Senior IT Director - Service Delivery

Job Description

Strength Through Diversity

Ground breaking science. Advancing medicine. Healing made personal.

Info Services Computer Operations - Req # 83089

Senior IT Director - Service Delivery  

Roles & Responsibilities:

The Senior Director of Information Technologies is responsible for the overall IT Service Delivery Program, providing leadership, strategic direction and operational management to drive the program forward to meet business needs.  This role will be focused on designing, implementing and managing ITIL based processes and procedures for the services delivered by IT (24x7) for 30,000+ employees at Mount Sinai Health System.  Primary areas of responsibility include the following - Problem management, Change management, Incident management, Request management, Service level management, Knowledge Management, Service desk management (24x7), Service continuity and availability, and Performance Reporting. 

  • Directs the utilization of information system resources and plans, designs, and implements organization wide information metrics, processes, systems and technologies for large and/or multiple areas of the organization.
  • Manage incidents, problems, requests and changes according to SLAs/SLOs
  • Develop and drive Service improvements based on RCAs, trends and client inputs.
  • Monitor and manage service delivery performance of Subcontractor/third party
  • Manage incidents as key success factor. Ensure adequate communication with client and Executive Leadership in any major incident.
  • Translating customer requirements into working instructions and workflows for Delivery in ServiceNow.
  • Building and maintaining customer relationships through the assigned IT Business Relationship Managers at each location
  • Mitigating and solving escalations with urgency and determination
  • Produce SLA Performance Reporting/Metrics (i.e. change Management Statistics, Monthly Dashboard creation and presentation, etc)
  • Assigns and coordinates the work of Information Technologies staff, contractors and vendors.
  • Collaborates with Senior Executives in establishing organizational goals for information systems support and technologies.
  • Directs the development of the Information Technologies operating budget and maintains necessary controls to assure compliance with budgeted expenses, resources, and staff projections.
  • Develops staff and monitor programs to support production services including staffing, standards, productivity analysis, cost factors, benefits realization, and operations processing.
  • Ensures the provision of cost efficient information services and support. Anticipate developments in fields of information technology. Write recommendations for management review of enhancements to existing services and support through ongoing review. 
  • Provide/manage continuous improvement of all services provided and identify alternatives/options to these services in an effort to raise the maturity of the Service Delivery program.
  • Performs other related duties




  • Bachelor's degree in Business Administration and/or Information Systems with course work in Computer Science or equivalent; Master's preferred.
  • ITIL v3.x certified.
  • Microsoft certifications preferred.


  • 8-12+ years of progressive information Service Management experience preferably in a health care field. 
  • Demonstrated IT Service Delivery Management experience in a senior position at a large-scale enterprise.
  • Experience with contract and vendor negotiations.

General Skills:

  • Excellent written, oral, interpersonal and executive presentation skills
  • Excellent organizational and analytical skills
  • Strong skills in Excel (Pivot tables, Reporting, etc)
  • Demonstrated financial management skills 
  • Proven leadership and management skills 
  • Ability to help triage, evaluate, and troubleshoot complex problems
  • Ability to communicate and interact with a wide variety of individuals 


Strength Through Diversity

The Mount Sinai Health System believes that diversity and inclusion is a driver for excellence. We share a common devotion to delivering exceptional patient care. Yet we’re as diverse as the city we call home- culturally, ethically, in outlook and lifestyle. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education and advancement as we revolutionize healthcare delivery together.
We work hard to recruit and retain the best people, and to create a welcoming, nurturing work environment where you have the opportunity and support to develop professionally. We share the belief that all employees, regardless of job title or expertise, have an impact on quality patient care. 

Explore more about this opportunity and how you can help us write a new chapter in our story! 

Who We Are

Over 38,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.
Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospitals, including Mount Sinai Beth Israel, Mount Sinai Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai St. Luke’s, and New York Eye and Ear Infirmary of Mount Sinai.
The Mount Sinai Health System is an equal opportunity employer. We promote recognition and respect for individual and cultural differences, and we work to make our employees feel valued and appreciated, whatever their race, gender, background, or sexual orientation. 

EOE Minorities/Women/Disabled/Veterans


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