Director of Engineering at Franklin

Job Description

The Director of Engineering, Hosted and Managed Services will participate in a leadership role across all of the Hosted and Managed Services IT Service Management program across the organization. The program encompasses Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement as aligned with the IT industry leading best practice framework. The Director of Engineering impacts all HHI Hosted and Managed Services functional areas including applications, infrastructure, security, project management, human resources and finance. Critical to any successful ITSM program is governance and its relevant controls and tools for which this role is charged with helping to establish and operate.

Moreover, this role has direct, operational responsibility over service transition activities related to the firms infrastructure and hosted services. The main activities are to ensure the smooth ongoing operation and support of hosted products, and the successful technical deployment of existing and future products. The role is also responsible for fielding enhancement requests, and assisting with business case development for new services and hosted products. Other engineering duties include defining and adhering to system architecture, overseeing a small internal staff with underpinning third party vendor support, and identifying ways to exploit HealthTech’s full capabilities to the benefit of our customers.

The ideal candidate will be a seasoned leader who is always mindful of the impact changes have on people and organizations and is able to successfully engage internal and external clients at all grade levels, serving as a subject matter expert, change agent, and educator on all ITSM related matters. Areas of experience and expertise include IBM Power and iSeries servers, IBM and EMC Storage Area Networks, Cisco UCS, Open Systems, VMWare, and Cisco route switch. The candidate will need to engage disparate teams to execute highly technical projects culminating fully operationalized and profitable IT services.

Under the guidance of the VP Hosted and Managed Services, the Engineering Director will aid in defining Hosted and Managed Services strategy and a roadmap for process improvement; executing projects or programs initiated and in direct support of the Hosted and Managed Services strategy; and driving process transformation in a quantifiable way that helps to institutionalize the benefits. In-depth experience in IT client services, IT management and excellent communication skills are required to be successful in this role. Overall this role is charged to help realized operational excellence through ITSM competency.

Essential Responsibilities:

• Leads, directs and coordinates all ITSM project initiatives
• Assesses on-going/future customer requirements and operational needs
• Responsible for building and managing cross-functional teams
• Determines resource and skillset requirements for project team staffing and roles in order to achieve objectives
• Has oversight authority/responsibility for multiple projects
• Responsible for overseeing the implementation of multiple projects with large and multifaceted deliverables
• Establishes full project lifecycle plans for one or more projects, ranging in complexity, level of effort and costs
• Manages dependent and interdependent projects
• Responsible for all project/ service transition related documentation
• Provides business case justification with costing and customer needs assessments
• Allocates staff and budget, resources, as needed to achieve the objectives of one or more projects
• Manages RFP process with minimal oversight
• Manages third party vendors
• Develops, manages, and reports project financials independently
• Enforces program management financial guidelines for project budgets, etc.
• Establishes and oversees the compliance with program management methodologies practices and standards
• Oversees the escalation and resolution of project issues by interfacing with senior customers/clients and external groups for product development and support
• Manages communications and ensures that change readiness strategies are identified and implemented
• Initiates and drives project or strategy discussions with customers/clients and external groups to resolve issues
• Ensures all customer/client needs are met and/or issues are resolved or addressed - Understands customer/client business needs and recommends solutions
• Responsible for regular reporting to executive and senior management.
• Participates and communicates to senior University and/or client management on project scope, purpose and status.
• Determines, assesses, and mitigates potential risks related to resources, technology, and business issues in order meet project objectives.
• Responsible for the oversight and reporting of Risk and Audit (Internal/External) management.
• Provides a single point of contact for assigned projects for all aspects of project oversight and management.
• Sets team direction and goals, coaches and counsels assigned engineering staff to accomplish goals.
• Oversees team members performance.
• Identifies recruiting needs and contributes to "hire/fire" responsibility
• Oversees the tracking and prioritization of issues/ risks for multiple projects
• Responsible for identifying resolution or go forward assumptions for project issues/risks
• Responsible for escalation of scope containment and identification of resolution
• Manages inter-project resource demands as required
• Creates and/or oversees the creation of detailed task plans and assignment of tasks
• Plans and coordinates project schedules and makes project assignments for multiple projects

Job Requirements

Required Experience:

• Bachelor’s degree required. Master’s degree a plus.
• PMP required
• ITIL V3 Foundations a plus
• 10+ years related IT experience
• 5+ years IT management or IT consulting experience
• In-depth knowledge of IT service management practices
• Extensive experience implementing enterprise solutions in a data center environment

Country: USA, State: Tennessee, City: Franklin, Company: HealthTech.