Methodology & ITSM Director

Information Systems Worcester, Massachusetts


Position at UMass Memorial Health

Everyone Is a Caregiver.

At UMass Memorial Health Care, Everyone is a Caregiver regardless of title. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health care system of Central and Western Massachusetts, and a place where we can help you build the career you deserve. We are more than 14,000 employees, working together as one health care system. And everyone, in their own unique way, plays an important part, everyday.

Requisition # 223256
Title: Methodology & ITSM Director
Department: Information Systems 
Location: UMass Memorial Medical Center, 100 Front Street, Worcester, MA.
Position Summary:
Provides the management vision to ensure UMass Memorial Health Care (UMMHC) achieves the goals of the Information Services (IS) project and services quality and execution entrusted to the IS Shared Service team.
Builds collaborative relationships at all levels in the UMMHC organization, partnering with clinical and administrative leadership, as well as all roles within IS. Effective partnership and teamwork with internal and external IS partners and all other IS service teams is a key success factor. Evaluates current approaches and drives improvements to the future state, using best practices including ITIL, PMI, Lean, Lean Six Sigma, Scrum and other frameworks. Additionally, develops a roadmap for continual improvement, evolving the methodology to create efficiencies and automating processes using the ServiceNow platform that supports the methodology.
Major Responsibilities:

  • Helps maintain the Methodology and works with the ServiceNow team to automate processes where feasible for the enterprise-wide IS organization.
  • Develops and sustains effective trusted relationships and partnerships with key stakeholders in order to provide relevant insights, expertise and advice on project and service standards.
  • Creates and reports on metrics showing organizational efficiencies. Works with process owners to develop the maturity and maintenance of all IS methodologies. Directs the best practice development and maintenance of IS Methodologies.
  • Creates standard reporting systems and processes that can be used by Information Services to report progress against (KPIs) Key Performance Indicators, (KBIs) Key Behavior Indicators, and other metrics.
  • Measures and ensures adherence to all Methodology processes and procedures. Developing a PDSA cycle to improve adherence and measure the efficiencies the process creates
Position Qualifications:

Required: Bachelor’s Degree in business, computer information systems, management information systems computer science or related field.

Master’s Degree.

  • Minimum 10 years of experience in an IT leadership role with specific emphasis and deep working knowledge of methodologies, including ITIL, PMI, Agile Scrum, Lean, and Lean Six Sigma.
  • Hands on use of PMI, ITIL, Lean, Lean Six Sigma, and Agile Scrum.
  • Demonstrated experience in developing Service Management Offices and Project and Portfolio Offices, particularly for Information Technology organizations.
  • Hands on/working experience and knowledge of best practice organizations leveraging ITSM tools such as ServiceNow or other IT Service Management and PPM platforms.
  • Ability to lead and manage under conditions of ambiguity and uncertainty. Proven organizational skills in working across organizational boundaries and reporting lines - ability to work in a matrix environment as required.
  • Demonstrated discipline, analytical skills, problem-solving abilities and attention to detail.
  • Demonstrated ability to understand and prioritize IT projects according to business benefit.
  • Strong verbal and written communication skills with ability to effectively communicate with peers and executive leadership.
  • Strong leadership and management skills that align with the UMMHC culture. Specific skills include facilitating change, driving operational excellence, and striving for continuous improvement.
Preferred: PMI, ITIL, Lean, Lean Six Sigma, Agile Scrum certification(s) strongly desired.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Standards of Respect: