Location

New York, New York

Shift:

Day (United States of America)

Description:

Senior Director, IT Operations

Department: Information Technology
Reports to: Vice President & Chief Technology Officer
 

Position Summary

The Senior Director of IT Operations is a strategic, transformative technology leader responsible for the operational excellence, reliability, and scalability of IT services across a large, complex academic medical center with more than 50,000 employees, multiple hospitals, and two premier medical schools.

This role oversees all enterprise IT Service Management (ITSM) processes, the IT Service Desk, and a 24x7 Network Operations Center (NOC) that proactively monitors infrastructure, applications, and connected devices to prevent service disruption and ensure continuity of critical clinical, academic, and research operations.

The Senior Director plays a pivotal role in modernizing service management platforms, elevating the service experience, and creating an enterprise capability that increases workforce productivity through automation, self-service, AI‑driven knowledge, and intuitive support workflows.

Key Responsibilities

IT Service Management & Service Experience Leadership

• Owns and matures enterprise ITSM processes including Incident, Problem, Change, Request, Knowledge, Asset, and Configuration Management.
• Develops a unified service experience strategy that increases resolution speed, enhances transparency, and improves customer satisfaction across clinical, administrative, and academic constituencies.
• Leads transformation of the ITSM platform (e.g., ServiceNow or equivalent) to deliver intelligent automation, workflow orchestration, and integrated operations.
• Establishes KPIs and operational scorecards that drive continuous improvement and service excellence.

IT Service Desk & End‑User Support

• Provides executive leadership for the enterprise Service Desk supporting a diverse workforce operating 24x7.
• Drives the evolution of the Service Desk from traditional support to a modern, self-service–first, knowledge‑enabled capability.
• Leads the development and governance of a high‑quality, searchable enterprise IT knowledge base with AI‑supported content management and continuous improvement.
• Ensures consistent, empathetic, and high‑quality customer engagement across all support tiers.

24x7 Network Operations Center (NOC)

• Oversees a mission-critical NOC responsible for real‑time monitoring of networks, data centers, cloud environments, clinical systems, medical devices, and enterprise applications.
• Ensures proactive detection, triage, and escalation of anomalies before they impact patient care or operations.
• Directs major incident management, including escalation, communication, root‑cause facilitation, and executive reporting.
• Establishes measurable targets to minimize Mean Time to Detect (MTTD), Mean Time to Respond (MTTR), and Mean Time to Repair (MTTR).

Operational Reliability & Technology Governance

• Partners closely with cybersecurity, application, infrastructure, and clinical technology teams to ensure high availability of mission‑critical systems.
• Develops and enforces operational standards, run‑books, and governance frameworks required for a highly regulated healthcare environment.
• Ensures operational readiness for system upgrades, technology deployments, and major infrastructure changes.

Leadership, Strategy & Culture

• Leads a large team of managers, engineers, analysts, and technicians, fostering a culture of accountability, innovation, and customer focus.
• Partners with clinical, academic, and administrative leaders to ensure IT operations align with organizational priorities.
• Manages budgets, vendor relationships, contracts, and service-level agreements (SLAs) to deliver high‑value services.
• Champions a culture of continuous learning across the IT Operations organization.

Qualifications

Required

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of progressive IT operations leadership experience, including large‑scale clinical, academic, or enterprise environments.
• Proven experience managing and modernizing ITSM platforms and service capabilities.
• Demonstrated success leading 24x7 operational teams and mission‑critical support functions.
• Strong knowledge of ITIL, operational monitoring tools, automation platforms, and modern service desk practices.
• Exceptional communication and leadership skills with the ability to influence at the executive level.

Preferred

• Master’s degree (MBA, MHA, MS in IT or related field).
• ITIL v4 certification or equivalent.
• Experience in healthcare delivery organizations or academic medical centers.
• Experience with AIOps, predictive analytics, and workflow automation technologies.

Key Competencies

• Strategic Thinking & Vision
• Service Excellence & Customer Empathy
• Operational Discipline
• Crisis Leadership & Decision‑Making
• Continuous Improvement Mindset
• Talent Development & Organizational Leadership
• Collaboration Across Complex Stakeholder Environments

Join a healthcare system where employee engagement is at an all-time high. Here we foster a culture of respect, belonging, and inclusion. Enjoy comprehensive and competitive benefits that support you and your family in every aspect of life. Start your life-changing journey today.

Please note that all roles require on-site presence (variable by role). Therefore, all employees should live within a commutable distance to NYP.

NYP will not reimburse for travel expenses.

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• 2026 Best Companies in Healthcare, Biotech & Pharma – Glassdoor

• 2026 Best Place to Work – Glassdoor

• 2026 America’s Best Large Employers – Forbes

• 2026 America’s Best-In-State Employers – Forbes

• 2026 America’s Dream Employers – Forbes

• 2026 America’s Greatest Workplaces for Culture, Belonging & Community – Newsweek

• 2026 Best Places to Work in IT - Computerworld

• 2025 Great Place to Work Certified

• 2025 Best Employers for Women – Forbes

• 2025 Companies that Care – People

• 2025 America’s Greatest Workplaces for Mental Well-Being - Newsweek

NewYork-Presbyterian Hospital is an equal opportunity employer.

Salary Range:

$245,000-$305,000/Annual

It all begins with you. Our amazing compensation packages start with competitive base pay and include recognition for your experience, education, and licensure. Then we add our amazing benefits, countless opportunities for personal and professional growth and a dynamic environment that embraces every person. Join our team and discover where amazing works.