The Program Director for IT Process Improvement is charged with developing forward-looking and ongoing strategies for IT process and quality improvement. They have overall responsibility of the IT Process Improvement team, its processes, and its deliverables. The Program Director will work as a liaison between their team and Information Systems leadership. The position assumes responsibility for providing expertise, supporting, overseeing methodologies, and driving process improvement throughout the IS Division. The IT processes being driven to improve will include, but are not limited to, Service Level Agreements (SLAs), High Reliability Organization processes, IT audit processes, and other key IT service management metrics. This dynamic leader must possess strong people leadership skills, customer service skills, organizational skills and the ability to manage multiple priorities. This position reports to the Director of IS Shared Services.

Program Execution

• Meets regularly with IS leadership to plan strategy, educate on processes, provide guidance and ensure consistency and quality across IS.
• Leads the development, utilization, and enhancement of IT Process standards and best practices for the IS Division.
• Serves as a knowledgeable resource for IT Process standards and processes, including providing group and 1:1 education to IS leaders.
• Communicates and presents IT Process updates and changes to the IS Division. Meets with teams and individuals within the IS Division to educate and communicate on processes and reporting capabilities.

Domain Expertise

• Demonstrates knowledge and expertise in IT processes and related tools (including ServiceNow) and methodologies and maintains knowledge as technology and best practices evolve.
• Provides guidance, mentoring, and IT process expertise to customers and team members
• Exhibits expertise in supporting and overseeing methodology and process execution.
• Maintains expertise in metric dashboard and reporting creation.

Team Productivity and Quality

• Manages resources required to provide expertise, supporting and implementing IS processes, methodology and execution with oversight to scheduling and workload. This includes a focus on capacity planning, demand management, and resource utilization.
• Manages the recruitment and hiring of qualified personnel as needed to meet the operational needs of the team.
• Oversees employee and contractor productivity.
• Ensures development and quality of IT process tools and methodology deliverables.
• Communicates clear expectations on work deliverables, timelines, and challenges.
• Holds staff accountable for adhering to the best practices, including all institutional, divisional and department procedures.

Other duties as assigned

Education: Bachelor’s degree.

Preferred Education: Master’s Level Degree

Certification: None

Preferred Certification: ServiceNow certification

Experience: Seven years of experience in information technology services, to include three years of program or process management to include two years supervisory/management experience. May substitute required education degree with additional years of equivalent experience on a one to one basis. Successful completion of the LEADing Self Accelerate program may substitute for one year of required supervisory or management experience.

Preferred Experience:

• Experience in an academic healthcare setting.
• Experience at The University of Texas MD Anderson Cancer Center.
• Three years’ experience implementing and supporting ServiceNow