Vice President, Information Technology Operations and Support Services

Overview

The Vice President, Information Technology Operations & Support Services will develop, articulate, and execute the infrastructure, operations, IT Service Management, and support of the organization.

This key role, will be a key part of the senior ITS leadership team. The position is considered a leader in the information and Technology Services department and will oversee creating and managing a reliable, resilient, and secure IT infrastructure as well as effective, comprehensive IT computing and support services, related strategies, and operational standards.

The VP, IT Operations & Support Services :

Establishes the vision, future direction, and strategic use of infrastructure, enterprise applications, and other information systems for optimum end-user productivity.

Proponent of new and emerging technologies while understanding the impact on the organization. Establishes short and long-range objectives for the organization’s IT Operations strategy and gains stakeholder buy-in.

Establishes criteria for monitoring progress and measuring key success metrics of related production support projects and initiatives.

Supports a positive Information and Technology Services organizational culture through strong leadership that drives a customer services and performance-based culture around delivery excellence and operational efficiencies.

Remains current with new advancements in technology and issues affecting healthcare information technology and their potential impact on the organization's ability to deliver care and meet strategic initiatives.

Maintains existing enterprise systems, while providing direction in all technology-related issues in support of IT operations.

Provides guidance and collaborates on department policies, facilitates reporting requirements, and defines standard metrics and scorecards to drive operation performance.

Duties and Responsibilities :

Works with the SVP & CIO to strategize, manage, integrate, and coordinate the overall IT direction and strategy

Provides high-level thought leadership, strategic business development, technical innovation, and operational planning for the infrastructure, user support services, and enterprise applications areas

Collaborates closely Chief Information Security Officer (CISO), and to ensure the security posture of enterprise infrastructure adheres to best practice and compliance standards

Partners with the SVP’s of Applications and Infrastructure for support and performance of their solutions

Implements and supports a customer service culture that aims to ensure end-users’ needs are understood and fulfilled

Builds and maintains strong working relationships with leaders across programs and administrative departments

Works collaboratively with internal and external stakeholders to influence decisions and outcomes and facilitates consensus

Oversees the development of the Enterprise Services roadmap and execution of prioritized and approved projects

Builds and manages a comprehensive program management posture supporting the entire IT organization

Ensures IT service delivery processes including maintenance, operational support, optimization, business continuity, and quality management

Ensures compliance with IT quality and security processes and procedures, identifying and addressing any compliance issues

Manages 3rd party vendors and resources and ensure value-add for deployment on prioritized initiatives

Maintains thorough understanding of global, state, and federal laws and regulation related to data privacy and overall compliance

Fosters a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth

Will oversee the Technical Support, Technical Services, and Integration Support segments of the business. They will focus on developing, communicating and executing innovative strategies that will help increase efficiency and quality in the customer experience as well as communicating trends to the business about challenges the customers are experiencing with our product and services.

Participates in the IT budgeting process including the operational and capital budgets

Assists in establishing service and operating level agreements and resource productivity targets

Collaborates with the Talent department to implement strategies to grow and develop the IT workforce, including new and emerging skills needed

Performs other related duties as assigned

Education and Qualifications : Ten plus years leading and managing Technology Support functions. Experienced and demonstrated success in leading teams through complex problem solving and support initiatives.

Education : . degree in computer science or related technical field, or equivalent experience Experience : Senior leadership experience of 10+ years for large retail organizations. Skills and Abilities :

Ability to operate well in fast-paced, collaborative environment

Strategic vision with the ability to develop and communicate business and financial plans

Ability to apply sound judgment and make critical decisions in a fast-paced, dynamic setting, including the ability to set direction when little information is understood

Ability to direct team and / or assist with solving complex problems that can have little available information

Strong balance of operational and business aptitude and comprehension

Strong interpersonal, relationship-building, and negotiating skills

Proven ability to lead teams of technical and non-technical members

Ability to manage and engage remote resources and teams

Highly developed communication skills

Demonstrated ability to effectively partner and communicate with partners

Highly organized and productive, requiring little supervision

Demonstrated leadership presence and maturity

Ability to work with partners to develop solutions that meet business objectives, performance, and usability

Demonstrated ability to deliver results, on time, and on budget

Excellent written and verbal communication skills

Confident in high-level executive interactions and delivering presentations

If you

• are excited to deliver great values to customers every day;
• take a sense of pride and ownership in helping drive positive results for a team;
• are committed to treating colleagues and customers with respect;
• believe in the power of diversity and inclusion;
• want to participate in initiatives that positively impact the world around you;

Come join our team. You’re going to like it here!

You will enjoy a competitive wage and comprehensive benefit package including a generous paid time off plan, a company matched 401(k) and an associate discount.

We are a rapidly growing brand, and provide a variety of professional development opportunities so our associates can grow with us.

We work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day.