Concentra Senior Director, Service Delivery

Are you looking for a career that transcends the ordinary? At Concentra, we offer opportunities beyond patient care. As a valued member of our team, you'll be part of our efforts to provide exceptional service to our employer clients and exceptional care to their employees. Our values define our path forward – always working to ensure welcoming, respectful, and skillful care. Join Concentra, and see what makes us different and better.

Reporting directly to the VP IT Services, the Senior Director of Service Delivery, is a key member of the IT leadership team, and is responsible for ensuring a customer-focused approach to delivering solutions to issues/problems and challenges that end users are experiencing with Concentra technology. This position provides overall tactical and operational leadership for the Information Technology Support Services (ITSS) Department, directs the strategic design, management, and implementation of enterprise-wide technology support, ensuring service oriented technical support to all Concentra colleagues for a variety of hardware, software, operating systems, and network needs. Specifically, this position owns service delivery functions surrounding IT support leading Solution Center (Tier 1 and 2), incident management (major incidents included), problems, change management and operations management (NOC) to provide exceptional support within defined measurable service levels, including 24X7 resolution.

Furthermore, this leader will manage the activities necessary to keep the technology support operation running seamlessly, efficiently, and effectively while ensuring compliance with established standards and policies. The Senior Director also leads decisions, processes surrounding technology used by these teams. They have an in-depth knowledge on building efficient processes to track support items as well as ensure that team members are utilized and efficient in their roles. Must have a deep knowledge of IT Service Management and identify opportunities for process adoption, enhancement, and improvement of these functions. They lead to drive effective Service Levels, KPI’s and Metrics. They have high sense of urgency and engagement, being the ultimate point of contact for escalation for key stakeholders. They build strong relationships with other leadership including C suite leaders to drive improvement for those we support.

The Solution Centers (Tier 1 &2), the NOC (Monitoring) and Service Delivery leaders and their direct reports receive guidance and direction from the Senior Director, Service Delivery. Proven capability of strong problem solving and communication skills with the drive and hands on leadership qualities needed to deliver on our internal customer’s requirements.

The Senior Director of Service Delivery position requires engagement and collaboration with many other leaders, teams, and stakeholders from across the enterprise with emphasizes on operational, clinical and CBO leadership to ensure a timely response and resolution. The position will constantly be driving continuous process improvement.

• Ensure Tier 1 and Tier 2 support teams are providing exceptional support to those needing IS support. Work closely with them to assist to ensure individual and team service metrics are met
• Ensure NOC team is monitoring and performing event, incident, and task management processes in a timely and effective manner. Work closely with leadership to ensure this team is working closely with others to proactively identify and mitigate or work with appropriate teams to limit impact to the business
• Ensure Service Delivery teams are overseeing the IT change management process. This includes leading change management meetings, enforcing ITIL best practices, aligning with IT teams and stakeholders, and reporting on KPIs and metrics to ensure effectiveness
• Manage and oversee the CMDB process, ensuring that activities align with ITIL best practices, and that other IT teams and stakeholders are following processes
• Develop and maintain key performance indicators (KPIs) and metrics to measure the effectiveness of the change management process and NOC operations
• Work closely with Release and Deployment manager to align with change management process
• Identify and implement process improvements to enhance the efficiency and effectiveness of the change management process, CMDB, and NOC operations
• Provide leadership and guidance to the team, including mentoring and coaching team members to help them to develop their skills and knowledge
• Build and manage IT Service Management (ITSM/ITIL) strategies, process, policies, project management, budget management, and best practices, and must have demonstrated a strong customer service orientation
• Plan and implement the technical support strategy and roadmap
• Assist in the development and completion of organizational goals, policies, process and procedures for all team members
• Meet Concentra colleagues to solicit cooperation, plan initiatives, meet requirements, and communicate plans and strategies
• Effectively lead, guide, manage, and mentor a team of internal and external technical resources to deliver high quality of services to district stakeholders. Ensures execution and delivery of IT project portfolio and initiatives
• Manage job performance of the team leads, including coaching, feedback, and performance evaluations
• Provide leadership in the establishment of workflows, priorities, and support systems that enhance services
• Partner with key Concentra stakeholders to identify, develop, implement, and assess emerging technology strategies
• Develops and maintains processes for consistency and increased productivity
• Develop and implements methodologies to improve ticket resolution, to manage customer perceptions, and to build strong internal relationships
• Oversees the creation and sustainability of standard operational procedures, best practices and other relevant documentation based on best practices, real-time and historical data, and reporting
• Guide and provide budget management and guidance to meet annual budget planning
• Develops an effective process for prioritizing and managing cross-functional IT projects
• Willingness to work flexible hours, non-business hours, or other scenarios required by the flow of operations

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Education Level: Bachelor’s Degree
Degree must be from an accredited college or university.

Job-Related Experience

• 10+ years of experience in customer support or customer engagement role
•  5+ years leading multiple teams, specifically focused on Customer service
• Prior experience managing technical and or application support teams
• Excellent customer instincts and abilities, strong written and verbal communications, executive level presence and experience in facilitation
• Proven track record of working in a goal-oriented and self-directed environment
• Experience with ITIL concepts, ServiceNow or other Service Management systems, Call Center Management tools (Avaya, NICE)

Job-Related Skills/Competencies

• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Quickly grasps the essence and root causes of an issue.
• Ability to integratedifferent ideas and points of view.
• Strong leadership, project management skills, time management, and problem-solving skills
• Ability to lead senior staff, architects and managers in performing their duties
• High sense of urgency to deliver on customer solutions, including projects, problems, and new requirements
• Ability to coordinate and work with other departments
• Excellent organizational skills
• Ability to apply knowledge and analytical thinking to work through issue
• Excellent presentation and meeting facilitation skills
• Inherent knowledge of development processes and best practices to manage multiple, large scale, and co-dependent systems software development projects consistently on time and on budget
• Proven ability to work effectively with the business leaders in defining product requirements and specifications
• Excellent communication skills and interpersonal skills. Ability to communicate effectively across the IS organization, business units, and customers.
• Has depth and skills in being creative and developing efficient and effective solutions to diverse and complex business problems
  
  

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off & Extended Illness Days Offered
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

This job requires access to confidential and critical information, requiring ongoing discretion and secure information management.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Concentra is an Equal Opportunity Employer, including disability/veterans