Director Technology Solutions Partners Support Services

PeaceHealth is seeking a Hybrid Director Technology Solutions Partners Support Services for a Full Time, 1.00 FTE, Day position. The salary range for this job opening at PeaceHealth is $67.74 - $101.60. The hiring rate is dependent upon several factors, including but not limited to education, training, work experience, terms of any applicable collective bargaining agreement, seniority, etc.

Job Summary

Sets 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. Partnering with clinical, operational, and technology leaders (e.g., CNIO/CMIO/CISO, Infrastructure, Applications, HR, Supply Chain), the director shapes and governs a system wide service delivery model spanning ITSM/ESM, Service Desk and Field Services, enterprise monitoring/observability, end user platforms, collaboration/communication tools, and modern workplace capabilities. Advances enterprise priorities through a multi year roadmap, data driven investment decisions, and strategic vendor and sourcing strategies-balancing cost, risk, and caregiver experience. Ensures readiness for audits and regulatory requirements (HIPAA, CMS, Joint Commission), drives continuous improvement and automation at scale, and translates business and clinical objectives into measurable technology outcomes that improve caregiver productivity, operational reliability, and patient experience.

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
• Sets the multi year digital workplace roadmap: endpoint strategy (Windows/macOS/iOS/Android/VDI), modern device management, collaboration suites, secure mobility, printing, peripherals, and clinical communications. Standardizes and rationalizes the end user technology portfolio to improve reliability, simplify support, and reduce total cost of ownership.
• 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.
• Scales 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.
• Aligns OEM roadmaps and partner commitments with PeaceHealth's architecture standards and modernization plans. 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 trade offs 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.
• Performs other duties as assigned.

Qualifications

Education

• Bachelor's Degree Required: Computer Science or related field 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 and
• Preferred: Experience in an Epic environment and
• Preferred: Experience with business continuity and/or disaster recovery processes

Credentials

• Preferred: A+ Certification or
• Preferred: Lean Certification or
• Preferred: ITIL v4 Certification

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)

Working Conditions

Lifting

• Consistently operates computer and other office equipment.
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Sedentary work.

Environmental Conditions

• Predominantly operates in an office environment.

Mental/Visual

• Ability to communicate and exchange accurate information.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

PeaceHealth is committed to the overall wellbeing of our caregivers: physical, emotional, financial, social, and spiritual. We offer caregivers a competitive and comprehensive total rewards package. Some of the many benefits included in this package are full medical/dental/vision coverage; 403b retirement plan employer base and matching contributions; paid time off; employer-paid life and disability insurance with additional buyup coverage options; tuition and continuing education reimbursement; wellness benefits, and expanded EAP and mental health program.

See how PeaceHealth is committed to Inclusivity, Respect for Diversity and Cultural Humility.

For full consideration of your skills and abilities, please attach a current resume with your application. EEO Affirmative Action Employer/Vets/Disabled in accordance with applicable local, state or federal laws.