Dir IS Cust Svc & Workplc Tech

Job description

1 Inventa Place
Silver Spring, MD 20910

Kids Are Our Everything.
Department
10015 Information Resources
Pay Range
$166,441.60 - $277,409.60
We have an exciting opportunity to join our team as Director of Customer Services & Workplace Technology. The successful candidate will be responsible for providing visionary leadership for both internally staffed and outsourced Information Services functions, effective and efficient delivery of services across the Children's National Hospital.
Reporting to the VP & Chief Technology Officer, the Director will oversee the Tier 1 Service Desks (Technical and Clinical), Technology Asset Management & Refresh, AV / Conference Services, Workplace Collaboration Platforms, and the Network Operations Center. The Director will be responsible for ensuring service quality and compliance with established standards, and collaborating with other departments to align IS services with organizational goals.
Minimum Education
Bachelor's Degree B.S. in Information Systems, Computer Science or related fields (Required)
Master's Degree (Preferred)
Minimum Work Experience
10 years Experienced in IT Leadership roles, with a focus on customer service and infrastructure operations. (Required)
Required Skills/Knowledge
Proven experience in strategic planning, budget management, and team leadership.
Strong understanding of IT service management, infrastructure best practices, and security principles.
Excellent communication and interpersonal skills to work with internal teams, external vendors, and stakeholders.
Strong understanding of IT service delivery processes and methodologies, such as ITIL (Information Technology Infrastructure Library).
Knowledge of current IT trends and emerging technologies.
Familiarity with IT service management tools and software.
Strong leadership and team management skills to oversee and guide IT service delivery internal and vendor-led teams.
Demonstrated ability to drive results from outsourced service vendors.
Strong problem-solving skills to address IT service delivery issues and incidents.
Ability to make data-driven decisions to improve service quality and efficiency.
A commitment to data security and privacy
Proficiency in change management principles to implement changes in IT service delivery processes and technologies.
Experience in overseeing IT projects related to service delivery improvements.
A focus on continuous improvement of IT service delivery processes and a willingness to adapt to industry best practices.
Strong written and verbal communication skills to interact with various stakeholders and report on IT service delivery performance
Functional Accountabilities
Leadership and Strategy
• Provide strategic leadership for the IS Customer Service teams, aligning their activities with the overall organizational goals, driving performance improvement, building technical capability, and developing talent.
• Develop and execute strategies to enhance service delivery and infrastructure efficiency.
• Foster a culture of collaboration, innovation, and customer service excellence within the IS Service Delivery teams.

Service Delivery Oversight
• Develop and implement strategies for delivering high-quality technology services to meet the organization's needs.
• Establish and monitor key performance indicators (KPIs) to measure and improve customer service performance.
• Lead the IS customer service team to deliver exceptional support to end-users, ensuring timely issue resolution and a positive customer experience.
• Ensure that information services consistently meet or exceed SLA targets for internal staff and for services provided by external vendor partners.

Service Design and Improvement
• Collaborate with stakeholders to design and document service processes, ensuring alignment with industry best practices (ITIL, ITSM).
• Identify opportunities for service improvement and lead initiatives to enhance service quality and efficiency.
• Identify opportunities for process improvement, automation, and the adoption of emerging technologies.
• Lead initiatives to enhance the efficiency and effectiveness of IT operations.
• Drive a culture of continuous improvement that proactively manages resolution of serious and complex problems, identifying underlying causes and performing corrective action appropriately.

Strategic Planning and Budgeting
• Contribute to the development of the IS strategic plan, ensuring alignment with organizational objectives.
• Develop and manage budgets for IS customer service and infrastructure operations.

Security and Compliance
• Implement and enforce technology and security policies and procedures to protect the organization's assets and data.
• Identify and mitigate service delivery risks.
• Ensure compliance with relevant regulations and standards, such as data security and privacy requirements.

Communication and Stakeholder Management
• Maintain open and effective communication with key stakeholders, including executives, department heads, and end-users.
• Communicate IS strategies, initiatives, and performance to executive leadership and relevant stakeholders.
• Collaborate with other departments to ensure IS initiatives align with overall business objectives.
• Sponsor Voice of the Customer workshops and adopt continuous improvement best practices.

The disclosed salary range includes the minimum and maximum rates within which Children’s National believes an individual’s base pay rate will fall for this position. It is not typical for an individual to be hired at or near the maximum of the pay range. The exact pay rate for this position will be based on a variety of factors in alignment with the Children’s National compensation philosophy. These factors are legitimate and non-discriminatory including, but not limited to, the current market conditions; organizational needs; the individual’s combination of prior work experience, level of education, knowledge, skills, and other qualifications. Children’s National is committed to providing a fair and competitive total rewards package to each of our employees. This base salary range does not include our comprehensive benefits package or any additional compensation for which this position may be eligible.
Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law. The “Know Your Rights” poster is available here: and the pay transparency policy is available here: Know Your RightsPay Transparency Nondiscrimination Poster.
Please note that it is the policy of Children's National Hospital to ensure a “drug-free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana.