Director, Service Assurance

Summary

Join Imagine Pediatrics as the Director of Service Assurance and lead the monitoring, reporting, and improvement of service delivery across the IT infrastructure portfolio. You will be responsible for driving operational improvements in technology operations and end-user experience, supporting growth and scale, and collaborating with stakeholders and vendors. This role requires strong leadership skills, experience in healthcare IT, and expertise in relevant regulations. Imagine Pediatrics offers a competitive salary, bonus incentives, a comprehensive benefits package, and opportunities for professional growth. The position involves managing IT infrastructure operations, overseeing end-user experience, and contributing to the company's growth and scale. You will play a key role in shaping the future of pediatric healthcare.

Requirements

• Be passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve
• Possess knowledge, skills, and experience that complement your ability to work collaboratively across multiple business and IT teams
• Hold a Bachelor of Science degree in Computer Science, Information Systems, or have extensive experience in a related field
• Have 6-8 years’ experience serving in a senior Information Technology leadership role (Director or above preferred)
• Have 6-8 years’ experience working within a patient facing healthcare services company
• Possess an advanced knowledge, experience, and expertise of U.S. Federal regulations such as the HITECH Act, HIPAA, and HITRUST
• Demonstrate excellent leadership skills and the ability to lead and inspire the organization through complex and sometimes challenging and disruptive technology initiatives
• Possess excellent verbal and written communication skills with strong experience building and delivering presentations to varying business functions and Executive teams

Responsibilities

• Monitor, report, and improve service delivery across all areas of the IT Infrastructure portfolio
• Continuously seek to identify operational improvement in areas of technology operations, end user experience, and supporting the growth and scale at Imagine Pediatrics
• Serve as the principal lead on enterprise-wide technical implementations, system and operational improvement initiatives, and initiatives designed to drive cost reduction and utilization efficiency across the technology portfolio
• Lead initiatives that engage multiple departments or team functions throughout the organization
• Help define the measures of success and track long term progress against defined goals
• Serve as a principal liaison to key business stakeholders and vendors
• Assess where challenges or opportunities may exist to improve the end user experience across the existing technology portfolio
• Stay informed of emerging industry technologies that would enhance the productivity of our Imagine Pediatrics team members and increase the safety and security of our protected corporate information
• Manage the operational performance and reporting of the IT Infrastructure Operations functions
• Manage key reporting indicators (KPI) for critical functions such as security operations, customer responsiveness, spend and utilization, asset and software management, and strategic initiative tracking
• Manage enterprise-wide communications related to technology implementations, changes, planned downtimes, and communications or documentation designed to educate, train, and support Imagine Pediatrics team members
• Develop knowledge-based articles for internal and external purposes
• Provide oversight and performance tracking of all operational assets and budget to include: Software licensing management, utilization, forecasting, and reporting
• Provide oversight and performance tracking of all operational assets and budget to include: Asset / hardware inventory management, utilization, forecasting, optimization, and reporting
• Provide oversight and performance tracking of all operational assets and budget to include: Operational spend, utilization, cost containment, forecasting, and reporting
• Provide oversight and performance tracking of all operational assets and budget to include: Resource capacity, demand, utilization reporting. Analyze resource utilization and availability against business demands
• Provide oversight and performance tracking of all operational assets and budget to include: Relationship management. Vendor relationships, quarterly business reviews, service optimization and refinement
• Provide oversight and performance tracking of all operational assets and budget to include: Serve as the primary internal business liaison to market and shared services teams
• Provide oversight and performance tracking of all customer facing services with continual focus on improving the end user experience. Customer support responsiveness, SLAs, service desk tool optimization and reporting
• Provide oversight and performance tracking of all customer facing services with continual focus on improving the end user experience. Employee onboarding and offboarding (hardware, software, access) process monitoring, improvement, and reporting
• Provide oversight and performance tracking of all customer facing services with continual focus on improving the end user experience. Support enterprise technology communications (changes, updates, impacts, awareness, Sev 1s)
• Provide oversight and performance tracking of all customer facing services with continual focus on improving the end user experience. Growth and Scale Enterprise and regional technology deployments, replacements, optimizations
• Provide oversight and performance tracking of all customer facing services with continual focus on improving the end user experience. Emerging technologies evaluation and assessments
• Provide oversight and performance tracking of all customer facing services with continual focus on improving the end user experience. Policies, procedures, SOPs, KBAs, enterprise documentation
• Provide oversight and performance tracking of all customer facing services with continual focus on improving the end user experience. Service line assessment and optimization

Benefits

• Base salary range of $150,000 - $170,000
• Annual bonus incentive
• Competitive company benefits package
• Eligibility to participate in an employee equity purchase program (as applicable)
• Competitive medical, dental, and vision insurance
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability
• Life insurance at 1x annual salary
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays
• Paid new parent leave
• Additional benefits to be detailed in offer