Director, Technology Service Excellence

The Director of Tech Service Excellence leads operational support functions including ServiceDesk, Level 1 & 2 operations, monitoring, and performance engineering. This role oversees workflow management and data exchange between partners and business units, ensuring secure and accurate documentation.

Additional responsibilities include managing Service Management operations-covering incident, problem, request, change, and resource tracking-and overseeing Asset Management and End User Computing.

The Director collaborates across business lines and executive leadership to define support standards and align with strategic initiatives. The role also manages vendor relationships and drives departmental strategy to enhance customer satisfaction. Strong leadership, communication, and problem-solving skills are essential, especially in high-pressure situations. Performs other duties as assigned.

Key Accountabilities

Management and Leadership

These responsibilities involve oversight of teams, platforms, and vendors, ensuring operational excellence and continuous improvement:

• ServiceNow Platform Leadership
• Service Desk & VIP Support
• End User Computing & Asset Management
• Collaboration & Productivity Tools
• Data Exchange & Integration

Strategy and Organization Management

Lead the design, implementation, and continuous improvement of ITIL-based processes (e.g., Incident, Problem, Change, Request, Knowledge, and Configuration Management).

• Ensure process compliance, efficiency, and alignment with business goals.
• Drive service maturity and performance through KPIs, SLAs, and customer satisfaction metrics.
• Lead the strategy for end-user devices and desktop engineering.
• Ensure platform scalability and integration with enterprise systems.

Customer Service Management & Process Excellence

• Ensure high-quality, responsive support for all users.
• Provide tailored services for executive and VIP users.
• Drive service maturity and performance through customer satisfaction metrics.
• Promote adoption and effective use of collaboration tools across the organization.

Required Qualifications

• Bachelor's degree or equivalent experience in related field
• 10 years of related work experience, 5 years working with senior leadership

Preferred Qualifications

• Experience leading multi-year, large scale technology programs with a budget of $10M+
• Proven management skills and an ability to effectively communicate technical and security-related concepts to a broad range of technical and non-technical staff
• 7+ years progressive experience in customer service and service excellence
• 5+ years of experience working with senior leadership within an IT organization
• Ability to provide strategy planning for area of oversight
• Ability to work and effectively prioritize in a highly dynamic work environment with experience in a health care environment preferred
• Strong project management skills with proven successful leadership in organization - wide implementation
• Ability to understand federal and state laws and regulations addressing security, confidentiality, and privacy of health information.
• Excellent written and oral communication skills with strong ability to drive organizational change
• ITIL Certified
• ServiceNow Experience
• Healthcare industry experience is desired

This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka, MN, or Madison, WI.

The full salary grade for this position is $146,000 - $219,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $146,000 - $191,625. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information are provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.