Executive Director, Technology Operations Delivery

The Executive Director of Technology Operations Delivery will focus on production support for Technology Infrastructure and Applications Support, ensuring governance and stability of production environments, Major Incident Management as well as End-to-End Monitoring and Alerting of key Quest Technology Services. Moreover, the role will manage all Information Technology Service Management (ITSM) functions including Change Management, Problem Management, Root Cause Analysis, Asset Management and CMDB Governance.

The role has in the order of twenty Full Time Employees and a Flex workforce of approximately 250 resources. Critical to the role is Vendor and Financial Management and managing outsources environments.

The Executive Director of Technology Operations Delivery will work to set strategy for improved stability of production environments, Improving Customer Experience and leveraging ITSM and Offshore Digital Command Center capabilities for improving customer satisfaction, and reducing operating costs. Additionally, the job will entail leveraging ServiceNow to improve self-service and workflow capabilities.

This position must collaborate and partner with internal (e.g. Quest Technology leadership, functional leaders, regional leaders and subject matter experts) and external (e.g., strategic suppliers and customers) to achieve mutual goals that support business objectives.

The Executive Director of Technology Operations Delivery will bring deep experience and knowledge in key areas of Information Technology Infrastructure, Application support and financial management, experience managing Third Party Outsource providers and experience integrating mergers & acquisitions Application Delivery includes production support for Lab Information Systems, Patient Service Center Systems, MyQuest Patient Portal, Quanum Elabs, Corporate and Commercial applications and Quest Billing.

Lead the development and implementation of Production Delivery strategy across Quest Technology groups:

• Serve as a relationship manager to key Quest Technology vendors to ensure compliance with vendor contracts, performance expectations (including operational, performance, and financial metrics).
• Lead the formulation and implementation of procedures and ITSM standards relating to outsourced and internal services. Focus on operational rigor.
• Collaborate with other Quest Technology Vendor Management/Outsource Management teams to share best practices and consistent performance delivery.
• Develop strategic Infrastructure Service Management roadmaps which will drive Infrastructure vision into actionable steps with the leadership team.
• Communicate progress and collaborate with a wide variety of internal teams including product and business development, legal, support teams, architecture and deployment.
• Responsible for the monitoring and communication of external and internal service interruptions, planned outages, and applicable system updates.
• Develop or manage existing support metrics and reporting mechanisms to effectively measure team and application performance.
• Develop an end-to-end Monitoring Platform leveraging the offshore 24*7 Digital Command Center to proactively manage alerting and improve stability of Quest Technology Services.

Infrastructure Operational Management:

• This position will be a key part of the Technology Operations leadership team within Quest Diagnostics, with the goal of improving and transforming the organization's Infrastructure Service Management Team and processes. The scope of this role will include IT Service Management (incident, change, and problem management), Service Desk Operations, ITIL Process Optimization and Knowledge Management.
• Collaborate with colleagues, vendors, industry consultants, and senior company leadership to establish cost models ensure commitment and support for IT Infrastructure initiatives and programs
• Support the Corporate Procurement organization integration of acquisitions by leveraging a repeatable scalable model.
• Support the integration of acquisitions by leveraging a repeatable scalable model.

Innovation and Excellence:

• The delivery of innovative Technology Operations end-to-end monitoring/alerting and delivery with a focus on automation to improve efficiency and quality.
• Develop infrastructure operational management strategies to optimize use of resources and stability targets.
• Model new capacity investments based on various growth scenarios and type of capacity needed.
• Collaborate with business leaders across the organization to strengthen communications, address key issues, and identify opportunities for continuous improvement in products and services.

• A Bachelor's degree is required. A Master's degree is preferred.
• Minimum of 20 years of experience in Enterprise-Wide IT Operations Management. Technical proficiency in industry standard ITSM, computing, storage network and data center technologies.
• Experience managing outsourcing and offshore partners.
• Deep experience and knowledge in key areas of IT Service Management including Internal Infrastructure, Change Management, Knowledge Management, Problem Management, Incident Management, and advanced Service Desk operations. Key knowledge of ITIL Framework will be essential to the success of this role and ensuring process maturity.
• Ability to foster teamwork by actively participating in and supporting an environment that cultivates professional growth and organizational effectiveness.
• Able to think strategically and manage multiple projects, under pressure, in a fast-paced environment.Participates in the development of the strategic information technology plan, processes and solutions, recommending strategies and processes that support the direction of the company.
• Demonstrated ability to develop effective and ongoing relationships with Peer levels of the internal customer organizations.
• Must have proven ability to deliver and support IT projects and organizations in a rapidly changing business climate.
• Strong understanding of Infrastructure Services, Processes, and Technologies.
• Proven ability to analyze budgets and proposals to identify value opportunities and negotiate best outcomes.
• Excellent written and verbal communication skills. Ability to write proposals and whitepapers, act as a vendor liaison, deliver presentations to customer or client audiences or professional peers, and work closely with management across Quest Technology and the organization as necessary.
• Requires sound technological judgment and an enthusiasm for innovation tempered with a pragmatic assessment of the possible.
• Continually develops staff and self with a Digital mindset and keeping the Quest Technology capabilities in mind.
• Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events. Must have proven ability to deliver and support IT projects and organizations in a rapidly changing business climate.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets