Director of Service Development & Delivery Management
Job Type: Full Time / Permanent
The Director of Service Development and Delivery is responsible for and accountable to plan, lead, assign, supervise and control activities related to service delivery projects, service development, and technology services business operations. This newly created role will join the Technology Business Services team. The Director will supervise a team of Service Delivery Managers, mentor staff in service delivery processes, communicate with internal and external customers, and other departments interacting with the Service Delivery Team, and report progress of all service delivery and operational activities up to the senior management. This role will be directly involved in the service delivery process, operating closely with customers to determine their service needs and ensure their satisfaction throughout delivery and ongoing support processes. The Director maintains and develops client relationships, constantly identifying areas in which client businesses could benefit from our service offerings and presenting existing successful relationships to prospective clients. There will be an emphasis placed on ensuring the smooth delivery of top-notch services that meet and exceed our customers’ demands.
Responsibilities: • Manage and mentor a team of Service Delivery Managers and Project Coordinators. Responsible for managing schedules and resource allocation for the team. • Manage all aspects of the technology services business operations, which oversees the non-technical aspects of the services organization • Responsible for the Operational Reporting for all services-related activities • Responsible for the service request intake process both internally and externally facing • Responsible to ensure that service delivery work satisfies business requirements, complies with approved department procedures and standards, and meets our quality, security, and compliance objectives. • Prioritize, assign, and monitor work progress relative to schedule plans. Adjust levels of work effort and/or schedule expectations to ensure integrity of the implementation and operation plans • The Manager serves as an escalation point for all issues experienced by service delivery teams. • Document policies and procedures related to daily Service Delivery operations. • Create and develop a team environment, including building collaborative relationships and participating in cross-functional coalitions to ensure knowledge is shared across all service teams • Collaborate with customer representatives to determine service needs and how our offerings can address their growth and potential • Create Statements of Work that aligns customer requirements with our service delivery capabilities • Work internally with finance and other service management entities to create service delivery cost models and pricing for SOW’s • Maintain and develop client relationships, focusing especially on building long-term relationships around perennial offerings • Identify potential clients and present existing success stories involving clients and our service offerings • Manage and mitigate service delivery risks. Establish escalation processes and ensure timely reporting and resolution of issues. Inform core team, stakeholders, and senior management of major issues that will impact project success. Work with senior management to resolve major issues that cannot be solved by the project team alone • Maintain current industry knowledge and trends, attending educational events and participates in committee work as appropriate • Responsible for service development strategy and activities o Defining our services strategy and defining offerings (services engineering) and building the business plan for those new offerings o Sourcing and assessing new service opportunities within Technology Solutions o New service development, including but not limited to creation of service profiles and business plans for those offers o Owner of the Technology Services Service Catalog and related marketing material.
Qualifications: • A bachelor’s degree in business, business administration, or a relevant field • Advanced Degree, MBA, MS or Ph.D. preferred • PMP certification required • Minimum 9 years of relevant professional experience (i.e., Program Management, Information Technology Consulting, Customer Relationship Management (CRM), IT Operations Management) • Experience delivering strategic or professional services consulting in the Healthcare IT (HIT) sector • Experience participating in the services sales cycle. Must be able to evangelize service offerings and their value proposition to the customer • 3+ years of experience leading teams, including development and performance management required • Demonstrated experience managing cross-functional teams including team members from multiple business units and different operational departments • Must be service delivery management/technical balanced. Technical certifications are preferred • High level of comfort presenting information to C-level executive management teams • Strong leadership and organizational skills • Considerable experience with relationship management and interpersonal business development • Proficiency with common vendor management platforms • Exceptional customer-facing skills • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery • Understanding of ITIL (Information Technology Infrastructure Library) principles • Must have solid technical skills and strong analytical skills with the ability to effectively analyze data for creation of services strategy and development • Must have strong time management skills to meet aggressive timelines • Must be able to effectively communicate and influence customers, peers, direct reports, and internal stakeholders • Must have a proven track record of delivering excellent customer service.
Licensure, Certifications, and Clearances: • Project Management Professional (PMP) Certification is required • Technical certifications are preferred.