Director Technology Solutions Partners Support Services

Director Technology Solutions Partners Support Services

Peace Health is seeking a Hybrid Director Technology Solutions Partners Support Services for a Full Time, 1.00 FTE, Day position. The salary range for this job opening at Peace Health is $67.74 – $101.60. The hiring rate is dependent upon several factors, including but not limited to education, training, work experience, terms of any applicable collective bargaining agreement, seniority, etc.

Job Summary

Sets the enterprise vision and operating model for how caregivers experience technology across Peace Health. This role is accountable for experience outcomes (e.g., XLAs), service management maturity, and the digital workplace strategy that enables safe, efficient, and compassionate care delivery. Partnering with clinical, operational, and technology leaders (e.g., CNIO/CMIO/CISO, Infrastructure, Applications, HR, Supply Chain), the director shapes and governs a system wide service delivery model spanning ITSM/ESM, Service Desk and Field Services, enterprise monitoring/observability, end user platforms, collaboration/communication tools, and modern workplace capabilities.

Advances enterprise priorities through a multi year roadmap, data driven investment decisions, and strategic vendor and sourcing strategies—balancing cost, risk, and caregiver experience. Ensures readiness for audits and regulatory requirements (HIPAA, CMS, Joint Commission), drives continuous improvement and automation at scale, and translates business and clinical objectives into measurable technology outcomes that improve caregiver productivity, operational reliability, and patient experience.

Essential Functions

• Directs the end to end digital caregiver experience strategy; defines Experience Level Agreements (XLAs) and aligns them with clinical and operational outcomes (e.g., time to chart, bedside mobility, patient throughput).
• Establishes governance for enterprise service delivery—standards, decision rights, and operating norms that ensure consistency across all facilities and care settings.
• Aligns service delivery goals with enterprise OKRs and digital transformation priorities (clinical excellence, access, affordability, safety, equity).
• Evolves ITSM into Enterprise Service Management (ESM) to streamline service across IT and shared services (HR, Facilities, Supply Chain), improving request fulfillment and cycle time. Sponsors process excellence across incident, request, problem, change, configuration, knowledge, and asset—with automation, self service, and shift left at the core
• Sets the multi year digital workplace roadmap: endpoint strategy (Windows/macOS/iOS/Android/VDI), modern device management, collaboration suites, secure mobility, printing, peripherals, and clinical communications. Standardizes and rationalizes the end user technology portfolio to improve reliability, simplify support, and reduce total cost of ownership.
• Directs the enterprise monitoring and observability strategy (in partnership with Infrastructure and Apps) to provide real time service health, proactive detection, and business impact views.
• Introduces SRE aligned practices (error budgets, resilience patterns, post incident reviews) to improve Mean Time to Detect/Restore (MTTD/MTTR) and reduce repeat incidents.
• Drives adoption of AIOps, virtual agents, and intelligent routing to reduce contact volume, accelerate resolution, and improve caregiver satisfaction. Integrates observability with ITSM for closed loop automation and faster recovery.
• Scales self service capabilities (catalog, knowledge, device health insights) to increase first contact resolution and enable 24x7 support without proportional cost growth. Measures automation benefits (hours returned to caregivers, reduced downtime) and reinvests savings into transformation priorities.
• Partners with the CISO to embed endpoint security, identity, and zero trust principles into service delivery operations (patch compliance, privileged access, device posture). Ensures audit ready processes for software deployment, changes, device lifecycle, and access, aligned with HIPAA, CMS, and Joint Commission standards.
• Leads service continuity readiness…