Senior Director of IS Customer Experience

posted on August 25, 2022

Job Description

Location: Philadelphia, PA

Duration: 4 months, contract to hire


  • Direct the day-to-day responsibilities for support, desk, devices and service management teams
  • Direct technology planning and implementation in those areas
  • Direct and optimize service delivery
  • Ensure communication and service level agreements for services
  • Develop proactive services and measure success
  • Ensure appropriate work management of design and engineering offerings
  • Develop new deployment standards and offerings
  • Verify technology standards and best practices are maintained across the organization
  • Jointly Maintain technology roadmaps related to area
  • Verify technical problems are resolved in a timely and cost-effective manner
  • Responsible for the budget of assigned teams
  • As well as key vendor relationships management crossing various areas within the Technology portfolio: Establishing budget(s), Managing costs, Establishing productivity targets, Managing to targets
  • Establish a high-performing management team for teams
  • Coach, develop and mentor team members within and outside their organization
  • Recruit and develop staff
  • Prioritize and align resources
  • Responsible for managing a portfolio of key vendors and contracts for the Technology Services organization
  • Provide strategic and tactical direction
  • Partner with other leadership to plan lifecycle of end point devices and fleet
  • Understand industry direction and position CLIENT optimally
  • Keep abreast of advance and changes in the field and when appropriate, adopt innovations that lead to improvement and increased efficiency of CLIENT’s operations
  • Plan jointly to deliver the technology infrastructure (within IS, includes Core Infrastructure, Security, Business Operations, Project Management Office, Support Services, Business Applications, and Clinical Applications)
  • Establish requirements, document process, and manager user relationship in development process
  • Adhere to Information Services policies and procedures (including incident, problem, and change management)
  • Contribute to work plans involving Technology Services
  • Contribute to communication strategies for the department


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