Director Technology Solutions Partners Support Services

Job Summary

Set the enterprise vision and operating model for how caregivers experience technology across PeaceHealth. This role is accountable for experience outcomes (e.g., XLAs), service management maturity, and the digital workplace strategy that enables safe, efficient, and compassionate care delivery.

Essential Functions

• Directs the end to end digital caregiver experience strategy; defines Experience Level Agreements (XLAs) and aligns them with clinical and operational outcomes (e.g., time to chart, bedside mobility, patient throughput).

• Establishes governance for enterprise service delivery—standards, decision rights, and operating norms that ensure consistency across all facilities and care settings.

• Aligns service delivery goals with enterprise OKRs and digital transformation priorities (clinical excellence, access, affordability, safety, equity).

• Evolves ITSM into Enterprise Service Management (ESM) to streamline service across IT and shared services (HR, Facilities, Supply Chain), improving request fulfillment and cycle time.

• Sponsors process excellence across incident, request, problem, change, configuration, knowledge, and asset—with automation, self service, and shift left at the core.

• Directs the enterprise monitoring and observability strategy (in partnership with Infrastructure and Apps) to provide real time service health, proactive detection, and business impact views.

• Introduces SRE aligned practices (error budgets, resilience patterns, post incident reviews) to improve Mean Time to Detect/Restore (MTTD/MTTR) and reduce repeat incidents.

• Drives adoption of AIOps, virtual agents, and intelligent routing to reduce contact volume, accelerate resolution, and improve caregiver satisfaction.

• Integrates observability with ITSM for closed loop automation and faster recovery.

• Drives adoption of self service capabilities (catalog, knowledge, device health insights) to increase first contact resolution and enable 24x7 support without proportional cost growth.

• Measures automation benefits (hours returned to caregivers, reduced downtime) and reinvests savings into transformation priorities.

• Partners with the CISO to embed endpoint security, identity, and zero trust principles into service delivery operations (patch compliance, privileged access, device posture).

• Ensures audit ready processes for software deployment, changes, device lifecycle, and access, aligned with HIPAA, CMS, and Joint Commission standards.

• Leads service continuity readiness (contact center resiliency, clinical communications, EHR access pathways) as part of enterprise Business Continuity and Disaster Recovery planning.

• Develops a sourcing strategy that blends internal capability with managed services and OEM partnerships; structures outcome based SOWs tied to SLAs/XLAs.

• Rationalizes vendor portfolio, negotiates strategically, and applies benchmarking and consumption analytics to optimize cost and performance.

• Partners with clinical informatics to ensure technology is designed around clinical workflow, safety, and user ergonomics—not just devices or apps.

• Directs capital/operational planning for service delivery platforms and end user technology; introduces FinOps like practices for SaaS/UCaaS/EUC consumption.

• Provides quarterly executive insights on cost, risk, and experience tradeoffs to inform funding decisions.

• Implements showback/chargeback or consumption transparency where appropriate; tracks value realization for each strategic investment.

• Leads change management, design, training, and communications tailored to clinical and operational roles.

• Partners with HR/Education and clinical leadership to embed digital skills into learning pathways; uses analytics to target coaching and reduce friction.

• Builds a high performing, caregiver focused org, sets clear role architecture and career pathways (service management, automation, analytics, experience design).

• Upskills teams on automation, observability, ITIL/ITSM/ESM, SRE, and data storytelling; fosters continuous improvement and psychological safety.

• Evolves the function from ticket closure to outcome ownership, reinforcing enterprise collaboration with Infrastructure, Apps, and Clinical Informatics.

• Shifts from operational metrics (only SLAs) to experience and business outcomes: XLAs/CSAT, first contact resolution, time to productivity, clinician time returned, MTTD/MTTR, change success rate, device health score, and automation benefit realized.

• Uses key metrics to align team execution to enterprise strategy, with quarterly reviews and course corrections.

• Creates a knowledge centric service culture, ensuring high quality, searchable content and integrating learning into caregiver workflows.

Qualifications

• Education: Bachelor's Degree in Computer Science Required or related field, or the equivalent years of professional experience and Master's Degree Preferred.

• Experience: Minimum of 7 years Required: Related experience with desktop services, client engineering and print management and Minimum of 5 years Required: Management experience; with significant experience in a health care organization directly supporting clinicians and providers.

• Skills: Ability to deliver financial results for areas of accountability. (Required) Knowledge of current applications and trends in information technology as related to healthcare. (Required) Strong analytical and problem-solving skills. (Required) Strong interpersonal, collaboration and conflict resolution skills. (Required) Ability to exercise strong judgment in analyzing, appraising, evaluating and solving problems of a difficult procedural, organizational, administrative or technical nature. (Required) Strong customer service skills. (Required) Strong verbal and written communication skills. (Required) Ability to lead and guide process improvement to assure efficiency. (Required) Ability to travel. (Required)