UW Medicine’s IT Services department is looking for an outstanding Assistant Director for IT Service Management to join the team!
What are we looking for?
Patients Are First focus
Customer service mindset
Interpersonal skills and teamwork
Adaptability and flexibility
What are the perks?
Medical insurance at reasonable rates with TEN plans to choose from!
Dental Insurance at no cost to you OR your dependents…AND we have three plans for you to choose from!
10 paid holidays annually!
1 personal holiday every year!
Generous amounts of vacation and sick leave that you can feel good about taking (more than 7 work weeks in your first year)!
TWO Retirement plans to choose from – one even matches 100% of your contributions with immediate vesting!
Voluntary Investment program to save more towards your retirement!
Deferred Compensation program to save even MORE towards your retirement!
Flexible Spending Account...Tax Exempt!
Dependent Care Assistance program!
On-site Childcare Centers!
Long Term Disability insurance!
Life and Accidental Death and Dismemberment insurance!
U-PASS transportation program and discounted parking…PRE-TAX!
Tuition Exemption program – at the UW (and other colleges around the state)!
Housing resources and home buying options!
Auto, home, renter, and boat group insurance!
Valuable membership and merchandise discounts!
Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program!
For all of the specific details on these benefits and more, please click here.
UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
In conjunction with UW Medicine ITS and UW Medicine executive leadership, the Assistant Director, IT Service Management (‘Assistant Director’) will lead the continual alignment of IT services, service management, and service capability solutions by designing and implementing Information Technology Service Management (ITSM) and Lean Six Sigma (LSS) capabilities to meet the changing needs of the environment. The Assistant Director will develop and deliver a strategy and objectives for ITSM business process transformation; be execution focused, balancing strategy development and communication with execution and roadmap development necessary to bring that vision to life and have a positive impact on bottom line results.
The incumbent will be a collaborative business partner to provide guidance and oversight on the implementation and execution of a robust Information Technology Information Library (ITIL) based service management strategy. The Assistant Director will also provide guidance and oversight on the implementation and execution of ITSM, ITIL, LSS, and Change Management best practices to enable centralized planning for employing service improvement strategies. This position will be chartered with improving or revamping our existing service management approach and driving continuous innovation focused on improving the overall customer experience. The Assistant Director has overall accountability to ensure services are delivered in accordance with agreed business requirements, policies, procedures, and the ITSM framework lifecycle. This includes request management, problem management, release management, change management, assets data integrity, lifecycle and reporting, service level management, knowledge management, and vendor management processes. The Assistant Director also has accountability for developing and implementing a these processes with a lens and culture of LSS and ITSM that will be embedded into ITS.
Areas of responsibility include, but are not limited to:
Develop and deliver a vision, strategy, roadmap, detailed execution plans and ownership for adoption of ITSM capabilities, ensuring the strategy is executed and delivers business results.
Lead the business transformation activities by developing and analyzing performance improvement data, developing and implementing an organization-wide communication plan, and developing and implementing a mentoring program for process improvement teams.
Collect data (e.g., costs / benefits) and report on ITSM implementation and process improvement activities ensuring that project tracking, dashboards, and metrics are maintained and results are communicated; as required.
Develop and maintain a common body of knowledge (BOK) around ITSM and LSS, as well as enterprise support processes including testing, environments, and more.
Develop and implement a mentoring program; responsible for mentoring and supporting teams and transformations.
The ideal candidate will have extensive ITIL and ITSM experience, strong Lean Six Sigma experience, strong leadership experience with a proven track record of success, and a passion for continuous improvement with a customer first mindset.
ITS is a growing shared services department that implements, deploys and manages highly complex clinical, business, and system applications to meet and exceed key IT initiatives that support UW Medicine entities. Additional applications and systems are supported through UW Medicine research affiliations such as the Fred Hutchinson’s Cancer Research Center, NIH and other grants, contracts, clinical affiliations and other School of Medicine activities; as well as medical training programs with other institutions. Additionally, UW Medicine operates in a highly complex business and technical environment consisting of multiple institutions and a highly diverse suite of applications.
