Director Customer Service & Workplace Technology

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:

• 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.