Description

Work Status Details: REGULAR FULL TIME | 80.00 Hours Every Two Weeks
Shift: Days
Pay Rate Type: Annual Salary
Location: Corporate Center

Listed is the base hiring salary range offered for this position. Actual salaries may vary depending on factors, including but not limited to skills and experience. The salary range listed is just one component of the total rewards/compensation package offered to candidates.
Min = $120,799.72
Mid = $157,039.64
Max = $193,279.55

Summary:
The Director of IT Operations leads the IT Service Desk and Field Services teams at Onvida Health, ensuring exceptional delivery of technology support and end-user services. This role oversees the adoption, optimization, and continuous improvement of the ServiceNow platform while ensuring operational excellence, customer satisfaction, and alignment with organizational needs. The Director leads IT Service Desk and Field Services operations across all Onvida Health locations, manages ServiceNow platform modules such as Incident, Request, Change, and Asset Management, develops and enforces IT support standards and escalation procedures, and drives continuous improvement and modernization initiatives. The role includes mentoring a high-performing team, managing vendor relationships for support tools and technologies, collaborating with clinical and business leaders to align IT services with broader goals, and serving as a key incident response leader during major service disruptions.

Responsibilities:

1. Planning/Vision

Competency: a) Provides vision, forward thinking and strategic planning in a proactive manner while being open-minded and creative in establishing a strategic direction. b) Develops through an integration of ideas of those involved, an organized strategy to achieve both short and long term objectives for the department. Effectively communicates strategy to obtain commitment by the responsible individuals.

Accountability: Leads the strategic planning process for the respective department. As plans are developed, these plans and objectives are integrated within the plans of the medical center. The incumbent works with others in leadership as well as physicians to identify and evaluate programs and emerging technologies. Leads the strategic planning process for IT Service Delivery, incorporating innovative ideas to enhance service quality and user satisfaction. Aligns the service delivery roadmap with Onvida Health's broader strategic initiatives and emerging technologies like ServiceNow expansions.

2. Fiscal Management

Competency: a)Demonstrates a personal accountability for financial results through development of an annual budget and operational plan and management of performance based on plan. b) Engages staff in efforts to contain costs and improve the efficiency and cost-effectiveness of services. Understands the basics of health care financial management.

Accountability: Establishes budget targets for department, provides oversight for the process, and holds self and other individuals accountable for compliance with annual budget plan. Develops and manages the operational budget for Service Desk and Field Services. Monitors expenses, optimizes resource utilization, and evaluates cost-saving measures including ServiceNow automation opportunities and vendor management. Identifies program or service growth opportunities and methodologies to enhance revenues. Able to manage a volume adjusted budget.

3. Customer Service

Competency: a) Exhibits unyielding commitment to providing excellent service to patients, physicians, employees and other customers. b) Demonstrates strong communication skills through effective exchange of information with others, including written and oral communication, active listening, influencing the behavior of others and building personal rapport. c) Communicates with others in an open and friendly manner, while simultaneously building credibility and rapport. d) Exhibits strong interactive skills through a demonstration of respecting others' feelings, ideas and opinions; fosters an open interchange, displays a genuine understanding and acceptance of others. Demonstrates perceptivity regarding others' feelings, ideas and opinions.

Accountability: Responsible for assuring a respectful work environment. Promotes Patient & Family Centered Care. Sets the tone in the department by communicating values and attitudes that will significantly shape the culture of the group. Models appropriate behaviors and values; sets expectations for respectful behavior with all employees. Supports collaboration between patients, families, health care practitioners, and health care leaders in policy and program development, implementation, and evaluation; in facility design; professional education, and delivery of care. Sets a high standard for user experience by embedding a culture of exceptional customer service throughout Service Desk and Field Services teams. Leads initiatives that support Patient & Family Centered Care through technology reliability and responsiveness.

4. Operational Management / Quality in Everything We Do

Competency: a) Exhibits a commitment to operational management and completing tasks through personal initiative, persistence. Demonstrates an ability to plan, organize, coordinate, prioritize, balance workload and follow through to achieve institutional and individual goals and objectives. b) Demonstrates use of good judgments and sound decision making (common sense, intuition, data collection, analytical skills, impact evaluation, communications) to systematically address problems, define alternate solutions, negotiate and facilitate implementation of solutions. c) Able to balance need for consensus and involvement with need for decisiveness and action. Provides consistent and open encouragement to trying new and creative approaches, yet willing to make a decision and take a stand.

- Contributes new ideas and new ways of thinking to improve departmental performance and services.

- Identifies need for change and develops/accepts creative approaches and solutions.

