What are the responsibilities and job description for the Solutionhealth - Director, Enterprise Service Management & Portfolio Operations - Full Time - Remote position at SolutionHealth?
Who We Are
SolutionHealth is an integrated health system uniquely focused on providing access to high-value, primary, and specialty care that meets the growing needs of the communities we serve. Our IT department is diverse, strategic, and innovative focusing on patients, community, clinicians, outcome, safety, and quality. It's an exciting time at SolutionHealth as we continue to advance our technology platforms.
About The Job
The Director, Enterprise Service Management & Portfolio Operations is accountable for the strategic direction, governance, and operational effectiveness of the enterprise capabilities that manage how technology demand is captured, prioritized, governed, delivered, supported, and continuously improved across the health system. This role provides leadership for ITSM Process Operations, ServiceNow and enterprise service management platforms, Identity and Access Management (IAM) platforms, and other applications as assigned.
The Director also provides enterprise oversight for standardized project and portfolio management processes, procedures, reporting disciplines, capacity visibility and forecasting, and portfolio metrics, without assuming Human Resources responsibility for PMO staff or direct people management authority over the PMO function. The Director ensures that portfolio governance, service management practices, workforce technology platforms, and organizational processes work cohesively to align resources, investment decisions, operational priorities, and service delivery outcomes. Acting as a trusted advisor to business and technology leaders, the Director establishes the frameworks, standards, and operational disciplines necessary to support organizational growth, workforce effectiveness, and high-quality service delivery. In addition to role specific responsibilities, all Directors within the Information Technology organization are expected to lead with enterprise perspective, disciplined execution, and a strong service mindset.
Directors are accountable for translating organizational and clinical strategy into sustainable outcomes through effective portfolio stewardship, leadership of leaders, and trusted partnership with clinical and business stakeholders. This role requires consistent demonstration of the organization’s mission, values, and standards of behavior; commitment to inclusive, high-performing teams; and adherence to shared operating principles that balance reliability, agility, and continuous improvement in support of safe, high-quality patient care.
Please know that we do require each candidate to participate in completing the Epic Sphinx test as part of our consideration process.
What You’ll Do
Strategy, Portfolio & Organizational Accountability
Who You Are
Education: Bachelor’s degree in Healthcare, Information Technology, Business, or related field (or equivalent substantial progressive work experience, certifications, and education), Required
Licensure/Certification: At least one certification relevant to primary areas of portfolio responsibilities (ServiceNow, PMP, ITSM/ITIL, Six Sigma, etc) ITIL Foundation Certification (within 60 days of hire) Advanced ITIL certification (within 6 months of hire), Required
Experience: Minimum of seven (7) years of progressively responsible experience in Information Technology, Healthcare Technology, Business Operations, Service Management, Portfolio Management, Project Management, or related disciplines, including a minimum of three (3) years of leadership responsibility with direct oversight of leaders, teams, programs, services, products, platforms, or operational functions, Required
Why You’ll Love Us
SolutionHealth is an integrated health system uniquely focused on providing access to high-value, primary, and specialty care that meets the growing needs of the communities we serve. Our IT department is diverse, strategic, and innovative focusing on patients, community, clinicians, outcome, safety, and quality. It's an exciting time at SolutionHealth as we continue to advance our technology platforms.
About The Job
The Director, Enterprise Service Management & Portfolio Operations is accountable for the strategic direction, governance, and operational effectiveness of the enterprise capabilities that manage how technology demand is captured, prioritized, governed, delivered, supported, and continuously improved across the health system. This role provides leadership for ITSM Process Operations, ServiceNow and enterprise service management platforms, Identity and Access Management (IAM) platforms, and other applications as assigned.
The Director also provides enterprise oversight for standardized project and portfolio management processes, procedures, reporting disciplines, capacity visibility and forecasting, and portfolio metrics, without assuming Human Resources responsibility for PMO staff or direct people management authority over the PMO function. The Director ensures that portfolio governance, service management practices, workforce technology platforms, and organizational processes work cohesively to align resources, investment decisions, operational priorities, and service delivery outcomes. Acting as a trusted advisor to business and technology leaders, the Director establishes the frameworks, standards, and operational disciplines necessary to support organizational growth, workforce effectiveness, and high-quality service delivery. In addition to role specific responsibilities, all Directors within the Information Technology organization are expected to lead with enterprise perspective, disciplined execution, and a strong service mindset.
Directors are accountable for translating organizational and clinical strategy into sustainable outcomes through effective portfolio stewardship, leadership of leaders, and trusted partnership with clinical and business stakeholders. This role requires consistent demonstration of the organization’s mission, values, and standards of behavior; commitment to inclusive, high-performing teams; and adherence to shared operating principles that balance reliability, agility, and continuous improvement in support of safe, high-quality patient care.
Please know that we do require each candidate to participate in completing the Epic Sphinx test as part of our consideration process.
What You’ll Do
Strategy, Portfolio & Organizational Accountability
- Lead portfolios, leaders, and outcomes with clarity, integrity, and accountability in direct support of the organization’s mission to provide safe, high quality patient care. Accountable for the overall health, value, alignment, and maturity of multiple services, products, platforms, or functional domains, often through other leaders
- Translate enterprise and clinical strategy into actionable priorities, operating models, and investment decisions, while ensuring consistency with organizational values, standards, governance, and architectural direction. Establish and sustain a clear strategic direction for their portfolio that aligns technology investments with clinical, operational, and organizational priorities.
- Provides strategic leadership for enterprise service management, portfolio operations, workforce technology platforms, and governance functions that enable the effective planning, prioritization, delivery, support, and continuous improvement of technology services across the organization
- Establishes and maintains enterprise governance frameworks for demand management, portfolio management, project delivery, service management, resource planning, and operational performance, ensuring alignment between organizational priorities, available capacity, and technology investments.
- Reflects and reinforces the organization’s mission, vision, beliefs, core values, and standards of behavior across multiple teams and leaders
- Promotes psychological safety, inclusion, trust, and respect, particularly within leadership teams and cross functional partnerships.
- Leading, coaching, and developing managers and senior staff, ensuring leadership capability, consistency, and succession readiness
- Setting clear expectations for leadership behavior, performance, and accountability across their portfolio.
Who You Are
Education: Bachelor’s degree in Healthcare, Information Technology, Business, or related field (or equivalent substantial progressive work experience, certifications, and education), Required
Licensure/Certification: At least one certification relevant to primary areas of portfolio responsibilities (ServiceNow, PMP, ITSM/ITIL, Six Sigma, etc) ITIL Foundation Certification (within 60 days of hire) Advanced ITIL certification (within 6 months of hire), Required
Experience: Minimum of seven (7) years of progressively responsible experience in Information Technology, Healthcare Technology, Business Operations, Service Management, Portfolio Management, Project Management, or related disciplines, including a minimum of three (3) years of leadership responsibility with direct oversight of leaders, teams, programs, services, products, platforms, or operational functions, Required
Why You’ll Love Us
- Health, dental, prescription, and vision coverage for full-time & part-time employees
- Short-term disability, long-term disability, and life insurance coverage
- Competitive pay
- Tuition Reimbursement
- 403(b) Retirement Savings Plan