ZipRecruiter
Director of IT Service Delivery & Infrastructure Strategy
ZipRecruiter, Florida, New York, United States
Overview
The Director of IT Service Delivery & Infrastructure Strategy leads the planning, execution, and continuous improvement of enterprise-wide IT infrastructure, support services and networking demands. This role is responsible for ensuring scalable, secure, and resilient technology environments meeting stakeholder needs and ultimately supporting positive outcomes for our patients. This leadership role drives Network/Infrastructure strategic initiatives with a focus on operational excellence, optimizes service delivery processes, and fosters a customer-centric team delivery culture. The Director will partner across the organization to enhance service experiences, modernize delivery systems and practices, and elevate team capabilities through structured development and specific performance measures. Essential Functions
Strategic Leadership (30%) Develop and lead the IT infrastructure and networking service delivery strategy aligned with organizational goals and clinical priorities. Establish and execute a measurable vision for continuous improvement across people, processes, and platforms. Lead organizational efforts in IT operational maturity, adopting best practices measured by standard shared service management (e.g. Agile), and process automation. Proactively evaluate applicable emerging technologies and innovations that can enhance service experience, efficiency, and system dependability. Foster a culture of collaboration, transparency, and data-informed decision-making across IT and business units. Create opportunities to succeed as a technology contributor within networking and infrastructure services. Operational Execution (70%) Oversee day-to-day delivery of IT support, networking, systems operations, and infrastructure performance. Modify and define service-level agreements (SLAs), key performance indicators (KPIs), and incident/problem escalation protocols. Revise and author standard operating procedures (SOPs) to ensure high-quality, consistent service and rapid issue resolution. Ensure the IT support team delivers best-in-class customer service, timely response, and proactive issue prevention. Collaborate with key internal customers to understand executable service level expectations and areas for improvement. Lead pre- and post-incident reviews including trend analyses to reduce recurring issues and increase system reliability. Develop and manage the costs related to IT infrastructure, networking and support budgets; prioritize investments that maximize value and mitigate risks. Ensure compliance with HIPAA, security, and all applicable regulatory and safety requirements. Responsible for Business Continuity and Disaster Recovery solutions and testing. Performs other duties as assigned. HIPAA/PHI Security Level: Medium Indicates the security access level of Protected Health Information (PHI) as necessary to perform essential responsibilities (access, utilize, disclose, store, and/or dispose of PHI). Low – general data access (summary type data). Medium – data specific to an individual’s demographics and service information. High – detailed and sensitive PHI including medical history and treatment details. Supervisory Responsibilities: (Scope of authority and list of positions reporting to this role) Desktop Support Technician Business Applications Support Specialist Telecommunications Support Specialist Network Engineering Administrator Senior Network Engineers Essential Qualifications (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) Education/Licensure/Certification:
Bachelor’s degree in Computer Science, Information Technology, or a related field required. ITIL or relevant infrastructure/service management certifications. Required Knowledge:
Technical knowledge supporting a production network environment; hands-on experience with network equipment (routers, switches, cabling, etc.). Working knowledge of storage systems (SAN, virtualization, data replication, disaster recovery planning). Knowledge of Cisco and data communications, security technologies, firewalls, Windows/Intel, Exchange Email Services, IIS, web hosting environments. Proficiency with Microsoft products (Outlook, Office), Google Workspace, and Call Center hardware/software. Experience Required:
Minimum of 5 years in IT leadership roles, including infrastructure and end-user support management. Experience in a healthcare environment is strongly preferred. Demonstrated success leading cross-functional teams and delivering measurable improvements in IT service performance. Prior experience implementing or modernizing service management tools, monitoring platforms, or automation. Skill and Ability:
Strategic thinking with the ability to translate vision into action; strong operational discipline and accountability for performance outcomes; excellent communication and interpersonal skills; proven change leadership with team building, coaching, and upskilling; solid technical knowledge of enterprise networks, cloud infrastructure, storage, cybersecurity, and support tools. Core Competencies: Strategic Execution & Planning Operational Excellence & Process Optimization Leadership & Team Development Customer-Centric Mindset Technology & Infrastructure Expertise Relationship Management Data-Driven Decision Making Risk and Compliance Awareness Time Management Job or State Requirements Bachelor's Degree in Computer Science or related field. Azure, Google Cloud, Cloud, and VPN experience required.
