabilities required to achieve business success. This role reports directly to Chief Information Officer.

PRIMARY RESPONSIBILITIES:
• Sets the mission and vision of the overall BILH wide IT Support Services function. Champions Support Services’ involvement in the IT organization’s innovation efforts and its role in experimenting with new solutions to support business in taking advantage of business opportunities.
• Leads the development of strategic Support Services solutions that fit the organization’s needs, including its organization-wide integration.
• Leads the day-to-day SLA driven operations of the BILH wide IT support services business line including user end point support, help desk and service desk operations and a variety of projects to continuously improve the IT support services function in alignment with the system direction.
• Develops long-term term strategic vision for areas of responsibility; evaluates, develops, and recommends solutions specific to individual departments within the organization.
• Manages the process of offering and providing assistance with technology-related devices such as computers, mobile devices, IoT devices, etc. Works closely with the other IT teams to ensure they have the right offerings and capabilities that meet customer and market expectations.
• Works with the senior IT leadership team to analyze key business initiatives and information needs that support, influence and transform the business operations and strategy. Acts as a trusted advisor; builds and maintains relationships with other IT leaders and business executives to develop a clear understanding of business needs; ensures cost-effective delivery of IT services to meet those needs and is able to respond with agility to changing business priorities.
• Designs overall policies for the Support Services function in terms of troubleshooting problems, identifying and correcting technical issues, providing advice on infrastructure related upgrades and improvements.
• Develops and oversees implementation of policies governing efficient operations across the support services function. Promotes productivity and quality improvements through development of improved procedures, process innovations and changes which support the strategic direction of the department.
• Implements productivity, quality, and customer-service standards, resolves problems, identifies trends, determines system improvements and implements change in order to ensure customer satisfaction.
• Develops and controls the annual operating and capital expenditure budget for the Support Services function to ensure it is consistent with overall strategic objectives of IT and the organization and is within plan.
• Works with HR and the Support Services leadership teams to develop leading-edge and innovative solutions for recruitment, development and retention of the workforce, while forecasting future skill requirements for the organization. Provides leadership, coaching and direction to the Support Services leadership team and staff.
• Serves on the planning and policy-making committees; drives the development of the organization’s technology standards, governance processes and performance metrics to ensure the Support Services function delivers value to the organization.

PREFERRED LEADERSHIP COMPETENCIES:
• Driving Results: Translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results.
• Coaching and Developing Others: Providing feedback, instruction, and developmental guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities
• Emotional Intelligence: Establishing and sustaining trusting relationships by accurately perceiving and interpreting one’s own and others’ emotions and behavior in the context of the political environment; leveraging insights to effectively manage one’s own responses and reactions.
• Leading Change: Identifying and driving organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives; catalyzing new approaches to improve results by transforming organizational culture, systems, or products/services.
• Systems Thinking/Setting Healthcare Business Strategy: Looks beyond the immediate by establishing and committing to a long-term business direction after considering clinical and financial data, resources, market drivers, and organizational values; anticipating and responding to shifts within the market, technology, or policy environment that influence the delivery, management, and financing of healthcare.

ORGANIZATIONAL REQUIREMENTS:
• Maintain strict adherence to the BILH Confidentiality policy.
• Incorporate BILH Standards of Behavior and Guiding Principles into daily activities.
• Comply with all BILH Policies.
• Comply with behavioral expectations of the department and BILH.
• Maintain courteous and effective interactions with colleagues and patients.
• Participate in departmental and/or interdepartmental quality improvement activities.
• Participate in and successfully complete Mandatory Education.
• Perform all other duties as needed or directed to meet the needs of the department.

CANDIDATE PROFILE:
Required Qualifications:
• Master’s degree in Computer Science, Information Systems, Business, or other related field, and/or other equivalent work experience
• Minimum of fifteen years relevant technical and business experience, including five to seven years of leadership responsibilities
• Demonstrated experience in strategic planning, organization, design and development
• Must be skilled with Technology expertise, operational excellence, and IT Capability awareness
Ideal Experience:
• Five or more years’ experience in large, cross-functional teams influencing senior-level management and key stakeholders effectively across the organization and within complex contexts.
• Deep technical knowledge in IT Support Services
Leadership Capabilities:
• Decision Making: Ability to make decisions with significant, broad implications for the management and operations of a major department or multiple departments. Participates in decisions on overall strategy and direction of the organization.
• Diversity, Equity, Inclusion and Belonging: Ability to foster and promote diversity, equity, inclusion and belonging within our organization.
• Problem Solving: Ability to address problems that are broad, complex and abstract, often involving Medical Center-wide issues and requiring substantial creativity, resourcefulness, staff engagement, Lean diagnostic techniques, negotiation and diplomacy to develop solutions
• Independence of Action: Ability to set direction and vision for major departments or multiple departments. Establishes priorities, develops policies and allocates resources.
• Written Communications: Ability to communicate complex information in English effectively in writing to all levels of staff, management and external customers across functional areas.
• Oral Communications: Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others.
• Knowledge: Ability to demonstrate broad and comprehensive knowledge of theories, concepts, practices and policies with the ability to use them in complex and/or unprecedented situations across multiple functional areas.
• Team Work: Ability to lead and direct multiple collaborative teams for large projects or groups both internal and external to the Medical Center and across functional areas. Results have significant implications for the management and operations of the organization.
• Customer Service: Ability to lead operational initiatives to meet or exceed customer service standards and expectations in assigned unit(s) and/or across multiple areas in a timely and respectful manner.

INCLUSION STATEMENT:
BILH places great value on being a diverse and inclusive community. BILH and Lahey Health Medical Center are dedicated to diversity, equity, and inclusion as we aim to reflect the diversity of the patients in the communities that we serve. We believe in equal access to quality care, as well as employment and advancement opportunities encompassing the full spectrum or human diversity: race, gender, sexual orientation, religion, ethnicity, national origin and all the other forms of group and individual identity and expression that make us better able to provide innovative and cutting-edge healthcare and research. To make our vision a reality, we are most interested in finding spectacular candidates for this posting and encourage applicants of all backgrounds to apply even if every qualification listed is not met.

Tagged as: executive, service support, servicenow administration

You can apply to this job and others using your online resume. Click the link below to submit your online resume and email your application to this employer.