Asst Dir, IT Service Operations

Job Title

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location:

30 Corporate Woods, Brighton, New York, United States of America, 14623

Opening:

Worker Subtype: Regular

Time Type: Full time

Scheduled Weekly Hours: 40

Department: 900083 ISD Infrastructure

Work Shift: UR - Day (United States of America)

Range: UR URG 116

Compensation Range: $108,483.00 - $162,725.00

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities

Reviews processes and makes recommendations for operational improvement and assists in setting strategic direction for University-wide information strategy, systems, and services, including development of long-range goals and budget objectives. Oversees specific University information systems and services in support of business continuity and day-to-day operations.

Essential Functions

IT Operations Oversight:

• Secondary accountable leader for Technology and IT Operations.
• Oversees strategy, governing, implementation and monitoring of Key ITIL practices: Asset Management, Change Enablement, Major Incident Management, Problem Management, Service Continuity Management and Disaster Recovery Management.
• Responsible for making moderate to significant improvements in systems, processes or products to enhance performance of level area.
• Problems faced are moderately complex to complex and require extensive investigation and analysis.

Stakeholder Engagement and Organizational Impact:

• Creates and fosters relationships with relevant clinical and operational teams.
• Works with IT Service Management teams to develop business continuity and keep day to day operational.
• Builds IT-facing stability, availability and efficiency of backend services that complement customer-facing relationship with customer service and experience.
• Key escalation point for all IT Operation areas.
• Communicates with stakeholders within and outside of own area, and may include external communications external to the department.
• Accountable for reporting and escalating process improvements to all IT teams and Sr. Leadership.
• Influences others on policies, practices, and procedures within area of expertise.

Team Leadership:

• Manages a midsize to large team of IT Operations management professionals in support of execution technology operations and projects across URMC, including affiliates across the region.
• Leads career development efforts for direct reports and the full IT Operations team. Provides coaching/mentoring to standardize best practices across all team activities.
• Champion for continuous improvement as demonstrated by personal example.
• Leads a high-performance IT Operations Management team, establishing clear goals, opportunities and career trajectories for team members assigned. Allocates and assigns personnel and technical resources to meet enterprise needs. Typically has hiring, firing, promotion, performance and reward authority with manager review and approval

Budget Oversight:

• Responsible for one or more elements of an operating or capital program budget.
• Plans, manages, and participates in relevant department capital and operating budgeting processes. Maintains an ongoing awareness of project resources in relation to budget plan parameters and rate of spend for use in decision making and influence in assigned area and across department.

General:

• Keeps abreast of industry standards, practices and new technologies to enhance key stakeholder satisfaction with Information Technology Services.
• Serves as an active member of the IT Leaders team. Collaborates with team on new policy, interpretation, updates and the setting of new department wide initiatives. Makes recommendations on employee engagement, motivation, retention and growth of staff.
• Subscribes to and models URMC ICARE and Meliora values.
• Ensures 24/7 services and manages on-call rotations. Other duties as assigned.

Minimum Education & Experience

• Bachelor's Degree in Business Administration, Information Technology, Engineering, or other related field required.
• Experience in an academic medical center or health-system preferred
• 3 years of progressive experience at a supervisory level in a technology environment required
• or equivalent combination of education and experience required

Knowledge, Skills and Abilities

• Ability to communicate effectively at all levels of the organization including with executives, physicians, and nurses, with the ability to discuss technical information in a meaningful way with persons of varying levels of expertise preferred.
• Ability to demonstrate objectivity, sensitivity, and a balanced perspective regarding employee concerns and organizational issues preferred.
• Strong oral and written communication skills with the ability to create clear, concise and prompt communications required.
• Strong follow-through skills with ability to manage multiple initiatives simultaneously required.
• Exhibits managerial courage. Willing to take calculated risks and to speak up for the best interests of the team required.

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.