Executive Director, Service & Delivery

Employment Type

: Full-Time


: Healthcare - Allied Health

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This executive leads the local IT strategy, operations and the delivery of IT products and services for half of the 14 service areas within the Northern California Region. Reporting to the NCAL Information Officer as part of the Care Delivery Technology Services (CDTS) organization, this position is responsible for supporting the goals of the Region/Service Area leadership team, NCAL IT and CDTS. It essential that the executive contribute towards the development of long-term strategy and technology roadmaps in collaboration with the Region and Service Area leadership and other stakeholders across IT. This executive is expected to coordinate and align programs and plans across regional, hospital and IT functional levels in alignment with KP strategy. At times, developing and executing multi-year programs/initiatives and ensures effective execution and delivery of planned benefits. To manage the IT operations effectively, this position will drive strategy, align operations, drive standardization and address IT issues at the regional and program level, as appropriate. This position leads and directly manages seven NCAL Area Information Officers (AIOs) and is accountable to ensure the AIOs provide the strategic and operational needs for the local service areas while staying aligned with regional, NCAL and CDTS strategies. In this role, the incumbent leads a team of leaders who are accountable for being the customer facing delivery and operational arm of the NCAL KPIT for the service area leadership team. This position ensures that the delivery of IT products and services are provided consistently across all service areas and meets or exceeds customer expectations. This position consistently supports compliance and the Principles of Responsibility (Kaiser Permanentes Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to the applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and Kaiser Permanentes policies and procedures. Essential Responsibilities: - Business Insight understand stakeholder-s goals and what IT capabilities are needed to meet their goals. - IT Service Insight, able to articulate and define the true value of the IT function; has realistic expectations of current IT service delivery, to support stakeholder and business needs. - Partners with Regional and Hospital executive leadership to implement business strategies, while representing IT interests. May lead Regional project/programs on behalf of IT, delivering high-business value. - Through consultation and influence will drive standardization and cost saving IT solutions for the Region. - Proactively seeks to understand and meet or exceed business requirements, expectations, and desired business metrics impacted by technology. - Engages regional lines of business providing input into their IT and operational strategies. - Represents IT to the Executive Regional Leadership. Negotiates performance expectations and makes commitments with the Regional Leadership regarding IT strategy, operations, project delivery and consultation. - Manages a team of Area Information Officers (AIOs) who are based at the service area and are an integral part of the local Medical Center leadership team. AIOs work closely with local IT field technicians (who report to End User Services), Clinical Technology and National Facilities Services. - Partners with a peer who has responsibility for the remaining 7 service areas. - Provides the Regions operational and strategic feedback to Enterprise Architecture, IT Operations and the national portfolios. - Leads and manages vendor relationships for IT goods and services provided to the Region. - Manages ~65 employees (with 9 direct reports), and a budget of over $7mm to deliver the IT operations for the 7 service areas in the Region. Provides oversight and guidance to team members, while delegating appropriately and holding them accountable for high performance. - Has financial accountability for own area. Manages and monitors all budgets, ensuring that programs are delivered within or under budget. - Models and reinforces ethical behavior in self and others in accordance to the Principles of Responsibility, adheres to organizational policies and guidelines, supports compliance initiatives, maintains confidences, admits mistakes, conducts business with honesty, shows consistency in words and actions, and follows through on commitments. Basic Qualifications: Experience - Minimum five (5) years of high-level leadership experience in IT operations, product development, customer engagement, or larger scale technology service delivery including leading development of strategy and successfully executing same within large scale, highly reliable IT operations with 7/24/365 accountability Education - B.S. degree in engineering, mathematics, computer science or related technical field, or minimum five (5) years of experience in a directly related field. - High School or General Education Development (GED) required. License, Certification, Registration - N/A. Additional Requirements: - Demonstrated consistent track record in on-time and on-budget delivery of multi-year, million-dollar programs that have delivered substantial business value. - Overseen related/similar areas of work across multiple IT functional or business areas and demonstrated the ability to drive effective integration and collaboration across areas. - Experience working in complex, matrixed organizations, requiring strong stakeholder understanding and influencing. - Experience dealing with significant challenges and setbacks, staying resilient and rebounding in a positive way. - Successfully led, managed, motivated and developed large teams, as evidenced by engagement, turnover, promotion, and/or succession outcomes Preferred Qualifications: - Additional senior-level leadership experience in IT service delivery, technology operations or end-to-end executive leadership of technology delivery and operations is strongly preferred. - Masters level graduate degree and/or M.B.A.

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