Director, Service Delivery

University of Chicago • Full-time • Albert Merrit Billings Hospital, United States of America • 2w ago

Department

BSD BIS - BSDIS

About the Department

The University of Chicago Biological Sciences Division (BSD) contains all elements of academic medicine. Basic and translational research, education, and patient care unite on a single campus. As part of the University of Chicago, we pursue globally impactful solutions to seemingly unsolvable challenges. Through our rigorous research, innovative education, and comprehensive care and healing, we collaborate on life-changing advancements that create meaningful results for our community and the world, including a greater, more equitable future for all. UChicago Medicine is in the sweet spot of growing and building, which will require understanding how to support that from an IT perspective. This includes bringing new practices onto our platforms and working on service delivery across the Biological Sciences Division and the University.

Job Summary

Under the direction of the Vice President and Chief Technology Officer, the Director, Service Delivery is responsible for setting the overall direction, standards and design and strategy for service delivery within the University of Chicago Medical Center (UCMC) and University of Chicago Biological Sciences Division (BSD). Works in collaboration with the other IT leaders across all UChicago affiliated organizations to ensure business goals are being met. This position will be responsible for ensuring that a disciplined process for all service delivery is followed including key performance indicator metrics, service level commitments, troubleshooting, and continuous improvement in service delivery and creative thinking in exceeding our partner’s expectations. In addition, this position is responsible for the day-to-day leadership of the Service Desk, Field Services, Desktop Engineering, Access Management, Change Management, Service Delivery Analyst and AV Services teams residing in UCMC and BSD. As services grow, it is vital that this position be capable of supporting and managing the infrastructure as well as the complex needs and requirements of a medical center, research division and academic units. Possesses an understanding of AI and their capabilities within service delivery, use cases in medicine and research as well as broader ethical considerations. Knowledge of key infrastructure functions, technologies and services are a requirement of this position.

Responsibilities

Leadership:

Provides leadership & direction for all IT service teams within UCMC and BSD.
Works in collaboration with other leaders to ensure technology platforms meet business requirements.
Oversees and manages the end-to-end service delivery process to ensure all services meet the business requirements.
Works to ensure the highest quality of service for the customer domains of medical center, research and academic.
Manages the service delivery budget, including forecasting, allocation, and cost control.
Optimizes resource utilization to achieve service delivery objectives effectively.
Manages the Service Desk, Field Services, Desktop Engineering, Access Management and AV Services teams.
Ensures strict security compliance across the organization taking into consideration the operational needs and differences between medical center, research and academic units.
Works with UCMC and BSD leadership to set the overall direction and standards for service delivery.
Manages the chargeback process for service that have been established for BSD endpoint service delivery.
Oversees the support and management of over 300 AV enabled classroom and conference room spaces as well as a comprehensive digital signage system.
Be a thought leader in mobile first and wireless first strategies.
Lead efforts around standardization and service consolidation where it is a mutual benefit to, and in alignment with, overall business goals.
Fosters a culture of strong cross-IT collaboration within a highly decentralized environment.

Professional Development:

Identifies training and development needs for team members to ensure skill advancement and career growth.
Responsible for individual technical training of teams.
Responsible for career guidance and professional development for teams.

Technical Project Coordination:

Makes recommendations for resources required to maintain and/or expand services.
Helps teams remove roadblocks which are hindering the process of projects.
Maintains the teams overall project portfolio and works with the key stakeholders to determine prioritization.

Service Improvements:

Fosters a culture of innovation within the service delivery team, encouraging new ideas and creative problem-solving.
Communicates regularly with stakeholders to provide updates, gather feedback, and address concerns.
Sets overall direction, standards and design for service delivery for all environment and new technologies.
Manages SLAs and reports out on SLA adherence quarterly to key stakeholder groups.
Develops and manage KPIs for common services that align with business expectations and needs.
Oversees and manage policies and standards around asset management, computer standards, technology lifecycle management and other services being delivered.
Ensures that all regulatory requirements are met and followed for the domains overseen.

Relationships:

Manages vendor relationships.
Manages UCMC and BSD departmental relationships.
Works closely with BSD independent IT support and BSD leadership.
Interfaces with UChicago ITS and other UChicago counterparts to collaborate on common solutions and service deliver strategy where it makes sense.
Maintains close relationships with IT staff across UChicago to ensure services provided by other units are in alignment with the business needs of UCMC and BSD such as networking, voice, collaborative tools, etc.
Manages employees through subordinates, usually other managers. Establishes performance goals, allocates resources and assesses policies for direct subordinates.
Directs functional business plans and contributes to the development of IT systems strategy, goals, and priorities.
Performs other related work as needed.

Minimum Qualifications

Education:

Minimum requirements include a college or university degree in related field.

Work Experience:

Minimum requirements include knowledge and skills developed through 10+ years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Education:

BS or BA degree in Computer Science or Engineering strongly preferred.
Advanced degree, strongly preferred.

Experience:

10+ or more years of leadership experience.
Independent problem-solver. Sorts through issues and conducts comparative analysis of multiple solutions (i.e. skilled in problem analysis; pays very close attention to detail).
Able to work in a team environment or independently.
Excellent listening and organizational skills with emphasis on detail and follow-through.
Able to organize and delegate tasks, coordinate projects and be willing to advise others.
Skilled in project management and work plan development and implementation.
Effective oral and written communication skills and interpersonal skills.
Experience in Health Care and/or within an academic research division is strongly preferred.
Project leader training, strongly preferred.

Licenses and Certifications:

ITIL V3 or V4 Foundations Certificate.

Preferred Competencies

Excellent supervisory and staff management skills.
Strong time management, organizational, project management, and analytical skills.
Ability to prioritize multiple projects.
Ability to communicate technical information to a non-technical audience in a clear and coherent manner.
Expertise in the area of group technology and its role in broader IT strategy.
Ability to handle confidential information with discretion.
Ability to communicate across all levels, from technical development to members of the leadership team.
Excellent oral and written communication skills.
Deep knowledge and experience of a mix of operating systems, Active Directory, Networking and Telecommunications, Microsoft Office, SharePoint, and equivalent systems.
Excellent listening skills with the ability to empathize and focus on client service.

Working Conditions

Office Environment.
Regular attendance; lengthy periods of keyboarding; lifting, carrying, and moving computers and computer peripherals; moving from building to building on campus.

Application Documents

Resume (required)
Cover Letter (preferred)

When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family

Information Technology

Role Impact

People Manager

Scheduled Weekly Hours

Drug Test Required

Health Screen Required

Motor Vehicle Record Inquiry Required

Pay Rate Type

Salary

FLSA Status

Exempt

Pay Range

$160,000.00 - $230,000.00

The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible

Yes

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in theBenefits Guidebook .

Posting Statement

The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

All offers of employment are contingent upon a background check that includes a review of conviction history.A conviction does not automatically preclude University employment.Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.

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