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The Director of IT Service Delivery & Infrastructure Strategy leads the planning, execution, and continuous improvement of enterprise-wide IT infrastructure, support services and networking demands. This role is responsible for ensuring scalable, secure, and resilient technology environments meeting stakeholder needs and ultimately supporting positive outcomes for our patients. This leadership role drives Network/Infrastructure strategic initiatives with a focus on operational excellence, optimizes service delivery processes, and fosters a customer-centric team delivery culture. The Director will partner across the organization to enhance service experiences, modernize delivery systems and practices, and elevate team capabilities through structured development and specific performance measures. Essential Functions
Strategic Leadership (30%) Develop and lead the IT infrastructure and networking service delivery strategy aligned with organizational goals and clinical priorities. Establish and execute a measurable vision for continuous improvement across people, processes, and platforms. Lead organizational efforts in IT operational maturity, adopting best practices measured by standard shared service management (e.g. Agile), and process automation. Proactively evaluate applicable emerging technologies and innovations that can enhance service experience, efficiency, and system dependability. Foster a culture of collaboration, transparency, and data-informed decision-making across IT and business units. Create opportunities to succeed as a technology contributor within networking and infrastructure services. Operational Execution (70%) Oversee day-to-day delivery of IT support, networking, systems operations, and infrastructure performance. Modify and define service-level agreements (SLAs), key performance indicators (KPIs), and incident/problem escalation protocols. Revise and author standard operating procedures (SOPs) to ensure high-quality, consistent service and rapid issue resolution. Ensure the IT support team delivers best-in-class customer service, timely response, and proactive issue prevention. Collaborate with key internal customers to understand executable service level expectations and areas for improvement. Lead pre- and post-incident reviews including trend analyses to reduce recurring issues and increase system reliability. Develop and manage the costs related to IT infrastructure, networking and support budgets; prioritize investments that maximize value and mitigate risks. Ensure compliance with HIPAA, security, and all applicable regulatory and safety requirements. Responsible for Business Continuity and Disaster Recovery solutions and testing. Performs other duties as assigned. HIPAA/PHI Security Level: Medium Indicates the security access level of Protected Health Information (PHI) as necessary to perform essential responsibilities (access, utilize, disclose, store, and/or dispose of PHI). Low – general data access (summary type data). Medium – data specific to an individual’s demographics and service information. High – detailed and sensitive PHI including medical history and treatment details. Supervisory Responsibilities: (Scope of authority and list of positions reporting to this role) Desktop Support Technician Business Applications Support Specialist Telecommunications Support Specialist Network Engineering Administrator Senior Network Engineers Essential Qualifications (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) Education/Licensure/Certification:
Bachelor’s degree in Computer Science, Information Technology, or a related field required. ITIL or relevant infrastructure/service management certifications. Required Knowledge:
Technical knowledge supporting a production network environment; hands-on experience with network equipment (routers, switches, cabling, etc.). Working knowledge of storage systems (SAN, virtualization, data replication, disaster recovery planning). Knowledge of Cisco and data communications, security technologies, firewalls, Windows/Intel, Exchange Email Services, IIS, web hosting environments. Proficiency with Microsoft products (Outlook, Office), Google Workspace, and Call Center hardware/software. Experience Required:
Minimum of 5 years in IT leadership roles, including infrastructure and end-user support management. Experience in a healthcare environment is strongly preferred. Demonstrated success leading cross-functional teams and delivering measurable improvements in IT service performance. Prior experience implementing or modernizing service management tools, monitoring platforms, or automation. Skill and Ability:
Strategic thinking with the ability to translate vision into action; strong operational discipline and accountability for performance outcomes; excellent communication and interpersonal skills; proven change leadership with team building, coaching, and upskilling; solid technical knowledge of enterprise networks, cloud infrastructure, storage, cybersecurity, and support tools. Core Competencies: Strategic Execution & Planning Operational Excellence & Process Optimization Leadership & Team Development Customer-Centric Mindset Technology & Infrastructure Expertise Relationship Management Data-Driven Decision Making Risk and Compliance Awareness Time Management Job or State Requirements Bachelor's Degree in Computer Science or related field. Azure, Google Cloud, Cloud, and VPN experience required.
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