Senior Director Service Management & Solutions Delivery

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

HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report.

As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation.

Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Emp Status Regular Full time Work Shift Variable (United States of America) Compensation Range The base pay scale for this position is $169,000.00 - $257,875.00. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.

What you will be doing

Incident Response Program

Develop and staff a new an Incident Response program to ensure 24/7 coverage for any Major IT incidents that arise to ensure operational readiness across the enterprise.

Be available to lead and participate in discussions related to Major Incidents 24/7 to ensure operational readiness across the enterprise.

Manage the Service Desk.

Disaster Recovery Program Development & Leadership

Develop a new Disaster Recovery program. This critical program will support 24/7 IT operational readiness across the enterprise: ensuring our ability to care for patients during an IT outage.

This new Disaster Recovery program will include hiring a team to create/implement all Disaster Recovery tools, solutions and documentation required to support Business Continuity.

Customer Satisfaction Program

Create and implement a new Customer Satisfaction program to ensure that IT services meet the needs of the organization. This includes developing a Customer Satisfaction strategy and measuring success using quantitative and qualitative data.

Operational Excellence & Service Delivery

Establish and monitor operational metrics and key performance indicators (KPIs) to drive continuous process optimization and ensure service-level compliance across the enterprise.

Ensure system security, scalability, governance, and compliance with organizational policies and regulatory requirements.

Champion digital operations excellence, driving continuous improvement of digital services incorporating stakeholder feedback.

Align digital service delivery with business objectives, consistently delivering on commitments and fostering a culture of innovation and execution.

Team Leadership & Talent Development

Recruit, hire, develop, and lead a high-performing team across the Disaster Recovery, and Incident Management functions.

Conduct annual performance evaluations, set goals, and foster professional growth and a culture of accountability, innovation, and continuous learning.

Develop managers, technical leads, and analysts; build team capabilities in disaster recovery, incident command, service management, and customer experience practices.

Stakeholder & Vendor Management

Serve as a trusted technology advisor and partner to business and clinical stakeholders, translating operational needs into clear, achievable service delivery plans.

Manage relationships with technology vendors and service providers, including contract negotiations, Statements of Work (SOWs), and performance oversight during recovery events and service engagements.

Provide regular status updates and briefings to IT leadership, governance committees, and executive sponsors with transparency on program progress, risks, and outcomes.

Champion customer needs by ensuring technology is used strategically to support and drive business goals.

Financial Management

Assist in the preparation and management of annual operational and capital budgets for service delivery programs, including Disaster Recovery, Major Incident, and Customer Satisfaction initiatives.

Monitor expenditures, support cost-effectiveness analysis, and ensure investments deliver measurable ROI.

Identify and implement cost-saving initiatives through process improvement, platform consolidation, and vendor optimization.

Required Qualifications

• Bachelor’s Degree required or equivalent combination of education and related experience in an academic medical center or hospital 10 – 15 years of progressive IT experience, with at least 7 years in a senior leadership role in IT Service Management and/or Disaster Recovery.
• Demonstrated experience building and operationalizing new IT programs from inception.
• Strong understanding of Disaster Recovery and Business Continuity concepts, application tiering and dependency management, and infrastructure/application recovery strategies.
• Proven experience acting in an incident command or major incident leadership role during high-pressure, enterprise-wide events.
• Effective communication skills and executive presence, with comfort working across all levels of the organization.
• ITIL Certification required.
• This role holds operational command responsibility during declared disasters and major IT incidents.
• Availability after-hours, during weekends, and holidays is an essential function of the role.

Preferred Qualifications

• Master’s Degree (MBA, MIS, or equivalent)
• Experience developing and managing customer satisfaction or experience programs using quantitative and qualitative methodologies.
• Experience collaborating with third-party vendors during recovery events.

Non-Discrimination Policy

Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.

HSS is nationally ranked No. 1 in orthopedics (for the 17th year in a row) and No. 3 in rheumatology by U.S. News & World Report (2026-2027).