System Director IT Business Operations

Fairview has an opportunity for an experienced visionary IT Business Operations leader to join our healthcare organization.The System Director of IT Business Operations at Fairview Health Services is a key leadership role under the VP of Digital Transformation, Operations and Planning. This position requires a blend of business acumen, user experience and technological expertise to be successful.

The key responsibilities will combine operational responsibility for assigned areas, with exemplary service delivery while promoting an environment of innovation and efficiency.

IT Business Operations

Enterprise Architecture:

• Defining and optimizing a resilient and agile enterprise architecture that is in alignment and future ready with core business initiatives.
• Balances technology modernization, stability, resilience goals with cost and capability

• Develop and implement robust architecture plans to scale and secure our IT systems and data, ensuring compliance with industry standards and protection against emerging threats.

• Continuously monitors and solves for technical debt
• Manages the exception process

 ServiceNow Utilization:

• Develop initiatives to leverage ServiceNow as a core competency for Fairview, optimizing and customizing the platform to meet our unique operational needs and enhance service delivery.
• Maximize adoption and maturity in value generation while keeping ROI and TCOC front and center of planning
• Understand and optimize user experience while maximizing secondary and tertiary use cases from the transactional data 

External Affiliate Technology Program:

• Establish an External Affiliate Technology Practice as a comprehensive capability and a potential new revenue stream.
• Develop a new operational and business model for current IT offerings.
• Subsequently develop the plan to expand the type of IT services and capabilities to external partners.

IT Support Services:

• Reimagine the IT Support Services including the ServiceDesk, Enterprise Monitoring, and Level 2 Support to increase efficiency, reduce response times, and improve user experience satisfaction.
• Implement modern technologies and value driven process improvements to transform these services into robust, scalable solutions that support both immediate needs and long-term growth.
• Reduce dependance on manual processes and scale AI and automation appropriately

     IT Service Management

• Capability and Process Enhancement:
• Enhance Technology and Digital capabilities in collaboration with Learning & Development, ensuring that the transformation aligns with ITSM best practices to efficiently manage IT services across the enterprise.
• Lead cross-functional teams to identify opportunities for digital innovation, implement ITSM-aligned solutions, and drive significant change across people, processes, and technology to support continuous service improvement.
• Service Delivery Optimization:
• Drive the adoption of digital tools, technologies, and ITSM processes to enhance customer and employee experiences, thereby improving the value of products, systems, services, and solutions.
• Develop and implement robust ITSM processes that streamline service delivery, improve service desk functions, and enhance monitoring and second-level support operations.
• Performance Measurement and Continuous Improvement:
• Establish and monitor ITSM metrics and Key Performance Indicators (KPIs) to assess the maturity and value of technology initiatives, ensuring continuous service improvement and alignment with business goals.
• Champion the process to identify, trial, evaluate, and scale new digital technologies within the ITSM framework, ensuring they add value and relevance to the business.
• Technology Enablement:
• Identify and equip the team with advanced hardware and software tools that enable effective and efficient work, collaboration, and service management according to ITSM standards.

Required:

Education:

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.

Experience:

• 10 years of progressive leadership experience in senior IT and IT Business Operations roles in mid-sized to large organizations.
• Proven track record of leading successful, large-scale technology, and business transformation initiatives in complex organizations.
• Strong understanding of IT infrastructure, networking, architecture, and core applications such as ServiceNow ERP, CRM, and HRIS.
• Strong understanding of business processes and their relationship to customer journeys and touchpoints.
• Exceptional leadership skills with the ability to inspire and motivate teams to achieve significant goals.
• Experience with Lean/Agile ways of working at all levels, including organizational agility and agile delivery.
• Excellent communication and stakeholder management abilities, with the capacity to influence at all levels of the organization.
• Strategic thinker with a bias for action, speed and a passion for driving change.

Preferred:

Education:

• MBA or advanced degree in IT or Digital Technologies.

Experience:

• Experience with both product and service-based businesses.
• Experience working in healthcare or related sectors.
• Experience working with customers on solutions.

• Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.

• Fosters a culture of improvement, efficiency and innovative thinking.
• Performs other duties as assigned.