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Information Technology

Director ITSM

Location: Pleasanton, CA Additional Locations:

Corona Data Center Admin 1830 California Ave., 1830 California Ave., Corona,California, 92881
Green Street/IDS 99 S. Oakland Ave., 99 S. Oakland Ave., Pasadena,California, 91101
Greenwood Plaza IT, 6560 Greenwood Plaza Blvd., Greenwood Village,Colorado, 80111
Pershing Point Plaza IT, 1375 Peachtree St. NE, Atlanta,Georgia, 30309
Job Number: 876775 Date posted: 03/23/2020
Description:
This managing level position oversees and takes accountability for the development, implementation and maintenance of assigned ITSM process and/or service portfolio by working collaboratively with leadership to develop the ITSM strategy. This role delivers briefings to senior management on the status and progress of process and/or service improvement initiatives and third-party tools for implementation and leverages relationships with cross-functional stakeholders (for example, IT and business partners) to ensure alignment, synergy, and application of standardized processes and/or services and procedures.This role also is accountable for SOW negotiation, ITSM process and/or service improvement efforts, and the development, implementation, monitoring, and reporting of process and/or service performance metrics. In addition, this position oversees investigation and resolution of performance deviations and ensures compliance with ITSM policies and procedures across the enterprise.


Essential Responsibilities:

  • Directs the operation of multiple units and/or departments by identifying customer and operational needs; analyzing resources, costs, and forecasts and incorporating them into business plans; gaining cross-functional support for business plans and priorities; translating business strategy into actionable business requirements; obtaining and distributing resources; setting standards and measuring progress; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; and ensuring products and/or services meet customer requirements and expectations while aligning with organizational strategies.

  • Demonstrates continuous learning and maintains a highly skilled and engaged workforce by aligning resource plans with business objectives; overseeing the recruitment, selection, and development of talent; motivating teams; preparing individuals for growth opportunities and advancement; staying current with industry trends, benchmarks, and best practices; providing guidance when difficult decisions need to be made; and ensuring performance management guidelines and expectations drive business objectives and results.

  • Oversees and takes accountability for the development, implementation and maintenance of assigned ITSM process and/or service portfolio by working collaboratively with leadership to develop the ITSM strategy.

  • Defines goals, objectives, deliverables, and guardrails within the governance framework to ensure the development and implementation of efficient, effective, measurable, and sustainable processes and/or services.

  • Develops and oversees ITSM workplans to drive cohesive integration of enterprise IT process and/or service roadmaps.

  • Oversees and takes accountability for the negotiation and final execution of statements of work (SOWs) with service providers related to the development, implementation, and maintenance of ITSM processes and tools.

  • Ensures the development and implementation of appropriate performance metrics and measurement tools.

  • Oversees ITSM process and/or service improvement efforts.

  • Oversees resolution of identified gaps and deficiencies in new and existing processes, services, and service portfolios.

  • Delivers briefings to senior management on the status and progress of process and procedure audits.

  • Delivers briefings to senior management on the status and progress of process and/or service improvement initiatives and third-party tools for implementation.

  • Leverages relationships with cross-functional stakeholders (for example, IT and business partners) to ensure alignment, synergy, and application of standardized processes and/or services and procedures.

  • Oversees the development, implementation, monitoring, and reporting of process and/or service performance metrics.

  • Oversees the regulatory and internal compliance controls for process/service execution to minimize company risk.

  • Oversees the investigation and resolution of performance deviations.

  • Champions and ensures compliance with ITSM policies and procedures across the enterprise.

  • Oversees compliance of release notes, training materials, and documentation within appropriate repositories.

  • Oversees the development and delivery of user training and reference materials.
  • Minimum Qualifications:
  • Minimum four (4) years supervisory experience.
  • Minimum two (2) years managing operating budgets and/or project financials.
  • Bachelor's Degree in CIS, Business Administration, or related field and Minimum eight (8) years IT or related business experience, including Minimum three (3) years experience leading the implementation or support of large scale ITSM processes or services. Additional equivalent work experience may be substituted for the degree requirement.

  • Preferred Qualifications:
  • Four (4) years of work experience in a role requiring interaction with executive leadership (e.g., Vice President level and above)
  • Four (4) years experience in a leadership role of a large matrixed organization.
  • Four (4) years experience working within an IT Infrastructure Library (ITIL) framework.
  • Four (4) years experience overseeing the development and delivery of IT process/service metrics and reporting.
  • Two (2) years experience overseeing the development and management of vendor relationships.
  • Three (3) years experience in organizational change management.
  • Four (4) years ITSM experience working across multiple IT domains or specialty areas.
  • ITIL Foundations certification.
  • Primary Location: California,Pleasanton,Pleasanton Data Center 5840 Owens Dr. Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 5:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Director/Senior Director Job Category: Information Technology Specialty: ITSM Department: CESM Service Management Office Travel: Yes, 5 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
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