IT Service Management and Operations Director

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world's leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world's deadliest diseases and make life beyond cancer a reality.

At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. These values are grounded in and expressed through the principles of diversity, equity and inclusion. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an anti-racist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, anti-racism and inclusion.

Under limited direction of the CTO, has oversight of the design, creation, implementation and improvement of services offered by the IT units that support Fred Hutch including, asset management, service desk management, and change management. The director oversees ongoing ITSM/ITIL process improvement initiatives; advises on process improvement and measurement activities; is accountable for Information Technology Infrastructure Library (ITIL) and ITSM; including communication, process consulting, management process and ITIL projects, and related staff coordination. The Director of ITSM also coordinates change, incident, problem, and service level management process areas.

Develops, implements, and maintains ITSM within the IT organization. Implements and monitors progress and performance of ITSM/ITIL program. Uses best practices, research, data analysis, process development and program/project management. Develops and maintains project plan for service delivery.
• Configures, customizes, and manages the current service management software (Cherwell). Develops custom forms, workflows, reports, dashboards, and API integrations. Oversees the process to ensure the data is imported and synced with Fred Hutch systems.
• Will manage the process for evaluating and selecting a replacement for Cherwell to include IT intake, service ticket management, CMDB, and service catalogue management.
• Manages the vendor relationship, support, and contract for Fred Hutch service management software and associated tools.
• Develops ITSM best practices and training modules to support Fred Hutch service management software. Delivers custom training programs and ongoing support to technicians and administrators of the tool.
• Leads cross organizational teams and works with various IT and campus groups toward solutions for the betterment and efficiency of IT services. Defines and collaborates with service owners to ensure that IT is fully capable of supporting a broad range of services and technologies. Empowers team members through effective communications, coaching, guidance, technical training and mentoring for current roles and career aspirations.
• Develops and maintains an IT Service Catalog including service descriptions, service matrixes, operating procedures and metrics. Maps service owners, dependencies, and asset relationships.
• Identifies ITSM/ITIL and process-related organizational changes and provides recommendations to the IT leadership team.
• Maintains and manages the IT integrated incident response plan. Maintains associated procedures and workflows and is accountable for the managing IT incidents.
• Establishes, measures, and reports on measures and performance indicators related to services, processes, operations, and delivery. Creates ITSM/ITIL metrics and key performance indicators and identifies actions that should be considered based on those items.
• Creates and maintains standard processes and documentation as a way to facilitate repeatable and reliable service activities across IT.
• Develops, recommends, implements, and monitors policies, procedures, and workflow. Ensures compliance with approved policy and procedures and escalates customer issues when necessary to service owners and IT senior leadership.
• Responsible for managing operations associated with the ITSM/ITIL process improvement initiative program. Leads and manages identified ITSM/ITIL process improvement projects.
• Consults on ITSM/ITIL and process-related topics in an operational and project context. Provides topical expertise in ITSM/ITIL, process improvement and quality management topics.
• Communicates and champions ITSM/ITIL and process improvement initiatives within the IT division and across the university.
• Keeps abreast of industry standards, recommendations, and guidelines in the area of ITSM and ITIL and technology tools that could assist IT's efforts.
• Establishes and maintains appropriate working relationships with colleagues and users and propagates and follows Fred Hutch policies and procedures governing IT efforts. Participates in Fred Hutch-wide planning and governance as appropriate by participating in committees and task forces and forming partnerships with research, administrative, and clinical partners.
• Participates in professional development activities, in cross-functional projects and activities and in ITSM professional organizations.
• Performs miscellaneous job-related duties as required.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in information technology or related fields or an equivalent combination of education and experience
• Minimum 7 years of experience developing information technology business process, managing information technology projects and/or programs.
• Experience working in a cross-functional role in a technology unit of an institution of higher education or on cross-functional projects for that technology unit.
• Experience designing, developing, and implementing ITIL or similar framework systems or processes.
• Experience leading an ITIL process implementation project.
• Experience administering, customizing, and using IT Service Center tools.
• Experience with change management, incident management, service desk, problem management, and service catalog.
• Experience in an information technology department that utilizes the ITIL framework.
• Knowledge of project lifecycle management and software development lifecycle.
• Knowledge of ITIL/ITSM process and practices.

PREFERRED QUALIFICATIONS:

• ITIL Foundations or higher certification.
• Skill in gathering, analyzing, and synthesizing data; skill in effective paper and report writing, skill in effectively presenting statistical and narrative information to non-technical stakeholders or audiences.
• Skill in problem-solving, conflict resolution, negotiating and decision making; handling multiple competing priorities and projects simultaneously; staying organized and paying attention to detail.
• Skill in navigating and leading multi-discipline work teams in a matrixed staff structure; skill in working with a variety of individuals from diverse backgrounds.
• Demonstrated ability to work effectively with a diverse population, to cultivate an inclusive, diverse, and welcoming environment, and to treat all people equitably in a culturally competent manner.
• Ability to communicate and work effectively with colleagues, administrators, scientific staff and third-party research collaborators and sponsors.
• Excellent written, interpersonal, organizational, and oral communication skills.
• Effective leadership, consulting, facilitation, consensus building, conflict resolution, and negotiation and team building skills.
• Knowledge of IT management tools and software licensing tools.
• Ability to explain technical concepts to audiences with a wide range of technical skills.
• Ability to work effectively with faculty, staff, and students from a variety of diverse backgrounds.
• Training or course work with focus on process improvement.

A statement describing your commitment and contributions toward greater diversity, equity, inclusion, and antiracism in your career or that will be made through your work at Fred Hutch is requested of all finalists.

The annual base salary range for this position is from $153,754.00 to $256.235.00, and pay offered will be based on experience and qualifications.

This position may be eligible for relocation assistance.

Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), paid parental leave (up to 4 weeks), and partially paid sabbatical leave (up to 6 months).