Assistant Director, Service Management Office and Support (Assistant Director (CO) Lvl 2), Enterprise Support Services

Empower Every New Yorker - Without Exception - to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

The Assistant Director Service Management Office and Support provides Information Technology (IT) Service Solutions to assist New York City Health + Hospitals to unlock business agility and sustainable value through Enterprise Information Technology and Services (EITS).

Duties & Responsibilities

• Develop future state service architecture to match EITS strategic goals
• Design actionable roadmaps that EITS can leverage to deliver significant business value
• Manage teams and projects in the identification of business requirements, functional design, process design (including scenario design and flow mapping), prototyping, testing, training, defining support procedures
• Develop and manage vendor relationships and review Service Level Agreements (SLA) that underpin the overall IT service delivery
• End-user/Customer Management: Manage day-to-day interactions with EITS support teams and IT application and service owners, and business owners
• Business Development: Development and assist in implementation of support models for IT projects depicting both the financial obligation and future value of the IT implementations
• People Development: Perform role of mentor, counselor and coach; provide input and guidance into the staffing organization, technical and operation training development; actively participate in staff recruitment and retention activities; provide leadership and support for internal teams. Lead team members to achieve the strategic and common goals set by IT Leadership
• Strategic Alignment: Develop and implement support models in which all aspects of an organization are coordinated and in harmony with its overall strategy. This includes aligning departments, teams, processes, and systems to work together toward the same strategic vision
• Process/Practice Management: Mature (Information Technology Infrastructure Library) ITILâ practices by managing the life cycles and improving existing ITILâ practices; while utilizing industry standards to build and implement other practices. Prioritizing improvement effort and focusing on value co-creation for the system

Minimum Qualifications
1. A Master's degree from an accredited college or university in Healthcare, Hospital, Public or Business Administration, Industrial/Organizational Psychology, Organizational Behavior or a related discipline and three (3) years of full-time experience planning, developing and monitoring programs, systems and/or procedures in support of administrative management initiatives, one (1) year of which must have been in a responsible managerial or supervisory capacity; or
2. A Baccalaureate degree from an accredited college or university in disciplines, as listed in "1" above and four (4) years of full-time experience, as outlined in "1" above, two (2) years of which must have been in a responsible managerial or supervisory capacity; or
3. A satisfactory equivalent combination of education, training and/or experience.

Department Preferences

Certification(S)/NYS Licenses/Education:

• ITIL Foundation
• ITIL Practice Manager, Managing Professional or Strategic Leader prefer
• ITIL Master is a plus

Knowledge, Skills, Abilities and other Requirements:

• Must be able to independently as well as work as part of a fast-moving team
• Advanced knowledge of Infrastructure, network and desktop environments
• Excellent analytical and organizational skills
• Contribute to the continuous process improvement focusing on ITIL practices and processes
• Extensive knowledge of 34 ITIL practices, their interrelationships and how to synergize the various practices to provide value to EITS
• Comprehensive understanding of project management knowledge, skills, tools and techniques

Years of Experience:

• Ten years of progressively responsible experience in the fields of administration, office management, methods analysis, systems analysis and documentation, forms, designs and control, five of which shall have been in project management and management information systems;
• General knowledge of computer and communication capabilities, E.D.P. applications, systems analysis methodology, data management and information retrieval techniques; or, Satisfactory combination of equivalent experience and education

If applying online, please include your cover letter in the same file attachment with your uploaded resume.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

Note: Candidates selected for a position are required to come to NYC as part of their onboarding.