- Participates in performance improvement activities, and by challenging processes, eliminates inefficient/ineffective procedures and waste by collaborating with co-workers or across departments to improve processes.

- Implements an effective and on-going program to monitor, evaluate and improve the quality of services delivered.

Accountability: With the assistance of direct reports, develops processes and procedures which are effective, efficient and aligned with organizational goals and values. Responsible for coordinating and integrating intra-hospital services. Ensures division has qualified staff and needed resources in order to deliver safe quality care and outcomes. Establishes performance standards with which to measure effectiveness and efficiency of services. Drives the establishment of performance metrics, service benchmarks, and quality assurance initiatives within IT Service Delivery. Implements continuous service improvement processes based on user feedback, data analytics, and ServiceNow reporting.

1. System Thinking

Competency: a)Ability to see how individual actions contribute to the overall good of the institution. Understands and is able to communicate how individual and department goals overlap with YRMC's goals. b) Demonstrates commitment for the good of the organization while maintaining congruence with commitment to the department. c)Able to recognize and use information about organizational climate and key individuals to accomplish legitimate organizational goals. d)Aware of the importance of timing, politics and group processes in managing change. e)Able to balance department needs with the hospital needs. Skillful at reconciling the two without sacrificing the critical needs of either.

Accountability: Works collaboratively with a variety of key stakeholders to achieve team, department and YRMC's goals. Demonstrates an ability to align departmental goals with the larger vision of Onvida Health. Understands how IT Service Delivery operations impact clinical, operational, and administrative workflows across the organization.

6 Human Resources Management

Competency: a)Able to develop others through setting clear expectations, mentoring and coaching, and holding others accountable for results. b) Utilizing work force analysis, identifies required competencies needed for effective management of human resources and is able to identify short and long-term staffing needs, c) Conducts oneself in an honest, credible, trustworthy manner consistent with YRMC's values. Demonstrates an integration of values, beliefs, attitudes and behaviors through an acceptance of responsibility and accountability for individual's own actions.

Accountability: Ensures that the work force has the necessary skills to accomplish the work required to achieve the objectives of the department. Partners with Human Resources to develop long-term human resource plans, anticipating future needs and developing employees able to meet those challenges. Fosters an open working environment for easy access to express ideas and concerns. Demonstrates and expects open communications. Promotes an environment that is open and collaborative while keeping the team focused on a common goal. Builds rapport, encourages teamwork, creates an environment where employees may feel empowered. Leads workforce development efforts by mentoring, coaching, and providing clear career progression pathways for Service Desk and Field Services staff. Partners with HR to forecast staffing needs based on service demands and future technologies.

7 Community

Competency: a)Leverage the unique system capabilities (hospital and community providers) to increase value for external and internal customers and eliminate barriers to care. b) Participate in community involvement. c) Champion community involvement in the department and throughout the organization.

Accountability: Promote and encourage community involvement throughout the department. Incorporate community goals in overall departmental goals. Demonstrate involvement in community events and hospital partnerships. Maintains appropriate continued education as it relates to the role.

Education:
Essential:
* BACHELOR'S DEGREE

Other information:

Minimum Requirements

Bachelor's degree in Information Technology, Computer Science, Healthcare Administration, or related field required. Master's degree preferred.

7+ years of progressive IT leadership experience, including 3+ years managing Service Desk or Field Services.
3+ years of experience configuring and optimizing ServiceNow platform modules.

Join us at Yuma Regional Medical Center dba Onvida Health

A career at Onvida Health is more than just a job. It's a place to have a long and rewarding career, making a difference in the lives of those in our shared community. When you join our team, you become an integral part of a thriving community committed to improving the health and well-being of everyone in southwestern Arizona.

At Onvida Health, we believe in progress with purpose. Our commitment to innovation is matched by our dedication to kindness and integrity. We take our values seriously because we know they lead to better outcomes for our patients and a better experience for all of us. We're looking for people who approach each day with a sense of possibility, a drive to make things better, and a commitment to kindness. If that sounds like you, you're our kind of people.

If you're looking for a career where innovation meets compassion, where you can grow and contribute to building a healthier tomorrow, Onvida Health is the place for you.

Life in Yuma, Arizona
Yuma, recognized by Guinness World Records as the Sunniest City on Earth, offers more than just sunshine. It's a place where the great outdoors meets a welcoming, tight-knit community. Hike scenic trails, explore the Colorado River, or immerse yourself in local cultural festivals - all while embracing the beauty of this desert oasis. With easy access to larger cities and popular destinations, Yuma makes it easy to balance a fulfilling career with time for personal adventures and relaxation.

https://www.visityuma.com/

https://www.yumachamber.org/

Physical Requirements and working conditions for this position will be provided to you up on interview.