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Job ID: 1085

Job Title: Director Infrastructure and Data Center Operations

Job Description:

Reporting to the Chief Technology Officer, the Director will develop and support services for client computing (desktop, helpdesk, mobile) and infrastructure (converged network and data centers). This position is responsible for all aspects of Information Technology service management. The Director will maintain and operate all computing facilities that contain Hospital & Clinics computer systems, servers and networking appliances. The position will be responsible for performance tuning and capacity planning activites to enhance the performance of the network resources and data centers. The position will ensure that there is no disruption of critical systems and oversee data center hardware and equipment maintenance and supervision of network and systems administration resources.

The Director will be responsible for working with various functional areas to assist in the development of project timelines, coordination of work, the setting and tracking of various goals and deliverables, and key indicators of IT Performance (KPI's). This position will manage the teams that handle the implementation, configuration, troubleshooting, security and management of all devices and services providing voice and data communication in line with business requirements. This position will play a key role in the service delivery operations and vendor governance. The position will monitor and control the client service and infrastructure suppliers' operating metrics to ensure a high quality of service delivery. The position will play active role in IT budget planning and sourcing strategy development.

Essential Functions:

  • Participate in the development of IT strategies in collaboration with the executive team
  • Prepares recommendations and effectively manages budgets for areas of responsibility
  • Directs the evaluation of various hardware and software and service resources to identify strengths, weaknesses, and potential benefits
  • Directs day to day service operations utilizing datacenter best practices and standards
  • Development and implementation of detailed operational procedures required to run data center operations in the mission critical environment.
  • Develop innovative approaches for leading activities necessary for achieving operational excellence.
  • Participates in construction planning and related areas of new construction and renovation projects
  • Drive continuous service improvement through metrics and management.
  • Develop ITSM process strategies for supporting the achievement of operational excellence in IT.
  • Prepare RFPs, bid proposals, contracts, scope of work reports, and other documentation for data center projects and associated efforts
  • Build strong partnerships with the senior operations leaders in business units and senior IT management resources.
  • Work closely with IT Process owners to develop consistent, enterprise approach to ITSM processes.
  • Analyze current state of ITSM processes in order to determine the best business improvement opportunities.
  • Regularly present strategies, plans and progress/feedback on initiatives to the IT Leadership Team.
  • Identify, design, implement and maintain the processes and policies in accordance with industry practices.
  • Participate as member of critical committees such as the change manangement committee to facilitate priorities and new service requests.
  • Develop requirements for ITSM enabling technology to support critical processes. Participate in selection and ongoing vendor management of enabling technology providers.
  • Define and implement key performance indicators and metrics for support and operational related activities.
  • Provides direction and oversight to IT operations and functions associated with technology asset management and procurement, software license management and audits, and IT service catalog.
  • Work alongside other internal and external teams to meet new business initiatives, implement new solutions, maintain services and assist with the testing requirements.
  • Investigate hardware, software, network and operating system incidents, provide temporary workarounds and permanent solutions to incidents that arise.
  • Provide detailed, accurate technical advice and practical support to various departments.
  • Install equipment for emergency operational purposes.
  • Oversee the workmanship of sub-contractors, provide them with detailed instructions, monitor compliance and implement quality control measures.
  • Direct a team to test, configure and install new hardware.
  • Assist in the lifecycle management of all infrastructure equipment. Ensure all equipment is asset coded and recorded in the configuration management database. Ensure stock levels are adequate and periodically tested ready for operational use and the correct disposal of any equipment.
  • Service level meetings and reviews with vendors to provide maintenance services to data center
  • Contribute to data center service transformation for hosted services with provisioning and managing environment to business customers.

Job Qualifications:

Minimum Qualifications:

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelor's degree (preferably in Business Administration, Information Technology or Finance) or equivalent work experience

Experience: Ten (10) years, progressively increasing responsibility and directly related to infrastruture and client service delivery. Health care provider organization experience or academic medical center experience preferred.

License/Certification: None

Knowledge, Skills, and Abilities:

  • Knowledge of IT Service Strategy and Service Delivery (e.g. ITIL) and ability to apply aspects appropriate to the role. Preference for appropriate ITIL v3 certification(s).
  • Knowledge of technology trends including cloud computing
  • Experience in ITSM improvement project using industry frameworks (ITIL, CobIT, etc.) for a large enterprise.
  • Ability to apply knowledge of existing ITSM processes and industry process engineering methodologies and principles to daily assignments and activities.
  • Ability to plan strategically both long-term and short-term
  • Assists in assessing, and troubleshooting complex infrastructure issues
  • Ability to leverage information technology services to improve processes and outcomes in an inpatient healthcare setting
  • Ability to be user-focused, build relationships and communicate effectively at all levels of the organization
  • Ability to collaborate with multiple service providers
  • Ability to demonstrate initiative, good judgment and effective decision-making; exhibit strong process improvement orientation, and have the ability to achieve results through other programs and individuals
  • Ability to lead and manage conflict effectively at all levels of the organization
  • Ability to manage projects
  • Ability to plan and execute vendor and product selections
  • Ability to work effectively with and manage vendors
  • Knowledge of IT contracting, negotiating, organization development/change management, strategic planning, action planning for successful performance
  • Knowledge of MS Office applications and proficiency in use of Word, Excel, PowerPoint and Visio

Physical Requirements and Working Conditions

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.