Job Type: Full time
The Director of IT Service Management is responsible for directing IT Service Management within the Health Information and Technology (HIT) division. In this capacity, the Director will create a strategic vision and establish standards for delivery for exceptional support and service management to the UVA Health community. The Director is responsible for ensuring that the service management team is strong, diverse, and cohesive, and provides support and services that improve the team member and patient experience. The Director works closely with peers in IT and across UVA Health to remain informed on strategic initiatives, tactical changes, and operational needs that warrant adjustments in service delivery to meet organizational objectives. The Director ensures that a sound foundation of tools, processes and people are in place to provide consistent, high-quality service design and delivery.Direct the centralized IT service management organization. As a senior leader directing managers, cultivate a culture of team member empowerment and engagement. Constantly strive to ensure that each team member acts at top of license to bring their best talents to the delivery of training services.Direct the service desk organization. In this capacity, establish standards, tools and processes for exceptional support design and delivery.Direct the ticketing system technical team. In this capacity, ensure that ticketing system configuration and services meet organizational objectives, are responsive to customer demands, and evaluated for fit to operational needs on an appropriate schedule.Oversee key IT processes such as change, incident, and work order management. Ensure that internal processes are ITIL informed, a solid fit and level of maturity for organizational needs, and that communications to customers are clear, concise, and intelligible.Direct major Epic maintenance activities, such as technology upgrades and updates. Ensure that environment management is sound, providing a stable platform for high-quality build, testing, training and support. Direct the engineers responsible for environment migrations and management.Oversee testing activities, ensuring that tools, technology and processes are well designed to assure high-quality testing prior to production deployment.Ensure that solid partnerships are maintained with key collaborators inside and beyond IT.Serve as senior service delivery, process, and testing advisor to other IT teams within HIT, offering guidance on standards and expectations.Ensure that the service management team leverages high-quality processes and tools to deliver services, and that their work is informed by customer feedback.Ensure that internal team and IT processes and standards are well-documented, audited, and maintained.Remain informed on trends, tools, and best practices, ensuring that innovation and best practice inform UVA service management programs.Establish metrics and status reporting to track outcomes. Using those reports, identifies areas for improvement and implements countermeasures to test and refine new processes.In addition to the above job responsibilities, other duties may be assigned.Position Compensation Range: $130,416.00 - $208,665.60 AnnualMINIMUM REQUIREMENTSEducation: Bachelor's degree required, Master's Degree Preferred.Experience: 10 years’ experience in information technology, preferred experience in healthcare information technology.Licensure: Certification in an Epic clinical application is preferredPHYSICAL DEMANDSThis is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.COVID Vaccination Requirement and GuidelinesPlease visit the UVA COVID-19 Job Requirements and Guidelines webpage prior to applying for current information regarding vaccination requirements and guidelines for employment at UVA.The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff.  We believe diversity is excellence expressing itself through every person's perspectives and lived experiences.  We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.