Providence Vice President, Remote Service Delivery in Redmond, Washington
The Vice President for Remote Service Delivery is accountable for three key areas across the Providence Saint Joseph Health technology services ecosystem:
Leadership for the Remote Service Delivery Tools and Platforms: In alignment with the remote service delivery strategy, manage and drive modernization of a core set of tools supporting remote service delivery. Directly manage the teams supporting these tools and / or manage the vendor relationship for these tools where appropriate. This includes a diverse set of technology tools including the PSJH ServiceNow platform that supports service delivery across a number of functions.
Remote Service Delivery Strategy: In partnership with executive leadership within IS and across the service delivery footprint, work to drive a core service delivery strategy that focuses on: 1) moving towards a modern digital experience for consumers; 2) modernizing and implementing best practices for a remote service delivery model; 3) engineering issues out of the technology environment; 4) growing a scalable service model at a price point that is better than the market available services 5) move towards the opportunity to take remote service support model to market.
Executive Leader for the Remote Service Delivery Team: Provide senior leadership across the global team serving the remote technology service needs of PSJH. This includes the AskIT help desk (phone support), AskIT online chat (remote chat support), the AskIT virtual agent (AI chatbot), the AskIT center of excellence, the Virtual Desktop Support Team, and other ancillary teams supporting remote service delivery.
The Vice President for Service Engineering will have a strong background in technology and/or engineering practices and lead a large team of core leaders, engineers, application developers, application support analysts, technical and project management roles, support technicians, and other key operational roles in support of the goals identified above.
The VP for Remote Service Delivery is part of the Strategic Technology Enablement pillar within Information Services, and will also serve as a technical advisor to the leaders across this functional (specifically in the areas of Education, Digital Marketing, Population Health & Health Plans, Genomics Research & Development, and Technology Acquisitions & Incubation) to help drive technology strategies forward.
The Vice President for Service Engineering shall perform all duties in a manner that promotes PSJH mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.
Provide a strong technology engineering framework to the IS remote service delivery model in an effort to modernize the platforms, processes, and tools utilized in this space.
Develop a strategic roadmap for the modernization of the remote service delivery landscape. Directly lead the application engineering and support teams for the remote services space, currently centered on the ServiceNow SAAS platform. Partner with operational leaders inside and outside Information Services to understand technology needs and rapidly develop forward facing modern solutions to address gaps. Ensure ongoing support and compliance for application ecosystem.
Identify and develop custom solutions, in alignment with PSJH IS strategy, to address gaps & opportunities between enterprise IS strategy and business partners strategic roadmap.
Serve as the executive leader for a team of senior leaders, analysts, engineers, project managers, and other roles required to support execution of strategic road maps.
Develop and implement modern engineering practices in all areas of accountability.
The Vice President for Remote Service Delivery shall perform all duties in a manner that promotes PSJH mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.
Serve as a technical advisor to the leaders across this functional (specifically in the areas of Education, Digital Marketing, Population Health & Health Plans, Genomics Research & Development, and Technology Acquisitions & Incubation) to help drive technology strategies forward.
Required experience/education for this position include:
Master's Degree in Technology, Management, Healthcare, or related field; or equivalent educ/experience
Bachelor's Degree Technology, Management, Healthcare, or related field.
More than 10 years of senior technology leadership experience including experience related to technology engineering, software engineering and development, or related experience.
More than 10 years of experience in leading a team to support the creation and execution of strategic plans / roadmaps to address service and process gaps.
5 years of experience working in a leadership role that required collaborating across multiple technology and/or business functions to achieve business outcomes.
5 years of experience working in a technology leadership role that had involvement in technology engineering and/or engineering operations.
Preferred experience/education for this position include:
Ability to analyze information, evaluate results to choose the best solution and solve problems.
Ability to analyze information gathered by investigation, and report findings and recommendations.
Demonstrated problem solving skills
Demonstrated analytical skills and data-driven approach
Knowledge of financial principles and practices and the ability to apply them effectively.
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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.
Job Category: Leadership
Req ID: 297005