Director, IT Process Optimization

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The UHealth-University of Miami Health System IT Department has an opportunity for a full-time Director, IT Process Optimization.

The Director, IT Process Optimization - Central works across all areas in IT to improve the quality and efficiency of IT operations and services. Leveraging Six Sigma methods, the Director engages with leaders of other units; collects data about their functions; identifies issues such as delays, bottlenecks, escalations, and automation opportunities; and recommends changes to processes that will address these issues.

The Director collaborates with IT leadership to prioritize and implement changes, working closely with the EPMO team.

• Oversees all aspects of staff management, including hiring, training, performance evaluation, and disciplinary actions.
• Directs daily operations to achieve departmental goals and objectives.
• Leads campus-wide initiatives related to computer support services.
• Develops and maintains technical support standards, including device and architectural specifications.
• Designs and implements improved work systems and processes.
• Manages all phases of project lifecycle, including planning, risk assessment, budget tracking, and successful completion.
• Provides clear direction and support to project teams.
• Monitors project progress, prioritizes initiatives, and develops key performance indicators (KPIs).
• Leads and oversees enterprise-wide IT projects.
• Contributes to strategic planning and develops short- and long-term solutions.
• Effectively communicates service delivery status to stakeholders.
• Investigates and resolves inquiries, complaints, and service issues.
• Defines and tracks critical project milestones.
• Continuously improves operations and monitors departmental performance.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures.

• Leads and coaches the Optimization Team, which focuses on improving the quality and efficiency of IT services through data-driven feedback and process improvement.
• Leverages quantitative and qualitative data analysis, stakeholder engagement, and Six Sigma methodologies to analyze the current and desired states.
• Oversees the identification and prioritization of improvement opportunities within IT operations, focusing on areas with the greatest potential for efficiency gains, cost reduction, and quality enhancement.
• Guides the team in conducting thorough process analyses, utilizing tools such as process mapping to identify bottlenecks, inefficiencies, and areas for improvement.
• Facilitates effective communication and collaboration with stakeholders across the organization to gather feedback, understand pain points, and ensure alignment with business objectives.
• Drives the implementation of data-driven recommendations and process improvements, ensuring effective change management and measurable results.
• Mentors interns and other IT staff who wish to learn more about process optimization.
• Fosters a culture of continuous improvement within the IT department, promoting the use of Six Sigma principles and other quality improvement methodologies.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, as necessary.

• Bachelor’s degree in relevant field
• Master’s degree in Industrial Engineering, Information Technology, or a related field preferred
• Six Sigma certification required
• Project Management Professional certification preferred
• Minimum 5 years of relevant experience. At least three years working on process optimization, including stakeholder engagement and presenting recommendations to leadership preferred.
• Excellent analytical skills required.
• Excellent…