Senior Director Service Management & Solutions Delivery

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.

Emp Status Regular Full time Work Shift Variable (United States of America) Compensation Range The base pay scale for this position is $ - $. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation.

The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.

Develop and staff a new an 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.

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.

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.

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.

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.

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.

Assist in the preparation and management of annual operational and capital budgets for service delivery programs, including…