Senior Director Service Management & Solutions Delivery

Join Us At Hospital For Special Surgery

How you move is why we're here. Now more than ever.

Get back to what you need and love to do. The possibilities are endless... Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success. If this describes you then let's talk! HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report.

As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Key Responsibilities

• Develop and staff a new Incident Response program to ensure 24/7 coverage for any Major IT incidents that arise to ensure operational readiness across the enterprise.
• Be available to lead and participate in discussions related to Major Incidents 24/7 to ensure operational readiness across the enterprise.
• Manage the Service Desk.

Disaster Recovery Program Development & Leadership

• Develop a new Disaster Recovery program. This critical program will support 24/7 IT operational readiness across the enterprise: ensuring our ability to care for patients during an IT outage.
• This new Disaster Recovery program will include hiring a team to create/implement all Disaster Recovery tools, solutions and documentation required to support Business Continuity.

Customer Satisfaction Program

• Create and implement a new Customer Satisfaction program to ensure that IT services meet the needs of the organization. This includes developing a Customer Satisfaction strategy and measuring success using quantitative and qualitative data.

Operational Excellence & Service Delivery

• Establish and monitor operational metrics and key performance indicators (KPIs) to drive continuous process optimization and ensure service-level compliance across the enterprise.
• Ensure system security, scalability, governance, and compliance with organizational policies and regulatory requirements.
• Champion digital operations excellence, driving continuous improvement of digital services incorporating stakeholder feedback.
• Align digital service delivery with business objectives, consistently delivering on commitments and fostering a culture of innovation and execution.

Team Leadership & Talent Development

• Recruit, hire, develop, and lead a high-performing team across the Disaster Recovery, and Incident Management functions.
• Conduct annual performance evaluations, set goals, and foster professional growth and a culture of accountability, innovation, and continuous learning.
• Develop managers, technical leads, and analysts; build team capabilities in disaster recovery, incident command, service management, and customer experience practices.

Stakeholder & Vendor Management

• Serve as a trusted technology advisor and partner to business and clinical stakeholders, translating operational needs into clear, achievable service delivery plans.
• Manage relationships with technology vendors and service providers, including contract negotiations, Statements of Work (SOWs), and performance oversight during recovery events and service engagements.
• Provide regular status updates and briefings to IT leadership, governance committees, and executive sponsors with transparency on program progress, risks, and outcomes.
• Champion customer needs by ensuring technology is used strategically to support and drive business goals.

Financial Management

• Assist in the preparation and management of annual operational and capital budgets for service delivery programs, including Disaster Recovery, Major Incident, and Customer Satisfaction initiatives.
• Monitor expenditures, support cost-effectiveness analysis, and ensure investments deliver measurable ROI.
• Identify and implement cost-saving initiatives…