System Director-Service Delivery & Customer Experience - HS IS Admin Corporate

Baptist; Memphis (TN); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Paid vacation/time off

Continuing education opportunities

Generous retirement plan

Sick leave

Life insurance

Health care and dependent care savings

Employee referral program

Free parking

Service awards

Education assistance/continuing ed.

Job summary

Baptist Memorial Health Care in the Memphis metro area is seeking a Senior IT Director of Service Delivery & Customer Experience to lead IT customer service across corporate IT functions. You will manage site support, the IT Service Desk, and IT Communications, focusing on process improvement and measurable service levels with end users and operations partners.

The role requires strong leadership, a background in healthcare IT operations, and the ability to build credible relationships with

Qualifications

• Minimum 3 years of management experience in a related field.
• Master’s degree preferred; Bachelor’s degree required in Business Administration or related field.
• Strong leadership and communication skills with cross-functional collaboration.

Responsibilities

• Oversee IT site support across organization and manage the IT Service Desk.
• Lead IT communications and drive service level improvements with end users and operations.
• Develop and monitor budgets, governance, and vendor relationships for IT service delivery.
• Build credible relationships with physicians, leaders, and staff to enhance customer experience.
• Set and achieve customer satisfaction goals and CSAT improvements.

Skills

Leadership

IT Service Management

Customer Experience

Operations & Process

Education

Master's Degree in Business Administration

Bachelor's Degree in Business Administration

Job description

Summary

The Senior IT Director of Service Delivery and Customer Experience oversees IT customer service throughout the Baptist corporate information technology functions. The core areas of responsibility are oversight of all IT site support functions across the organization through a management team, the IT Service (Help) Desk function, and IT Communications. The position is focused on a solid understanding of operations and process and be able to create a common understanding of service level expectations while working in a participative manner with the end users as well as operational representatives to build relationships with customers throughout our various service areas.

Responsibilities

• Oversee a team of direct reports who in turn collaborate with site support teams across our 22 acute care settings, our 150+ ambulatory sites, business operations, and academic environments.

• Service Markets encompass West-Tennessee, Northern to Mid-Mississippi, North East Arkansas, and our Baptist University campus service areas.
• Oversee our IT Customer Service Desk for Baptist Memorial Health's Corporate IT department.
• Responsible for Corporate IT customer communications across the organization.
• Provide leadership and be responsible for delivery of IT customer service throughout Baptist Memorial Health.
• Establish credibility with all key customers in the system including being primary liaison to our Baptist Medical Group physicians.
• Deliver a user focused, customer experience that ensures the information technology team is a client services organization. Both internally and externally.
• Promote communication between IT and system users. Develop a credible priority-setting mechanism and effectively communicate.
• Hire as necessary, train, manage and evaluate staff reporting to the Senior IT Executive. Provide guidance and support for information systems managers. Realign as necessary for more effective and streamlined operations.
• Set reasonable customer satisfaction goals and work with the team to meet them consistently by way of existing intercompany service surveys.
• Improve CSAT (Customer Satisfaction) scores, or other equivalent customer satisfaction metric.
• Review all information technology operating and capital budgets, making necessary recommendations on strategies and related expenditures to assure consistency with corporate goals and objectives.
• Strategically lead and develop a director team to enhance performance by setting clear accountable performance measures.

Requirements, Preferences and Experience

Education

Preferred:Master's Degree in Business Administration or related Field

Minimum:Bachelor's Degree in Business Administration or related Field

Experience

Minimum:3 years of Management Experience in a related field.

About Baptist Memorial Health Care

At Baptist, we owe our success to our colleagues, who have both technical expertise and a compassionate attitude. Every day they carry out Christ's three-fold ministry—healing, preaching and teaching. And, we reward their efforts with compensation and benefits packages that are highly competitive in the Mid-South health care community. For two consecutive years, Baptist has won a Best in Benefits award for offering the best benefit plans compared with their peer groups. Winners are chosen based on plan designs, premiums and the results of a Benefits Benchmarking Survey.

At Baptist, We Offer:

• Competitive salaries
• Paid vacation/time off
• Continuing education opportunities
• Generous retirement plan
• Health insurance, including dental and vision
• Sick leave
• Service awards
• Free parking
• Short-term disability
• Life insurance
• Health care and dependent care spending accounts
• Education assistance/continuing education
• Employee referral program

Job Summary:

Position: 14877 - System Director-Service Delivery & Customer Experience
Facility: BMHCC Corporate Office
Department: HS IS Admin Corporate
Category: Information Systems
Type: Non Clinical
Work Type: Full Time
Work Schedule: Days
Location: US:TN:Memphis
Located in the Memphis metro area