Senior Director, Digital Solutions Delivery, Service Delivery/ITSM

At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

Electronic systems are essential to quality, safety, and efficiency in care delivery. To ensure timely and effective user support, including during major service interruptions, we follow the IT Service Management framework. Our focus is on continuous service improvement, strong leadership, clear accountability, and an agile, efficient support process.

We are seeking a strong, experienced leader to transform, and continuously improve MGB's Digital Service Management practices. Reporting to the Mass General Brigham (MGB) Chief Information Officer and SVP Digital, the Service Delivery/ITSM Leader will involve close collaboration with both internal and external departments and leaders to deliver world-class digital services at enterprise scale.

The Service Delivery/ITSM Leader will play a crucial role in shaping and executing the digital strategy of MGB, ensuring the delivery of high-quality services that meet the constantly evolving needs of the organization.

Principal Duties/Responsibilities:

Digital Operations & Transformation:

• Lead the transformation and optimization of Digital Service Management practices, ensuring processes such as Change Management, Release Management, Incident Management, Major Incident & Crisis Management, Problem Management, and Knowledge Management are executed at the highest standards.
• Oversee critical functional areas including the Digital and MyChart Service Desks, Operator Services, and Digital Access Coordinators, ensuring the productive, timely, and quality delivery of 24/7 supported systems wherever necessary.
• Develop and enforce appropriate service level agreements (SLAs), regularly reporting on service indicators to guarantee the highest possible level of service delivery.

Continuous Improvement & Service Excellence:

• Act as a proactive champion for Digital operations, driving continuous improvement of digital services through the implementation of ITIL best practices, Service Forum Operational Reviews, and other feedback mechanisms.
• Advance best practices in lifecycle management to ensure systems are created efficiently and in accordance with standards, continuously updated, and decommissioned when no longer needed. As part of these efforts, implement Service Configuration Management to manage and measure service's lifecycle and ensure accurate and reliable information is collected and available when needed.
• Ensure the alignment of Digital service delivery with business objectives, consistently delivering on commitments and continuing to foster a culture of innovation and execution.

Strategic Leadership & Stakeholder Management:

• Collaborate closely with the MGB CIO and Digital leadership team to translate the organization's Digital vision into actionable KPIs and OKRs, driving performance and accountability within the teams.
• Provide highly effective communication across all levels of the organization, ensuring stakeholder alignment and fostering inclusive decision-making processes.
• Establish and continue to nurture positive business relationships and cross-team synergy, enhancing overall outcomes and organizational value.

Customer Relationship Management:

• Engage directly with stakeholders to manage expectations, resolve satisfaction issues, and ensure that services provided meet users' needs.
• Advocate for all customers, offering innovative solutions to business challenges and ensuring that technology is leveraged effectively to meet organizational goals.

Platform & Tool Governance:

• Participate in the ongoing optimization, rationalization, and maturity of all digital applications and services, with a primary focus on the ServiceNow platform.

Talent & Financial Management:

• Oversee talent management efforts, including hiring, developing, and mentoring staff to meet departmental needs, fostering a culture of enablement and empowerment.
• Manage the budgeting and financial oversight of assigned cost centers, ensuring efficient use of resources.

Service Forum Leadership:

• Conduct root-cause analyses to prevent issue recurrence, promoting a culture of transparency and proactive problem-solving.

Additional Responsibilities:

• Work collaboratively with site leadership to continually assess IS needs, ensuring compatibility with organizational partners and identifying potential synergies.
• Participate in Digital administrator on call rotation.
• Perform all other duties as required to support the organization's Digital operations and service delivery.

Qualifications

Qualifications:

• Proven expertise in process management and ITSM, with a track record of improving service delivery in a large, complex organization.
• Strong leadership skills, with the ability to drive teams toward innovation and excellence.
• Exceptional communication and stakeholder management abilities, with experience in aligning service delivery solutions with business challenges.
• 10-15 years relevant experience in managing IT customer support including functions such as Help Desk, Desktop Support, Accounts Administration, Email Administration, Configuration Management, Asset Management, Procurement, Problem Management and/or related areas in comparably large and complex environment(s), preferably within healthcare.
• Minimum of a Bachelor's Degree in Computer Science, Business Management, or equivalent subjects. Master desired, but not required if experience is commensurate with Masters level degree
• Demonstrated technical proficiency in IT customer service as well as applicable hardware, software, networking and systems software.
• Proven skill and experience in large project management, contracting, general management, strategic planning, program development and negotiations; skill in analysis, organization and presentations.
• Demonstrated skill in managing professionally large operating and capital budgets.

Skills/Abilities:

Ability to demonstrate Mass General Brigham's Leadership Competencies for both Performance Focused Leadership and People-Focused Leadership

• Performance Focused:

• Customer/Patient Focus: Building strong customer/patient relationships and delivering customer/patient centric solutions
• Manage Complexity: Make sense of complex, high quality, and sometimes contradictory information to effectively solve problems
• Cultivate Innovation: Create new and better ways for the organization to be successful
• Ensure Accountability: Holding self and others accountable to meet commitments
• Learning Agility: Actively learn through experimentation when tackling new problems, using both successes and failures as a learning folder

• People Focused:

• Drive Equity and Inclusion: Recognizes the value that different perspectives and cultures bring to an organization
• Build Effective Teams: Build cohesive teams that apply their diverse skills and perspective to achieve common goals
• Collaborate: Build partnerships and work collaboratively with others to meet shared objective
• Communicate Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences including senior system and hospital administrators, physician leadership, technician staff, and other personnel across different institutions
• Instill Trust: Gain the confidence and trust of others through honesty, integrity, and authenticity

Competencies:

• Organizational skills to be able to manage a wide variety of competing projects, prioritize tasks effectively, and meet tight deadlines.
• Solid analytical skills to be able to identify a problem or issue, synthesize the key elements for an action plan or recommendation, and present the information in a succinct and effective manner.
• Exceptional interpersonal skills to be able to work with staff at all levels on issues that may be complex, sensitive, and confidential.
• Advanced knowledge of ITSM framework
• Sustained track record of successful service delivery and continuous improvement in complex healthcare organizations
• Leader who supports, enables, and demonstrates all efforts around diversity and inclusion; seeks diversity among leadership and staff across gender, ethnicity, and perspectives.
• Develops and maintains colleague relationships, solves problems analytically, demonstrates strong project management effectiveness, highly developed written and verbal communication skills, consistent professional presence, and strategic insight
• Strong analytical skills, judgment, and effective communication to solve problems and eliminate obstructions that impede the execution of strategic programs
• Committed to the professional development and career advancement of direct reports and matrixed colleagues, exemplified by genuine interest in career progression, ensuring opportunities to present and engage, providing counselling and career advice.
• Works collaboratively with MGB Human Resources to assure effective and efficient business practices.
• Comfort working across functions and lines of business at all levels of the organization
• A data-driven approach, drive for efficiency and customer orientation

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This position is a hybrid position based at the MGB Corporate Offices in Somerville MA
• The position also requires occasional local travel to MGB sites, vendors, and/or conferences
• Hospital work environment working conditions include possible exposure to diseases or infections and may require safety gear (PPE) such as gloves and mask.
• Normal office working conditions. The noise level in the work environment is quiet to moderate.
• While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include close vision, distance vision and depth perception.
• May require evening, weekend, and holiday work, as well as on-call work

EEO Statement

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.