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DIRECTOR, IT SERVICE MANAGEMENT - INFORMATION TECHNOLOGY

Company: Corus Entertainment
Location: Reno
Posted on: April 8, 2021

Job Description:

DIRECTOR, IT SERVICE MANAGEMENT - INFORMATION TECHNOLOGY Reno Business Park, 27823 State Route 7, Reno, Ohio, United States of America Req #415 Friday, April 2, 2021 Status: Full Time - 80 hours
Hours: Monday-Friday - 8am-4:30pm
In an environment of continuous quality improvement, the Director, IT Service Management is responsible for establishing and implementing strategies and tactics that will develop and continually enhance the business and market leadership of MHS. This position will take a lead role in developing and implementing a standard format for business development activity and facilitate the process across the health system.The Director, IT Service Management will lead business development processes to maximize the use of our resources. This position will be accountable for executing business strategies to increase volume, revenue and MHS's overall market share. This will be accomplished through aligning and connecting physicians and building relationships throughout the region that will be beneficial to the health system.The Director, IT Service Management develops and directs projects in conjunction with physicians, hospitals, ambulatory sites, other entities and outside management companies/consultants that target growth through volume, revenue and core market share. In addition, this position identifies, researches, and prioritizes new opportunities consistent with strategic goals of the strategy and business development division. Exhibits the MHS Standards of Excellence and exercises strict confidentiality at all times. Job Requirements:

  • Bachelors degree in Information Technology, Business, or a related field
  • MBA in Technology, or other related Master's degree preferred
  • 10 years of business/industry work experience including managing IT service desks and call centers, with 2-3 years of leadership experience in managing cross-functional teams or projects
  • Demonstrated bias for customer-centric/customer-focused thinking; actively serves as a steward for customers' needs when designing and implementing technology solutions
  • Experience rolling out and managing an enterprise IT Service Management platform such as Remedy, Service Now, or others is a must
  • Direct experience with managing both service-focused and technical support resources who can troubleshoot, install and manage the client operating environment across multiple hardware devices (PC's, Peripherals, Mobile Devices, etc) and software applications including productivity tools (MS Office), Anti-Virus, etc.
  • Demonstrated experience in a leadership role with responsibilities related to outsourced IT Services, preferably to multiple IT Service Providers
  • Excellent verbal and written communication skills in both technical and non-technical language in order to persuade and influence decision making of individuals, groups, or work teams, and to explain difficult issues
  • Ability to connect the people, processes, and technologies required to deliver business solutions
  • Ability to collaborate with third party IT teams working at off-shore locations
  • Ability to influence decisions with credibility across business functions or technologies with analysis and facts
  • Strong leadership, project, and team building skills - ability to lead teams and drive projects and initiatives by working effectively with others with a demonstrated ability to work cross-departmentally
  • Proven ability to extract, analyze, and document complex business and technical requirements/strategies from business units, customers, and IT team members
  • Demonstrate in-depth knowledge of IT and assigned departments/business areas to identify and communicate how IT solutions can support the achievement of short- and long-term business goals Job Functions:
    • Develops and evolve the departmental strategic and tactical plan for service management within IT.
    • This position will serve to ensure the IT service management organization and other delivery functions are driving service values throughout each service interaction and being an ambassador for delivering great service.
    • Establishes a service-first and customer-centric culture across Service Management and IT that puts the customers' needs first and relentlessly drives a great service experience.
    • Ensures that services are provided in a timely, accurate, effective, and cost-efficient manner to provide outstanding service to user groups.
    • Define, measure and maintain the proper metrics and service level agreements to both ensure efficiency of operations and delivery of high quality service experiences to end users and customers.
    • Serves as the key steward and leader for ITIL across IT; own and drive process improvements across the incident, request, service catalog, problem and change process groups.
    • Establishes and maintain a strategic relationship with operations leaders, acting as a thought leader and steward for our service values and ensuring departments' IT needs are met and delivered with a high-quality service experience.
    • Prepares and recommends effective department budgets to cover the projected costs of staffing, equipment and supplies needed to maintain effective operations.
    • Establishes a system of maintaining inventory of key IT end-user technology assets including client workstations, peripherals and other devices that ensure a cost-effective supply that will not jeopardize operations.
    • Owns and drives the IT Major Incident Management process across IT and the business overall to ensure proper management and measurement of SLA's and root-cause-analysis for all major incidents.
    • Creates standards and ensures that area of responsibility provides the appropriate level of service to other departments so that they are using standard equipment and supported at level that help them drive their business.
    • Communicates management and other departments on all relevant IT projects and initiatives to notify them of needed resources, schedules, impact of issues and escalations.
    • Effectively manages relationships with information systems vendors, service providers, consultants and others to build long-term, successful, and cost-effective partnerships.
    • Adopts and utilizes the organization's PMO methodologies, standards, policies, processes, and performance criteria for project, change, and risk management.
    • Works with technology groups to enhance project management competency, facilitate resource planning activities, and develop project management templates.
    • Manages program of projects and project managers within to ensure successful completion and coordination of all efforts.
    • Ensures that project managers work cooperatively with the appropriate Client Service Directors and project client to clarify specific needs and requirements and keeps client and appropriate Client Service Director up-to-date on project status throughout process.
    • Hires, manages and develops reporting/data staff.
    • Oversees IT budget and purchases and other business need.
    • Full supervisory responsibility for the report writers, data analysts and business analysts.
    • Assumes all other duties and responsibilities as necessary. Compensation Details: Education, experience, and tenure may be considered along with internal equity when job offers are extended. Minimum hiring rate for this position is listed below.

      Memorial Health System is proud to offer an affordable, comprehensive benefit package to all full time and flex time employees. Here are some of the benefits offered:
      • Medical Insurance - PPO & HDHP
      • Dental and Vison Insurance
      • Health Saving Account
      • Flexible Spending Account
      • Pension Plan - Defined Contribution
      • 403b
      • Voluntary Life Insurance
      • Short Term & Long Term Disability
      • Vacation Time
      • Sick Time
      • Holiday Pay & Premium
      • Shift Differential
      • Tuition Reimbursement
      • Tuition Repayment
      • Performance & Market Increases
      • Relocation Package, if applicable Memorial Health System is an equal opportunity employer.
        • Reno Business Park, 27823 State Route 7, Reno, Ohio, United States of America

Keywords: Corus Entertainment, Reno , DIRECTOR, IT SERVICE MANAGEMENT - INFORMATION TECHNOLOGY, Executive , Reno, Nevada

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