Senior Director, IT Operations, Delivery & End User Services

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🔥 il y a 4 heures

🌲 North Carolina – Distant

🌲 North Carolina – Remote

⏰ Temps Plein

🟠 Senior

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Lumexa Imaging

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2018

🏥 Santé

🤝 B2B

Healthcare • B2B

Lumexa Imaging est une entreprise nationale spécialisée dans l'imagerie diagnostique ambulatoire, construisant des partenariats avec les systèmes de santé pour élargir l'accès à l'imagerie médicale avancée. Elle exploite plus de 185 centres d'imagerie ambulatoire dans 13 États (y compris plus de 85 centres gérés en coentreprises avec des systèmes de santé), offre une programmation centralisée, des interprétations de radiologues superspécialisés (y compris la téléradiologie grâce à son offre Connexia) et utilise l'IA ainsi que des équipements de pointe pour améliorer la qualité clinique et l'efficacité opérationnelle. Lumexa se concentre sur l'expérience patient, les soins ambulatoires pratiques qui peuvent être moins coûteux que les départements ambulatoires des hôpitaux, et les coentreprises collaboratives avec les systèmes de santé.

Description

• Lead day-to-day and strategic IT operations, focusing on service reliability, performance, and operational efficiency • Establish and monitor KPIs, SLAs, and OLAs to ensure consistent service quality • Drive process optimization, automation, proactive monitoring, and continuous service improvement • Oversee incident response, escalation management, service restoration, and major incident coordination • Lead ITSM processes covering incident, problem, change, release, and configuration management • Develop and execute global service desk strategies across phone, chat, portal, and virtual-agent channels • Lead employee-facing end-user services, including deskside support, endpoint services, workplace technologies, and digital workplace initiatives • Oversee identity lifecycle management, authentication, authorization, SSO, MFA, federation, RBAC, PAM, and access governance strategy • Manage strategic vendors, managed service providers, service reviews, contracts, and third-party value realization • Partner with cybersecurity, risk, and compliance teams on secure operations, audits, and remediation • Manage operational budgets, cost optimization, business cases, investments, and resource allocation • Lead and develop managers and teams across IT operations, service delivery, service desk, end-user services, major incident management, and identity management • Report to the Vice President, IT Operations and Delivery

🎯 Exigences

• Bachelor's degree in Information Technology, Computer Science, or related field • 5+ years of progressive IT leadership experience • Experience leading IT operations, service delivery, service desk, end-user services, or identity management • Proven experience managing large-scale IT service organizations and operational teams • Experience leading major incident management, service transformation, operational improvement, and IAM modernization initiatives • Strong understanding of ITSM frameworks and ITIL best practices • Experience with service management platforms, incident management systems, and workplace technology solutions • Knowledge of automation, self-service technologies, analytics, digital employee experience platforms, and AIOps tools • Understanding of service performance monitoring and operational reporting • Knowledge of Microsoft Entra ID (Azure AD), Active Directory, SSO, MFA, PAM, identity governance, and access certification processes • Familiarity with Zero Trust security principles and access governance frameworks • Strong communication and stakeholder management skills • Ability to influence senior leaders and drive cross-functional collaboration • Experience leading distributed teams and managing organizational change • Strong operational and financial management capabilities • Ability to lead teams through high-pressure incident situations

🏖️ Avantages

• Continuous improvement and professional growth opportunities • Employee engagement and leadership development support • Exposure to strategic technology initiatives and cross-functional collaboration