Director, Technology Service Excellence

Medica is seeking an experienced Director for Technology Service Excellence. This role is ideal for an innovative and strategic thinker with a depth of experience in service operations who thrives in a mission-driven, healthcare-focused organization and is passionate about ensuring efficiency, scalability, financial integrity and compliance.

The Director, Tech Service Excellence is accountable for leading the operational run activities associated with the ServiceDesk and service excellence, level 1 and 2 operations, including monitoring and performance engineers. This position also oversees the Workflow function and all aspects of data exchange and workflow to and from partners and business units to successfully run the services and business. Ensures the confidentiality and the data is secure and accurately documented and controlled. In addition, oversees the Service Management function, which manages the core service management platform that tracks all incidents, problems, requests, changes and resources tied to achieving enterprise goals. Lastly, this role will manage Asset Management and End User Computing functions.

A key element of the role is working across all lines of business including executive leadership to determine acceptable levels of supportability and responsiveness within the organization. The individual will be required to work closely with Tech leadership to assure the vision and mission aligns with other strategic initiatives. Additionally, it will be critical to foster many external relationships with operational support vendors, along with product/software vendors who are critical in supporting the overall mission. The Director develops and directs department strategies and staff, and identify, develop, implement and maintain processes across the organization to delight the customer and delivery high quality customer satisfaction. The role will require someone who can work with cross functional teams, collaborate with others, a strong communicator, strong leadership skills, good problem solver, and ability to lead during high stress situations. Performs other duties as assigned.

Key Accountabilities

Management and Leadership

These responsibilities involve oversight of teams, platforms, and vendors, ensuring operational excellence and continuous improvement:

• ServiceNow Platform Leadership
• Service Desk & VIP Support
• End User Computing & Asset Management
• Collaboration & Productivity Tools
• Data Exchange & Integration

Strategy and Organization Management

Lead the design, implementation, and continuous improvement of ITIL-based processes (e.g., Incident, Problem, Change, Request, Knowledge, and Configuration Management).

• Ensure process compliance, efficiency, and alignment with business goals.
• Drive service maturity and performance through KPIs, SLAs, and customer satisfaction metrics.
• Lead the strategy for end-user devices and desktop engineering.
• Ensure platform scalability and integration with enterprise systems.

Customer Service Management & Process Excellence

• Ensure high-quality, responsive support for all users.
• Provide tailored services for executive and VIP users.
• Drive service maturity and performance through customer satisfaction metrics.
• Promote adoption and effective use of collaboration tools across the organization.

Required Qualifications

• Bachelor's degree or equivalent experience in related field
• 10 years of related work experience, 5 years working with senior leadership

Preferred Qualifications

• Proven management skills and an ability to effectively communicate technical and security-related concepts to a broad range of technical and non-technical staff
• 7+ years progressive experience in customer service and service excellence
• 5+ years of experience working with senior leadership within an IT organization
• 7+ years progressive experience in customer service and service excellence
• 5+ years of experience working with senior leadership within an IT organization

Skills and Abilities

• Ability to provide strategy planning for area of oversight
• Ability to work and effectively prioritize in a highly dynamic work environment with experience in a health care environment preferred
• Strong project management skills with proven successful leadership in organization - wide implementation
• Ability to understand federal and state laws and regulations addressing security, confidentiality, and privacy of health information
• Experience leading multi-year, large scale technology programs with a budget of $10M+
• Excellent written and oral communication skills with strong ability to drive organizational change
• ITIL Certified
• ServiceNow Experience
• Healthcare industry experience is desired

This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka, MN, or Madison, WI.

The full salary grade for this position is $146,000 - $219,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $146,000 - $191,625. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information are provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.