Vice President, IT Operations and Service Delivery

Vice President, IT Operations and Service Delivery Job Description

Posted Tuesday, May 26, 2026 at 5:00 AM

Lumexa Imaging is one of the country's largest providers of outpatient medical imaging. With over 5,000 team members and more than 185 outpatient imaging centers across 13 states, our team conducts more than 4 million outpatient studies annually. We are the partner of choice for health systems and radiologists, delivering best-in-class clinical excellence, operations, and state-of-the-art technology across our platform.

The Vice President of IT Operations, Delivery, and End User Services is a senior technology leader responsible for ensuring the stability, efficiency, and quality of all IT services across the enterprise. This role oversees IT operations, service delivery, service desk strategy, escalation management, and end-user computing, driving operational excellence and delivering exceptional digital employee experiences.

The VP will lead cross-functional teams and partner with executive stakeholders to align IT service delivery with business strategy while ensuring high service reliability, rapid issue resolution, and superior user satisfaction.

• Lead enterprise-wide IT operations, focusing on service reliability, performance, and operational efficiency.
• Establish and monitor KPIs, SLAs, and OLAs to ensure consistent service quality.
• Drive operational excellence through process optimization, automation, and monitoring.
• Oversee incident response, escalation handling, and service restoration efforts.

• Own IT service management (ITSM) strategy, processes, and tools (e.g., ITIL framework).
• Oversee incident, problem, change, release, and configuration management practices.
• Ensure consistent, business-aligned delivery of IT services.
• Lead continuous service improvement and maturity initiatives.

• Define and execute enterprise service desk strategy aligned with digital workplace and employee experience goals.
• Oversee global service desk operations, including multi-channel support (phone, chat, portal, virtual agents).
• Drive adoption of tiered support models, shift-left strategies, and knowledge management practices.
• Implement automation, AI-driven support (virtual agents, AIOps), and self-service capabilities.
• Establish and monitor service desk KPIs (e.g., first contact resolution, mean time to resolve, customer satisfaction).
• Ensure consistent, high-quality user support experiences across all regions and business units.
• Define and institutionalize a clear enterprise escalation management framework, including severity definitions, escalation paths, and response protocols.
• Lead governance of high-severity incidents (Sev 1/Sev
  2), ensuring rapid mobilization, cross-functional coordination, and executive communication.
• Establish real-time escalation command structures (e.g., war rooms, incident command models) to drive swift resolution.
• Ensure proactive communication to stakeholders during major incidents, including executives and business leaders.
• Analyze escalation trends to identify systemic issues and drive problem management, root cause elimination, and service improvements.
• Implement tools and workflows that enable early detection, automated escalation triggers, and improved visibility of critical issues.
• Promote a culture of accountability, urgency, and transparency in incident and escalation handling.

• Oversee employee-facing IT services, including deskside support and workplace technologies.
• Deliver a seamless, high-quality end-user experience across all support channels.
• Lead digital workplace initiatives, including collaboration tools, endpoint experience, and mobility.
• Implement proactive and predictive support models using analytics and user experience insights.
• Manage strategic vendor relationships and outsourced service providers.
• Negotiate contracts and ensure vendor performance aligns with SLAs and business expectations.
• Drive value realization and cost optimization from third-party engagements.

• Partner with cybersecurity and risk teams…