System Director-Infrastructure Services - HS IS Admin Corporate

Summary

Baptist is looking for a System Director of Technology Infrastructure to lead our IT engineering and support teams.

They will have experience in modern SaaS/cloud-based infrastructures as well as traditional architecture, having scaled, led, and secured an ecosystem of applications and technologies with proactive strategies and roadmaps. They have a strategic mind and operate as a senior leader that influences the business and company strategy.

The successful candidate must be comfortable with large-scale change, passionate about technology, love to learn, and create world-class customer experiences. This is a great opportunity to grow and contribute to a world-class team.

• Implement the mission and vision of the IT organization and the CIDO to foster a customer-centric culture driven by continual service improvement techniques.
• Serve as a trusted advisor, building and maintaining relationships with other technical leaders and business executives to understand business needs and ensure efficient delivery of IT services.
• Own IT/Infrastructure Operations, performance and availability targets, and maintain regular renewal and replacement of infrastructure components comprising the overall technology stack.
• Collaboratively work with the CTO to develop a multi-year roadmap and key performance indicators that anticipate emerging needs.
• Own the Infrastructure team people strategy, forecast future skills and training needed, and develop an IT workforce with the appropriate mix of business knowledge, technical skills, and competencies that balance agility with reliability.
• Foster a culture of trusted partnership, service, and continuous improvement.
• Build a deep bench of leadership and technical talent to deliver results, support future growth, and mentor the team to their full potential.
• Manage, maintain, and enhance core infrastructure services to maximize success of business and IT initiatives.
• Oversee daily operations of datacenter, network, security, client system engineering, voice, and platform technologies across a multi-state 22-hospital health system with over 18,000 employees.
• Work with the CTO, infrastructure leadership, and architect teams to propose and evaluate innovative infrastructure and IT capabilities that enhance support and create business value.
• Develop a roadmap for infrastructure core services aligned with IT vision, oversee project planning, budget approvals, and leadership to achieve success.
• Deliver IT infrastructure projects on time, adding value and reducing operational risk.
• Build successful relationships within Baptist Technology Services and business areas to communicate core services and gather feedback, ensuring delivery meets or exceeds customer expectations.
• Proactively research and recommend actions to prevent problems and maintain high service levels for users.
• Establish metrics, KPIs, and SLAs to drive IT service delivery performance and operational excellence.
• Manage strategic partners and deliver core infrastructure services, maintaining good vendor relationships.
• Identify current and future skill gaps, support training, and recruit necessary resources to maintain service levels.
• Assist in building the annualized budget for infrastructure core services, ensuring accurate estimates, budget forecasting, and cost management.
• Introduce innovative infrastructure and operational capabilities that enhance competitiveness and employee productivity.
• Develop and support the Business Partner function, including regional Business Relationship Managers partnering with executive leadership teams.
• Participate in senior leadership team, service portfolio governance, and prioritize resources, including budget.
• Leverage influencing and negotiation skills across BTS and the enterprise for cost-effective and innovative shared solutions.

• 15+ years of relevant technical experience, including 8+ years in a leadership role.
• Solid background in cloud environments and building cloud-native platforms (e.g., AWS, Azure).
• Healthcare experience preferred but not required.
• Track record of leading IT transformational initiatives in sophisticated environments.
• Success in using IT service management practices (e.g., ITIL) and agile philosophies (e.g., Dev Ops).
• Ability to adapt to a fast-moving technology landscape.
• Track record of building and managing large and diverse teams with effective processes and infrastructure to drive growth.
• Ability to formulate high-level strategy, convert to tactical plans, and execute.
• Hands-on operating style with a view toward the future and investment in people development.
• Extensive experience managing operational customer service teams.
• Strong strategic and customer focus with understanding of wider market issues.
• Proven management and relationship management experience at a senior, strategic level; record of exceeding targets and SLAs in a quality-led, compliant environment.
• Experience operating call centers or support centers a plus.
• Competent in…