Vice President of Workplace Technology Services and Service Delivery

As the Vice President of Workplace Technology Services (WTS) and Service Delivery, you will be responsible for leading the strategic direction, implementation, and management of technology services that support the hospital's workforce. You will oversee the delivery of high-quality, efficient, and reliable workplace technology solutions to enhance operational effectiveness, employee productivity, and patient care delivery.

Key Responsibilities:

Strategic Leadership:

• Develop and execute a comprehensive strategy for workplace technology services aligned with the hospital's goals and objectives.
• Collaborate with senior leadership to define technology requirements and priorities, ensuring alignment with organizational strategies.
• Identify emerging technologies and trends to enhance workplace efficiency and employee satisfaction.
• Ensure that Mount Sinai technology assets are maintained and continuously updated in accordance with industry best practices.
• Serve as the Workplace Technology Services Representative in Mount Sinai leadership teams, committees, etc.
• Use a lens of equity in establishing and promoting policies and procedures.
• Confront racist, sexist or other inappropriate behavior and challenge exclusionary organizational practices and serving as a role model to promote anti-racist behaviors.
• Execute select strategic innovation initiatives as directed by the CDIO and other leadership.
• Ensure that all regulatory and auditing guidelines are followed, and solid business practices are implemented.

Service Delivery Management:

• Oversee the delivery of workplace technology services, including end-user support, device management, network connectivity, and collaboration tools.
• Establish service level agreements (SLAs), metrics, and benchmarks to monitor performance and ensure service quality meets or exceeds expectations.
• Implement a data-focused approach to service delivery including best practices for incident management, problem resolution, and change management to minimize disruptions and downtime.
• Drive service optimization including service quality and process improvement.
• Lead and manage the development and implementation of a ServiceNow roadmap, ensuring alignment with business goals and driving continuous improvement in our IT service management processes.

Team Leadership and Development:

• Lead a team of technology professionals responsible for delivering workplace services, providing mentorship, guidance, and professional development opportunities.
• Foster a culture of innovation, collaboration, and continuous improvement within the workplace technology services team.
• Develop a world-class support organization to exceed client satisfaction and enable maximum system uptime.

Vendor and Partner Management:

• Direct and oversee the management of the WTS and Service Delivery team budgets and resources
• Manage relationships with technology vendors and service providers to ensure the hospital receives value-driven solutions and support.
• Negotiate contracts, service agreements, and licensing terms to optimize costs and maximize benefits.

Security and Compliance:

• Develop and enforce security policies, procedures, and controls to protect sensitive data and ensure compliance with regulatory requirements (e.g., HIPAA).
• Implement measures to mitigate cybersecurity risks and vulnerabilities across workplace technology infrastructure.
• Partner with the Office of the CTSO to ensure compliance with cyber security protocols and support cyber security initiatives.

User Experience Enhancement:

• Champion initiatives to enhance the user experience and usability of workplace technology solutions, soliciting feedback from end-users and stakeholders.
• Drive initiatives to improve digital literacy and technology adoption among employees, promoting self-service options and training programs.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. Master's degree preferred.
• Proven experience (8+ years) in a leadership role overseeing workplace technology services or IT service delivery, preferably in a healthcare setting.
• Strong understanding of healthcare IT systems, including ServiceNow, Electronic Health Records (EHR), clinical applications, and medical imaging solutions.
• Demonstrated expertise in strategic planning, project management, and vendor management.
• Excellent communication skills with the ability to articulate complex technical concepts to non-technical stakeholders.
• Strong executive leadership and team-building skills, with a track record of motivating and developing high-performing teams.
• Familiarity with regulatory requirements and industry standards relevant to healthcare information technology, such as HIPAA, HITECH, and HITRUST.

Compensation

The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $250,000.00 - $350,000.00 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.