Director, Technology Operations

Provides oversight for the Information Technology (IT) Operations division (Help Desk, Interoperability, Access provisioning) and Application Services team. Establishes and maintains a high performing staff to perform the required functions of the areas of responsibility. Oversees the development of policies, procedures, and standard operating procedures related to the use, management, and support of the organizations systems. Manages the system selection process including the oversight of the development of request for purchase (RFP), evaluation of responses, and coordination of site visits & reference calls. May be required to communicate with and provide operational reports and Metrics to senior management. Must be able to multi-task, perform all duties independently with strong prioritization skills, and be self-directed in utilizing resources to meet objectives. Maintains a high level of standardization and consistency while providing adequate opportunities for team member growth and skill development.

• Oversees the IT Operations division (Help Desk, Interoperability, Access Provisioning) and Application Services team.
• Provides oversight on system evaluations, assessments, implementation, optimization, integration, support, and operations. Recommends solutions based on user requirements, organizational strategic objectives, and DCH/Healthcare Industry standards.
• Ensures assigned teams effectively and economically meet current and anticipated future demands of users. Provides effective leadership in assessment and analysis efforts for implementation, support, operations and oversight of assigned projects.
• Ensures the development, coordination, and maintenance of operational plans in support of the overall clinical/patient-focused mission and business strategy. These plans define a vision for meeting current and future information and technology needs for the organization.
• Works closely with Chief Information Officer, Compliance and Legal to negotiate contracts with IT specific items, soliciting involvement and participation of other management team members as appropriate.
• Establish appropriate service level agreements (SLA) and monitor/measure performance, system reliability, functionality, and uptime to ensure services levels are being met in coordination with managers of assigned teams.
• Establish and monitor key metrics for effectively managing areas of responsibility.
• Ensure that enterprise information systems operate according to internal standards, external accrediting agency standards, Compliance, and regulatory/legal requirements.
• Oversees implementation of new applications, ongoing systems enhancements, file maintenance, testing, system monitoring, problem resolution, system configuration, optimization, and systems validation.
• Responsible for defining the core competencies, ongoing training, and professional development for the managers assigned to areas of responsibility. Manages staffing to meet department requirements, budgets and productivity. Hires, evaluates, counsels, mentors, schedules, disciplines, and terminates staff.
• Demonstrates knowledge of fiscal responsibility by maintaining an efficient work environment and maintaining knowledge of and managing the departmental budget.
• Serves as a leadership resource for assigned Information Technology tasks and projects.
• Collaborates with the Project Management Office (PMO) to ensure projects assigned to area of responsibility have proper resource allocation, contractual obligations, key performance indicators/metrics, predetermined timelines, and budget considerations.
• Responsible for developing and coordinating Information Technology Downtime Procedures and Processes in coordination with IT Management.
• Participates in budget and resource planning in Information Technology and as a resource to Information Technology customers.
• Develops processes to oversee and maintain the quality of services delivered by Information Technology.
• Develops and maintains a collaborative working relationship with IT Management, staff, and operational leaders within the organization.
• Participates in on-call coverage as needed.
  
  
  

DCH Standards

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.
• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.
• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.
• Minimum Required Bachelor's degree in Computer Science, Information Systems, Information Technology, or related discipline is required. Additional Requirements Master’s Degree in Business Administration, Information Systems or related discipline obtained within three and a half (3.5) years of hire as a condition of employment.
• 5 years of progressive IT experience with at least 3 years in a leadership role in IT is required.
• Demonstrated ability to work independently and sustain multiple simultaneous complex projects required.
• Experience with Meditech and/or a health care EMR system is highly preferred.
• Preferred Certifications/Licensures Project Management Professional (PMP), Information Technology Infrastructure Library (ITIL).
• Excellent written and verbal communication skills with the ability to make formal presentations required.
• Exhibits strong interpersonal skills and management abilities to deal effectively with all levels of internal and external personnel.
• Possesses expert personal computer skills with experience in applications implementation and project planning with a high level of knowledge of Information Technology and healthcare systems and processes.
• Must be able to read, write legibly, speak and comprehend English.
  
  
  

WORKING CONDITIONS

WORK CONTEXT

• Includes Daily coordinate or lead Others, frequently deal with external customers, Frequent use of Electronic Mail, Frequent Face-to-Face discussions, demonstrating leadership skills, delegating to team members, addressing conflict, communicating effectively with all types of personalities, Being responsible for outcomes/results.
  
  
  

PHYSICAL FACTORS

• Physical presence onsite is essential.
• May require extended work hours and on-call coverage.
• Ability Extent Flexibility, Gross Body Coordination, Gross Body Equilibrium
• Activities talking, hearing, bending, twisting, walking, running, kneeling, crouching, stooping, balancing, reaching, pushing, pulling, lifting, grasping, repetitive motion, standing, and/or using hands to handle, control, or feel objects, tools or controls.
• Requirements Light Work Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently.
• Must be able to perform the duties with or without reasonable accommodation.
• Hearing and vision must be normal or corrected to within normal range.
  
  
  

Other Job Factors

• Must have a valid Alabama driver’s license and the ability to travel to all Health System facilities.
• Abilities Deductive reasoning, Inductive reasoning, written expression
• Work Styles Analytical thinking, attention to detail, cooperation, dependability, independence, initiative, innovation, integrity, leadership, and self-control