Director of Technology Full-time Job

We are seeking a highly qualified executive with substantial experience in designing, managing, and continuously improving technical teams, policies, and processes to ensure the stability of our enterprise technologies while delivering exceptional service to our clients. The ideal candidate should have a solid knowledge of network design, configuration, operations, and administration with strong leadership skills. Strategic thinking and strong business acumen are essential in this role. We expect you to be well-versed in current technological trends and familiar with various business concepts.

The Director of Technology will be responsible for the following duties and responsibilities:

Duties & Responsibilities:

• Strategy
• Identify, define, and continuously improve new and existing policies, standards, and framework for ITSM and ITIL governance. Implement and maintain a process governance structure aligned to global standards that meets business needs while balancing compliance with risk and cost.
• Own continual improvement and ongoing process maturity through regular reviews of the business needs, process, tools, trend analysis, metrics reporting, and regular engagement with stakeholders for all aspects of Technical Team Management & Client Support Services
• Work with business stakeholders and technology partners to analyze current state and design / prioritize updates and improvements for: Service Management (Service Catalog, Request management, SLAs, Governance, Reporting, Case Management, Knowledge Management, Incident (SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge management), Asset, Change Management (CMDB, Service dependencies, IT comms), etc.
• Work with product owners, stakeholders, and the technical team to prioritize and plan improvements to our tools while balancing technical enhancements, tech stack management, automation opportunities, and new feature development.
• Design and build a robust Problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through.
• Define and implement a strategy to drive the adoption and continuously improve compliance with all service management policies, standards, and framework
• Escalation point for issues and client relationship management.
• Develop KPIs, metrics, and reporting to communicate status of customer issues, overall systems health, stability, compliance, service levels etc. for internal stakeholders and executives.
• Supervisory duties for IT Service Management & Client Services Team Leaders (ITSM, ITIL,  Knowledge Management, Support/Help Desk Services). Includes Technical Leadership/guidance, assigning and reviewing work regularly, setting and adjusting priorities, and evaluating work performance.
• Act as a liaison between internal teams and bridge gap to a measured outcome
• Coordinate and manage escalations between teams and departments.
• Ensure that business concerns or issues are addressed in accordance with organizational policy.
• Facilitate proactive maintenance scheduling and support dispatch needs.
• Provide leadership to the team for individual development and team rapport with the goal of maximizing performance and client experience.
• Contribute to developing formal policies, procedures, and expectations to ensure consistency, repeatability, and sustained productivity.
• Support the development of support runbooks and provide training and guidance to the team.
• Successfully and effectively perform incident management.  Ensuring that they are managed and communicated, securing that all engaged parties perform up to high standards.
• Develop technical aspects of the company’s strategy to ensure alignment with its business goals.
• Ensure all software and services related to Intellectual Property are valuable and securely safeguarded in cooperation with the management.
• Monitor KPIs and IT budgets to assess technological performance.
• Identify and assign unallocated Problem Ticket, e.g. ‘gray space’ to appropriate resources
• Provides guidance and assistance to ensure a globally consistent approach to operational processes.
• Provides consistent communications in scope of the process and services; Provides high quality reports and communications.
• Ensures that customer’s business interests are maintained over and above standards.
• Owns the Problem Management processes and delivery.
• Pro-actively Identify operational issues and drive root cause analysis working directly with the client.
• Drive critical infrastructure initiatives in partnership with business stakeholders and across technical teams.
• See projects from inception to the hands of the customer ensuring effective communication and timely, high-quality delivery.
• Drive all aspects of project management (planning incorporating dependencies, key milestones and deliverables, data gathering, analysis, communication, risk management and mitigation, status tracking and reporting, implementation, monitoring, execution, and delivery of the initiative/project.
• Influence and collaborate across teams including engineering, product to effectively build commitment with implementation teams, negotiate competing requirements, ensure alignment, project progress, and improve processes.
• Communicate project plans and risks and issues to stakeholders.
• Ensures that stakeholder resources are appropriately identified and coached.
• Ability to adapt to changing situations throughout the lifecycle of an issue or investigation.
• Ensure compliance with SOC, PCI and other technical standards.
• Create and optimize processes for user support, ensuring top-tier, responsive helpdesk support for day-to-day IT needs.
• Technical
• Deliver exceptional customer service to clients, ensuring efficient and successful resolution to the technical issues, and by managing all support resources based on Service Level Agreements (SLAs), client need, and internal processes
• Provide day to day management and oversee the technical teams.
• Oversee ticket queues and SLA's to ensure appropriately addressing of issues
• Ensure all resources are managing and updating work tickets appropriately, including time entry and end-user communications.
• Develop and take responsibility for the Technology roadmap.
• Maintain up-to-date knowledge of the industry’s needs, expectations, and trends.
• Ensures that incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management
• Provides technical & non-technical escalation and support Root Cause Analysis Teams

Required Skills:

• B.A. or B.S. in Computer Science or similar field, related work experience
• 10+ years of hands-on technical experience combined with strong management and communication skills.
• Previous experience as a CTO, VP, director, or similar leadership role
• Prior experience as a senior engineering leader overseeing architecture and engineering for enterprise-wide technology platforms and leading technology platforms.
• Experience leading complex, major changes and initiatives; demonstrated skills in change management on an organizational and interpersonal level; experience with integrating teams across multiple business units and managing a geographically dispersed workforce.
• High energy, a drive for results and big picture thinking that will inspire a team of A players.
• Demonstrated ability to implement mature ITSM, ITIL, PMP practices in a fast-growing organization.
• Technical understanding of Infrastructure and application components with a good understanding of Technology
• Experience in managing large global technical teams.
• Excellent communication, leadership, and strategic thinking abilities with a problem-solving aptitude
• Strong communication with ability to convey technical topics in easy-to-understand business terms and work collaboratively with cross-functional teams.
• Flexibility in work schedule, off-hours for project implementation, major incidents, and on call rotational support (24x7)
• Ability to analyze data to develop performance conclusions and opportunities for improvement.
• Strong analytical, project management and technical problem-solving skills.
• Strong department leader with skills in strategic planning, goal setting, processes development, budgeting, and creating opportunities for professional development within technology teams
• Solid understanding of broad technology trends and the ability to align innovation with business goals.
• Strategic smarts, including the ability to identify new opportunities, drive clarity, create focus, and make tough decisions in complex and dynamic contexts.
• Ability to track and identify new technologies to solve complex business issues

Qualifications:

• Education:
• Bachelor's degree in Computer Science, Engineering, or related fields.
• At least 25+ years of experience in a technical leadership role
• Relevant Industry Certifications.

Physicians EMR software and services have been purpose-built with all practices in mind, small or large. Our company was founded by people who believed in their desire to bring the best and most simple and user-friendly solution to health care industry. Company founding members include individuals who are associated with healthcare industry and IT industry for over 20+ years, and have an in-depth knowledge of medical profession and latest technology founded this company.