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Providence Health & Services IS Service Director PSJH - Customer Service & Relationship Management in Lubbock, Texas


Providence St. Joseph Health is calling an IS Service Director PSJH to our location in Lubbock, TX.

The IS Service Director oversees and drive IS service delivery excellence for all IS services which land both across regions and at individual ministries. Through their use of healthcare industry knowledge, hospital management practices and information technology acumen, the Field Service Director creates a cross functional service delivery model for IS.

Communication and collaboration across multiple groups, including the most senior leadership throughout the organization, is central to the success of the Field Service Director role. Leadership through influence, both inside IS and within regions or ministries is a core capability for this role. The IS Service Director is accountable for the creation, validation and delivery of User and Functional requirements into IS which support the needs of: Caregivers, clinical workflows developed by Clinical Informatics, ministry strategic goals, standardization & optimization of IS services.

These requirements are leveraged to design and deliver IS services by all organizations and teams within IS to ensure the business needs are understood as IS transforms to a Healthcare enterprise service delivery organization.

In this position you will have the following responsibilities:

  • Strategy Management & Delivery: Ensure IS services and requirements are adequately and accurately represented in all new regional requests. Participate in local ministry and regional operational governance, as assigned or directed, to ensure clinical and business objectives are aligned with IS service delivery strategies. Collaborate with IS executives and leaders to align the development of IS services to the needs of the ministries and regions.

  • Governance: Create caregiver satisfaction measures and metrics which report and communicate success and/or failure of how IS Service Delivery is being recieved. Lead IS Service Development and delivery governance efforts to ensure service delivery expectations are met and /or exceeded. Create and manage Key Performance Indicators (KPIs) for IS service delivery.

  • Customer Service: Create, foster and lead the "IS Cares" montra throughout the customer base and IS Service Delivery groups, then tie "how" IS services are delivered into documentation of new user and functional requirements.

  • Customer Satisfaction: Lead efforts to partner with regional and ministry leadership to create "Conditions of Satisfaction" where service provider and consumer work together for the best possible outcomes.

  • IS Operational Excellence: Lead efforts to plan, manage, monitor and optimize local ministry IS service operations. Monitor standards for customer service within the shared services delivery model to report on and improve outcomes. .

  • Leadership: Provide ministry specific guidance for exceptional IS service delivery, which is aligned to ministry strategy, goals and operational needs. Lead IS minitry communications as liaison for IS during service outages. Serve as a role model for values and mission of Information Services and Providence Saint Joseph Health organization.

  • Collaboration & Coordination: Team with ministry and regionally based IS services staff to ensure optimal delivery of IS services. Ensure appropriate coordination and collaboration with IS shared services resources located in corporate locations or other regions.


Required qualifications for this position include:

  • Bachelor's Degree in Computer Science, Business Management, Information Services or related field -OR- equivalent education/experience.

  • More than 10 years service Delivery Leadership experience in healthcare and/or IT setting; Demonstrated ability to create and successfully execute Service Delivery plans for highly complex services; healthcare information services operations and support; experience standardizing complex and disparate technologies, workflows and processes; release management expertise related to application rationalization, deployment, and support; experience in process improvement methodology, change management, and operational improvement.

  • 8 years experience in lleadership in healthcare and/or information services operations and support.

  • 5 years experience leading service reviews with senior executives, reporting complex service development information and setting Key Performance Indicators (KPIs) for a complex eccosystem of services.

Preferred qualifications for this position include:

  • Master's Degree in IS, Business, Healthcare Administration, or a related field -OR- equivalent education/experience.

About the department you will serve.

Providence Shared Services provides a variety of functional and system support services for our Providence family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Non-Clinical Director/Executive

Location: Texas-Lubbock

Req ID: 295038