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Job Description

Business Unit: Rush Medical Center

Hospital: Rush University Medical Center

Department: Digital & Information Services

**Work Type:** Full Time (Total FTE between 0.9 and 1.0)

**Shift:** Shift 1

**Work Schedule:** 8 Hr (8:00:00 AM - 5:00:00 PM)

Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).

**Pay Range:** $63.10 - $94.02 per hour

Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush’s anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.

Summary:

The Director, Digital IT Support Services is responsible for supporting the RUSH Service Desk, Field Services, User Provisioning, and NOC services. This role provides direct support and guidance for each of the operational areas within their purview. The Director will leverage customer feedback to improve Digital and Information Services’ policies and standards in support of a positive user experience.

The Director, Digital IT Support Services will provide a vision and strategy for the adoption of service management and operational best practices leveraging ITIL as a framework. The Director will foster an environment of continual service improvement and optimization.

Other information:

Required Job Qualifications:

• Minimum of 15 years of technology and related management experience

• Bachelor’s Degree in Computer Science, Information Systems or related technical field

• At least 10 years of experience working with cross-functional teams and staff of all levels

• Expertise in ITIL and ITSM methodologies

Preferred Job Qualifications:

• Recent experience developing and driving outsourced services.

• Recent experience driving IT Operational teams.

• Experience developing a Network Operations Center

• Ability to communicate and work effectively with all levels of management and technical teams to influence change and facilitate cooperation.

• Strong analytic and process skills to track and improve organizational efficiency and performance.

• Organized and detailed oriented.

• Experience developing and maintaining SLAs and KPIs.

• Experience leading a ServiceNow development team.

Physical Demands:

Competencies:

• Experience with ITIL or similar Framework

Responsibilities:

• Responsible for maintaining documented policies and standards leveraging current industry standards best practices.

• Accountable for the vision, strategy, and delivery of the RUSH Service Desk, Field Services, User Provisioning, and NOC services.

• Assist with the development and adherence process for all established operational SLAs and KPIs.

• Builds and maintains relationships with other leaders internal and external to IT to develop a clear understanding of business needs; ensures cost-effective delivery of IT services to meet those needs and can respond with agility to changing business priorities.

• Fosters a business-oriented culture and mindset driven by continual service improvement techniques.

• Works with business operations teams to ensure good coordination of IT changes without impacting business processes.

• Provides oversight for vendor and partner relationship management.

• Develops ongoing processes and procedures to maintain consistent technology inventory from procurement, delivery, and decommissioning of inventory.

• Maintains standard operating procedure accountability, quality assurance and adherence to all processes.

• Accountable for establishing best practices for communicating IT project and operational changes to each business unit.

• Work with business units to establish an escalation plan that supports both our user’s needs as well as the needs of IT fulfillment teams.

• Ability to develop dashboards and reports within ServiceNow to clearly articulate to the business how IT is performing.

• Ability to develop clear roadmaps in support of the overall operational strategy for Digital IT Operations

• Manages, mentors, and develops team members, fostering Rush ICARE Values

• Continued personal growth in relation to key job functions.

• Establish growth strategies and goals for all responsible operational staff.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

**Position** Director Digital IT Support Services

**Location** US:IL:Chicago

**Req ID** 18052