Executive Director, IT Service Delivery & Resilience

Hospital for Special Surgery; New York (NY); On-site; USD 169,000 - 258,000; Full time

Job summary

Hospital for Special Surgery (HSS) in New York City seeks an accomplished IT leader to design and staff a 24/7 Incident Response program and a comprehensive Disaster Recovery program across the enterprise.

You will lead Major Incident management, build a Customer Satisfaction program, and ensure service delivery aligns with clinical and business goals. Requires 10–15 years IT experience, 7+ in leadership, and ITIL certification.

Qualifications

• Bachelor’s Degree or equivalent in IT/related field.
• 10–15 years of progressive IT experience in a hospital or academic medical center.
• 7+ years in a senior IT leadership role in IT Service Management and/or Disaster Recovery.
• Strong understanding of Disaster Recovery and Business Continuity concepts and recovery strategies.
• Proven experience leading incident command during major enterprise-wide events.
• ITIL Certification is required.

Responsibilities

• Develop and staff a new Incident Response program to ensure 24/7 coverage for Major IT incidents.
• Lead and participate in Major Incidents discussions to ensure operational readiness.
• Manage the Service Desk.
• Develop a Disaster Recovery program with tools, documentation, and a team.
• Create and implement a Customer Satisfaction program for IT services.
• Establish KPIs and ensure service-level compliance across the enterprise.
• Oversee vendor relationships and contract performance during recovery events.
• Assist in budgeting and cost-control for service delivery programs.

Skills

Incident command

Executive presence

IT governance

Stakeholder management

Education

Bachelor’s Degree

Master’s Degree (MBA, MIS, or equivalent)

ITIL Certification

Job description

Hospital for Special Surgery (HSS) in New York City seeks an accomplished IT leader to design and staff a 24/7 Incident Response program and a comprehensive Disaster Recovery program across the enterprise.

You will lead Major Incident management, build a Customer Satisfaction program, and ensure service delivery aligns with clinical and business goals. Requires 10–15 years IT experience, 7+ in leadership, and ITIL certification.