VP, IT Support Model

Responsibilities

Oversee the day-to-day IT operations across cloud and on-premise systems, ensuring that services meet or exceed performance expectations. 

Provide leadership and direction to the IT support teams, focusing on service quality, timeliness, and responsiveness. 

Establish and refine processes for service requests, incident response, change management, and problem resolution. 

Guide and mentor Regional IT Directors in scaling service delivery management across practice regions, ensuring consistency and quality in IT support and operations. 

Set and monitor KPIs and SLAs to ensure consistent and reliable IT services. 

Partner with practice leadership and Regional IT Directors to understand service requirements, address pain points, and maintain alignment with practice and business needs. 

Oversee the integration and support of both cloud-based and on-premise systems, ensuring effective coordination between systems to minimize disruptions and optimize performance. 

Ensure that infrastructure, applications, and network systems are appropriately maintained, patched, and updated according to operational best practices. 

Work closely with the Security Operations team to establish secure IT operations, including network security, data protection, and compliance with relevant regulations. 

Ensure that all operational processes align with the organization’s security requirements and that any vulnerabilities identified by Security Operations are promptly addressed. 

Collaborate on incident response plans and participate in security drills to ensure readiness and coordination across IT and security teams. 

Lead the budget process for all IT software and systems as part of the IT Support Model 

Develop and implement an IT operations strategy that supports the current and future needs of the organization’s practice environments. 

Identify and recommend new technologies or process improvements to enhance service delivery and operational efficiency. 

Collaborate with other senior leaders to ensure that IT operations align with organizational goals, particularly in support of business growth and practice expansion. 

Lead, mentor, and develop a team of IT professionals, fostering a high-performance culture focused on accountability, innovation, and collaboration. 

Manage vendor relationships and service contracts for IT operations, ensuring that external resources meet quality and performance expectations. 

Other duties as assigned to help drive our mission of improving the lives of everyone living with cancer.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s degree preferred). 

10+ years of experience in IT operations, service delivery, or infrastructure management, with a significant portion spent overseeing healthcare or clinical IT environments. 

Proven experience managing a blend of cloud and on-premise systems, with a strong understanding of practice applications and systems. 

Demonstrated success in leading high-performing IT support teams and Regional IT Directors, with an emphasis on process improvement, scalability, and operational efficiency. 

Strong collaboration skills with security teams to support a secure and compliant IT environment. 

Excellent interpersonal skills, with the ability to effectively collaborate with clinicians, business leaders, and IT teams. 

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