Description

THE ROLE

The Associate Vice President for Service Engineering, Virtual Care and Digital Health, is is accountable to drive continuous service and engineering improvements across the Providence Saint Joseph Health technology services ecosystem with a specific focus on Virtual Care and Digital Health Infrastructure hosting services through three key areas:

Service Process Management: Working with IS Security, Infrastructure and application leaders across the IS organization, establish an ongoing process and strategy to identify and map all virtual care and digital health applications and associated services across the technology landscape to ensure a complete and accurate estate view, its respective end of support/end of life information and hosted service/app alignment is understood. This work will leverage existing efforts where they exist and through partnership build new strategies (technology and processes) as appropriate. As the service landscape is understood, focus will shift toward defining new or leading existing efforts to get the virtual care and digital health applications state current for security patching and tech debt and put governance and controls in place to keep the estate current moving forward. This will include driving the modernization of core hosting services, its underlying core processes and automation capabilities.

Service Engineering: In partnership with executive and operational leadership, as well as the IS Applications teams, drive improvement of IS service delivery across the PSJH estate. Using foundational analytics, identify service issues and work with technology owners to engineer issues out of the environment. Where appropriate develop automation, tools and implement new solutions to support service monitoring, service delivery and service restoration. This includes comprehensive BCDR and EBCM planning and execution for the key hosting services.

Service Modernization: Develop a strategic roadmap for the modernization of the virtual care and digital health applications services and hardware. Directly lead the service engineering and support teams for all virtual care and digital health applications and hardware including compute, storage, backup, databases. Partner with operational, security and application leaders inside and outside Information Services to understand technology needs and rapidly develop forward facing modern solutions to address gaps. Ensure ongoing alignment with technology teams in US and India.

The Associate Vice President for Service Engineering will lead a team of managers, engineers, developers, support analysts, and other associated technical roles in support of the goals identified above. The AVP is part of the Technology Engineering and Operations (TEO) pillar within Information Services, and will also serve as a technical advisor to the leaders across this function who are focused on virtual care and digital health applications and hardware owner experience to help drive technology strategies forward. The AVP will have a key role to shape the health, skills and roles of the organization to align with modern thinking, practices, IC and manager competencies and engineering skillset.

ESSENTIAL FUNCTIONS

• Manage reliable, available and performant 24x7 on-prem hosting services for all IS teams. This includes effectively managing engineering teams in US and India, on-call rotations, timely service restoration in case of major incidents, security patching, life cycle management and any move/migration across sites to meet project needs.
• Develop a strategic roadmap for the modernization of virtual care and digital health applications and hardware. Directly lead the engineering and support teams to deliver against the existing or develop forward looking service transformation roadmaps with clear committed timelines and outcomes. Partner with security, operational and application leaders across Information Services to understand technology needs and rapidly develop forward facing modern solutions to address gaps. Ensure ongoing support and compliance for application ecosystem.
• Identifies and develops custom solutions, in alignment with PSJH IS strategy, to address gaps and opportunities between enterprise IS strategy and business partners strategic roadmap.
• Serve as the executive leader for a team of senior leaders, analysts, engineers, and other roles required to support execution of strategic road maps. Invest in building a stronger engineering workforce for the future.
• The AVP shall perform all duties in a manner that promotes PSJH mission, values, and philosophy. In all aspects, the incumbent serves as a role model for the values and mission of the organization.
• Serve as a technical advisor to the leaders across this functional to help drive technology strategies forward.
• Effectively manages all key external suppliers and OEMs respective to the on-prem hosting services. Negotiate terms and contracts that support Providence needs. Create clear technology choices that aligns with Providence's simplification strategy to avoid the sprawl and/or single points of failures.
• Maintains an effective rhythm of the business to cover all operational, financial, compliance, talent and project related aspects of the virtual care and digital health applications services and hardware.

QUALIFICATIONS

• Bachelor's Degree in Technology, Management, Healthcare, or related field.
• Master's Degree in Technology, Management, Healthcare, or related field; or equivalent educ/experience
• 10 or more years in senior technology leadership experience including experience related to Service Engineering and/or software engineering and development
• 10 or more years of experience leading engineering teams to operate 24x7 Infrastructure services and the execution of strategic plans/roadmaps to drive service improvements
• 5 years of experience working in a leadership role that required collaborating across multiple technology and/or business functions to achieve business outcomes
• 5 years of experience working in a technology leadership role that had involvement in technology engineering and/or engineering operations
• 3 years of experience managing hosting services at the enterprise scale in cloud and delivering services via automation (including Infrastructure as code - IAC)
• Deep understanding of Infrastructure technologies such as SAN, NAS, Virtualization, VMWare, Windows, Linux/Unix, ServiceNow, Qualys, SCCM, SCOM, Azure, IP and Fiber Networking
• Demonstrated engineering skills for core hosting services like Compute, Storage, Backup, Datacenters, Databases etc.
• SAN, NAS, Virtualization, VMWare, Windows Server, Linux/Unix, ServiceNow, CMDB management, Qualys, SCCM, SCOM, Azure, IP and Fiber Networking, Datacenter Services
• Ability to analyze information, evaluate results to choose the best solution and solve problems
• Ability to analyze information gathered by investigation, and report findings and recommendations
• Demonstrated problem solving skills
• Demonstrated analytical skills and data-driven approach
• Effective written communication skills as appropriate for the needs of the audience
• Ability to develop and deliver effective presentations; live, via online or virtual mediums
• Ability to build strong customer relationships
• Excellent collaboration and team building skills
• Ability to effectively build relationships with customers, executive management, and other stakeholders through positive interaction and problem identification and resolution
• Broad knowledge and understanding of the trends and changes taking place in healthcare
• Understanding of local integrated delivery systems of a large, multi-site health system
• Ability to represent the company with external customers/clients
• Demonstrates excellent judgment and decision making skills
• Demonstrated ability to define, develop, and analyze performance measures and metrics
• Demonstrated project management skills
• Demonstrated planning and project oversight/management skills
• Demonstrated skills in project plan design and implementation; directing projects, coordinating the work of operational teams, and managing project budgets
• Effectively manages to project deadlines and escalates issues as appropriate
• Ability to analyze information, evaluate results to choose the best solution and solve problems
• Direct knowledge of modern data analytics such as PowerBI to manage business and service needs
• Knowledge of financial principles and practices and the ability to apply them effectively.

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

Requsition ID: 169595

Company: Providence Jobs

Job Category: Operations & Support

Job Function: Information Technology

Job Schedule: Full time

Job Shift: Day

Career Track: Leadership

Department: 4007 SS TELE PROG ADM 2

Address: WA Renton 2001 Lind Ave SW

Pay Range: $86.19 - $155.74

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.