This position exercises substantial discretion, independent judgment, and decision-making authority in applying the responsibilities called for. Responsibilities are to be carried out at a significantly high level of technical expertise; providing authoritative advice and counsel to C-Suite leadership; collaborating with executive teams, stakeholders, and technical and business operations teams to successfully develop, implement, and manage within areas of responsibility.
The Director should be an experienced leader with excellent interpersonal, coaching, and mentorship skills, be a good listener, and possess excellent written and oral communication skills. The incumbent must be technically conversant, yet able to translate technology concepts for people with non-technical expertise. The person in this position must be trustworthy, discrete, have high standards, and be very self-motivated. Flexibility, dedication, enthusiasm, and energy are key attributes. The Director must have strong technical knowledge and skills to work collaboratively in a dynamic, demanding, and multifaceted environment. The Director must be a team player for whom the ownership of ideas is less important than the result of the collaborative effort.
Work with C-Suite leadership to define and carry out the vision for areas of responsibility to support the mission of UW Medicine.
Collaborate with all areas of ITS to ensure a single IT Vision to support the mission and vision of UW Medicine.
Serve as a strategic liaison for healthcare IT efforts.
Lead and foster an ITSM and LSS culture throughout all of ITS.
Develop and oversee an annual budget in conjunction with UW Medicine goals and objectives.
Develop and implement appropriate levels of service delivery in collaboration with leadership peers in defining, delivering, and improving services for the enterprise.
Assess current and future performance and needs and identify emerging trends in ITSM practices; assess their potential value for UW Medicine.
Advise executive and other senior leaders on ITSM and overall lean transformation deployment through coaching, knowledge transfer, and resourcing priority improvements to achieve strategic alignment and measurable business results.
Be the thought partner/coach/guide to the development of and execution of the process transformation strategy.
In partnership with executive sponsors and core team, responsible for the oversight, and implementation of ITSM and Lean management system including strategy deployment, breakthrough management, and daily management systems.
Mentor senior leadership and ITS on ITSM and Lean methods, principles, and behaviors and their roles.
Coach all leaders to become coaches and to expect the development of consistent ITSM and Lean behaviors from all employees. Coach senior leadership in catchball to drive strategic deployment of key initiatives.
Work with executive, director, and manager level leadership to facilitate the chartering and prioritization of initiatives and mentoring projects aimed at process improvement and achievement of goals.
Leadership and Management (35%)
Lead, organize, and positively influence a team of professionals of teams within teams.
Instill UW Medicine and ITS vision and guiding principles to all staff; implement mission-oriented HR practices.
Promote an environment that is attractive to the employee and that facilitates the recruitment and retention of professional, technical, and support staff. This includes, but is not limited to, staff development, recognition, motivation, and communications.
Make hiring decisions and recommendations for separations, reclassification recommendations, salary adjustment recommendations, handle complaints and grievances as well as generally planning, assigning and approving the work of these positions.
Recruit, hire, train, coach, motivate, and manage performance of permanent, temporary, and contract staff.
Conduct performance evaluations and measuring on a regular basis, and other standard practices, consistent with all ITS teams.
Mentor and coach Assistant Directors, Managers, and other staff.
Provide functional and technical expertise to Managers and other staff.
Establish and enforce technical and functional standards.
Ensure compliance with security and confidentiality requirements.
Promote, monitor, and support UW Medicine HIPAA policy and procedures.
Provide a framework to be the employer of choice.
Develop a service-oriented work force with exceptional technical talent.
Ensure all ITS employees understand the linkage to the mission and vision of UW Medicine and to the UW Medicine Patients Are First principles and adhere to the professional conduct policy of UW Medicine.
Develop the teams and staff necessary to implement, enhance and support ITS programs.
Foster staff engagement through all levels of ITS.
Create and sustain strong processes and capabilities through the development/enhancement, deployment, and maintenance of methods, metrics, tools, training, education, and communication.
Develop and maintain departmental budget(s) and policies; direct the management and control of budget(s) and resources.
Build, manage, and sustain all vendor/supplier relationships.
Lead the alignment of program processes to continual service improvement initiatives and coaching how we develop processes, procedures, and work instructions to enhance service delivery.
Develop continual service improvement procedures and work instructions that include analyzing, submitting, and implementing continual service improvement initiatives.
Develop and submit Business Case Analyses when proposing process improvement recommendations.
