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Director, Service Delivery - Clinical Applications

Job Description

Job ID: 1193108
Employment Status: Full-Time
More Information:

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and mid-Missouri regions. BJC serves patients and their families in urban, suburban and rural communities through its 15 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

By ""Caring for Systems that Care for People"", BJC HealthCare Information Services (IS) is a key enabler of the mission, strategy and operating excellence that is associated with BJC HealthCare. Information Services is comprised of over 650 individuals working together to provide effective delivery of system development, implementation and support as well as strategic IT planning and analysis to BJC's Hospitals and Health Service Organizations.


Role Purpose

The Service Delivery Director will have direct responsibility over the execution of solution engineering and operations functions within a specific area(s) of BJC’s IT infrastructure organization. Together with substantive experience in managing outcomes of service delivery, for “build” and “run” activities, this role has accountability for delivery of the assigned infrastructure services through a team of BJC employees and/or suppliers to collectively execute those services. This role ensures effective delivery and/or change/enhancement to the assigned services to meet or exceed BJC business expectations for those services, while achieving appropriate balance between quality of outcomes, risk to BJC systems and customers, and the lifecycle cost of those services.


  • Manages individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
  • Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.
  • Establish and sustain a service delivery management capability that is outcome-based, and aligned to meet or exceed expectations of end users of infrastructure delivery services. Manage internal- and supplier-led service delivery and performance on a day-to-day basis, and drive resolution to issues impacting service delivery on a pro-active and reactive basis.
  • Understand business expectations, success factors (e.g., KPIs) and performance characteristics for assigned services (e.g., end user satisfaction with services) and manage the delivery of services and performance, ensuring compliance of supplier delivery within scope of responsibility, in accordance with defined service levels, security practices/guidelines, and relevant technology standards.
  • Drive the sustainment of services through proactive life cycle management of platforms and systems, as well as practices that foster continuous improvement.
  • Understand the allocation of service responsibility to internal and external resources and the potential for reallocation to decrease the cost of service and/or enhance the quality of service.
  • Broker effective communication between suppliers and BJC groups as necessary to resolve testing issues, as well as more systematic/pervasive issues.

  • Minimum Requirements



  • Bachelor's Degree
  • - Business/Comp Science/related



  • 5-10 years

    Supervisor Experience

  • 2-5 years


    Preferred Requirements and Additional Job Information



  • Master's Degree


  • 10+ years

    Supervisor Experience

  • 5-10 years

  • Benefits Statement

    Note: not all benefits apply to all openings

    -  Comprehensive medical, dental, life insurance, and disability plan options
    -  Pension Plan*/403(b) Plan
    -  401(k) plan
    -  Tuition Assistance
    -  Health Care and Dependent Care Reimbursement Accounts
    -  On-Site Fitness Center (depending on location)
    -  Paid Time Off Program for vacation, holiday and sick time

    *Pension does not apply to Memorial Hospital, Memorial Hospital East, Memorial Medical Group, Alton Memorial or Parkland Health Center

    Legal Statement

    The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.


    Equal Opportunity Employer