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Director Service Experience

Administration

 

Address   Franciscan Alliance
    1500 Albany Street
    Beech Grove, IN 46107

Hours  Days

Calendar  Full-Time

Education Bachelor's Required

WHAT WE NEED

Service Experience Leader

WHO WE ARE LOOKING FOR

Exceptional quality health care doesn’t happen by luck; it happens because there is a team of professionals working together – each doing their own job to the highest standards and working together for a common goal. Our Director of Service Experience is an important part of this care team by having responsibility for Shared Services and Franciscan Alliance Information Services service delivery in support of an exceptional coworker experience. 

Do you have excellent follow-through skills? Are you a good leader? Would you like to work in a place that values your skills and believes that serving with faith is the best possible way to serve? We have a team of people waiting for you.

WHAT YOU WILL DO
  • Provide leadership in Service Management best practice for: Change Management, Problem Management, Knowledge Management, Incident Management, Request Management, Asset and Configuration Management, and Quality Management.
  • Oversee and manage support for achievement of high first contact resolution of incidents and employee requests according to Service Level Agreements and Targets.
  • Lead root cause analysis (problem management) for recurring issues and downtime.
  • Lead Change Management Advisory Board to help make sure planning, testing and communication has occurred in support of high reliability of services that can be impacted by changes to our computing environment.
  • Report performance against all SLAs and provide exception analysis and action planning as appropriate.
  • Implement best practices across areas to ensure continual improvement in service levels. 
  • Oversight of Quality – Testing, which includes integrated and end user acceptance testing. 
  • Establish and implement strategies that have short to mid-term (1-3 years) impact on business results in alignment with organization objectives. 
  • Drive formal goal setting accountability for high performance.
WHAT IT TAKES TO SUCCEED
  • Prior experience in progressively responsible technology leadership roles with a minimum of 5 years in a management capacity.
  • Proven experience in the health care industry; experience leading large-scale Contact Center.
  • Strong ability to collaborate among various stakeholders, creating an aligned vision and efficient approach to leverage IT to solve organizational problems and challenges.
  • Proven ability to build, lead, and motivate an experienced and capable team.
  • A leader comfortable presenting to internal groups as well as external clients, physicians and other stakeholders.
  • Ability to operate in a fast-paced environment striving for zero tolerance.
  • An unrelenting passion to continually improve.
  • Knowledge and experience of large, complex healthcare environments strongly preferred.
  • Comprehensive management experience across multiple IS disciplines with responsibility for multiple departments.
  • Demonstrate the importance of good decision making and strategic discipline through example.


WHAT WE'RE LOOKING FOR

 

5-10 Years Experience

License(s):

Certification(s):

Travel: Up to 50%

 

EQUAL OPPORTUNITY EMPLOYER

It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law.

Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights.

Franciscan Alliance is committed to equal employment opportunity.

LEADERSHIP ​​​​