Ensure the program employs best practices across the process baseline.
Propose and recommend improvements to owned software, tools and associated systems to reduce costs or improve capabilities.
Identify and implement improvement initiatives to meet the needs and changing mission of the environment.
Ensure achievement of all process execution related SLRs and KPIs.
Responsible for designing developing, and execution of the ITSM program.
Drive continuous improvement throughout the application support lifecycle.
Collaborate with other areas to facilitate end-to-end service workflow and system integration designed to simplify and enhance the customer support experience.
Optimize our reporting to ensure appropriate visibility and provide actionable data to stakeholders.
Facilitate the completion of efforts associated with root cause analysis and problem management.
Develop a Center of Excellence (CoE) for ITSM, LSS, and testing practices and frameworks.
Design and implement key service level agreements (SLAs) and operational level agreements (OLAs) for the CoE.
Develop, publish, and maintain an Executive Dashboard.
Measure SLAs and OLAs performance and establish an action plan for improvement based on the set goals.
Responsible for testing and environment strategy.
What you’ll bring to the table: (minimum requirements)
Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field, or equivalent combination of education/experience.
10+ years experience must include the following:
6+ years’ experience leading and managing technology and/or business professionals.
5+ years’ experience managing customer and vendor relationships.
2+ years’ experience with Lean Six Sigma techniques and methods.
2+ years’ experience with enterprise Lean Transformations across multiple functions within a technology based organization.
Experience implementing ITIL/ITSM in an enterprise level organization.
Lean Six Sigma Black Belt certification or equivalent experience.
Experience with testing, test processes, and multiple test environments.
Hands on experience with value stream mapping, standard work, and policy deployment.
Demonstrated management and leadership capabilities with proven ability to influence in matrix environment.
Demonstrated ability to navigate highly complex regulatory environment.
Proven ability to make administrative/procedural decisions and provide guidance and leadership to professional personnel.
The successful candidate will also possess:
Values consistent with those of UW Medicine's mission to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists, and other health professionals.
Excellent written and oral communication abilities to articulate the vision and translate complex issues into comprehensible ideas and concepts with the ability to engage in active listening and convey a positive and professional image in person, on the telephone, and through correspondence.
Strong interpersonal skills to lead and motivate the organization with the ability to work effectively with a diversity of personalities.
Demonstrated executive presence to support partnerships throughout UW Medicine.
Strong collaboration skills.
Team building skills that provide leadership and structure to a group of high-performing technology and business professionals.
Excellent negotiation and vendor management skills.
Internal motivation to be action oriented and results driven.
Ideally, you’ll also have: (desired skills and experience)
Previous experience in and knowledge of academic healthcare systems and/or operational environments.
Advanced degree (e.g., Master’s, PhD, etc.)
Lean Six Sigma Master Black Belt certification.
ITIL Service Management Expert certification.
What are some of the other tidbits that you might want to know?
This is an Information Technology deadline-driven work environment.
The individual in this position is expected to work normal daytime hours. The majority of work is performed in an office environment during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.
Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed.
Must work within the constraints of multiple technical environments.
ITS provides services to all UW Medicine organizations – Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, UW Medical Center, UW Neighborhood Clinics, UW Physicians, UW School of Medicine and Airlift Northwest. The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
Will be required to be on call as needed.
Ability to communicate clearly in English, both verbally and in writing.
This advertised job posting may not include the complete official job description for the role.
Appointment of the successful candidate to this position will be made contingent upon a satisfactory outcome of criminal background checks.
The application process for UW Medicine positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process (i.e. Work Authorization, Criminal Conviction History, Cover Letter and/or others). Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin applying for a position, all assessments must be completed at that time. Please note that your application shows up in our system as ready to review regardless of whether or not all assessments have been completed. If the assigned Recruiter happens to review applications prior to all of your assessments being completed, there is a chance you could be 'Not Selected' due to an incomplete application. For this reason, we strongly encourage all applicants to ensure there is plenty of time to complete all of the assessments prior to clicking on “Apply to this position”.
Who are we and what do we do? UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, to provide outstanding primary and specialty care to the people of the region, and to prepare tomorrow’s physicians, scientists and other health professionals. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or click here to send an email.
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