Vice President of Service Delivery - HIT Leadership - Hybrid

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Alaska Native Tribal Health Consortium is proud to be an equal opportunity employer. Alaska Native Tribal Health Consortium prohibits any policy or procedure which results in discrimination on the basis of race, color, national origin, gender, gender identity or gender expression, pregnancy, sexual orientation, religion, age, disability, military status, genetic information or any other characteristic protected under applicable federal or state law.

Reporting to the Chief Information Officer (CIO) and serving as a senior leader within the Health Information Technology (HIT) division, the Vice President of Service Delivery and Experience is accountable for the quality and reliability of the day-to-day technology experience across the Alaska Native Tribal Health Consortium (ANTHC). The role owns IT Service Management (ITSM), the service desk, end user and field support, and the enterprise business application portfolio, and is responsible for elevating these functions from reactive support into a proactive, experience-driven service capability.

As a member of the HIT senior leadership team, the Vice President of Service Delivery and Experience sets service standards, drives continual service improvement, and ensures that technology services are reliable, responsive, and consistently delivered to the workforce across ANTHC and its statewide sites.

• Lead the service delivery and experience organization, building a high-performing, service-oriented team spanning the service desk, end user support, and statewide field support, and fostering a culture of ownership, empathy, and accountability.
• Own IT Service Management (ITSM) as the operating discipline of the division, establishing and maturing incident, problem, change, request, and knowledge management practices along with the workflows and tooling that support them.
• Own the service desk and end user support as a single, accountable point of contact for the ANTHC workforce, driving fast, high-quality resolution and a consistent, positive support experience.
• Own statewide field and site support, ensuring that users at ANTHC facilities and remote sites receive reliable, timely, and equitable technology support regardless of location.
• Own the desktop and end user computing environment, including standard builds, device lifecycle and replacement, and hardware and software inventory.
• Own the enterprise business application portfolio, including collaboration, service management, customer relationship management, and audiovisual platforms, ensuring they are well supported, adopted, and continuously improved.
• Establish and own Service Level Goals (SLGs) and the service performance metrics that matter to users, holding the organization accountable to them and reporting on them transparently.
• Drive continual service improvement, using data, user feedback, and trend analysis to eliminate recurring problems and raise service quality over time.
• Own the customer experience, adoption, and change enablement function, partnering with business and clinical stakeholders so that new technologies are adopted successfully and the workforce experience of technology steadily improves.
• Lead business application rationalization and lifecycle management, ensuring the business application portfolio remains current, supported, and cost-effective.
• Own budget planning and financial stewardship for the service delivery and business application portfolio, including oversight of vendor and service agreements in coordination with contracting.
• Build and maintain strong, collaborative relationships across ANTHC and its Tribal health organization partners, treating the workforce and partners as customers whose experience is the measure of the service organization.
• Performs other duties as assigned.

• Deep knowledge of IT service management and service desk operations, including incident, problem, change, request, and knowledge management.
• Strong understanding of end user computing, desktop, and field support in a distributed, multi-site environment.
• Knowledge of enterprise business application platforms, including collaboration, service management, and customer relationship management tools.
• Strong customer service and customer experience orientation, with the ability to design and improve service experiences rather than only resolve tickets.
• Ability to define, measure, and act on service…