System Director IS Project Management and Service Management (PMO/ITSM)

Position Status:

Full time Shift:

Other (United States of America) Hours per week:

• 40 Job Information
• Exemption Status: Exempt

• A Brief Overview
• The System Director of IS Project Management & Service Management (PMO/ITSM) provides strategic leadership for enterprise portfolio management, project governance, demand management, service management maturity, and operational process improvement across Information Systems. This position is responsible for establishing and maintaining the processes, governance structures, standards, and reporting mechanisms through which Information Systems work is evaluated, prioritized, executed, monitored, and continuously improved. The System Director serves as the organizational leader for portfolio visibility, prioritization discipline, capacity planning, governance effectiveness, service management maturity, and continuous improvement activities that support strategic and operational objectives. The System Director partners closely with Information Systems leaders, operational leaders, and executive leadership to ensure resources are aligned with organizational priorities, governance processes remain effective, and Information Systems maintains a scalable, disciplined approach to project delivery and service excellence. Scope of Responsibility Direct Responsibility • Project Management Office (PMO) • Project Managers • Project Coordinators • Project Intake & Prioritization • Demand Management • Portfolio Management • Portfolio Reporting & Analytics • Governance Processes • Capacity Planning • Service Management Maturity • Operational Process Improvement • Executive Portfolio Reporting Key Performance Expectations • Improved portfolio visibility and executive decision-making. • Consistent prioritization and governance processes across Information Systems. • Effective balancing of organizational demand and available capacity. • Increased PMO maturity and adoption of standardized practices. • Improved service management process maturity and operational effectiveness. • Enhanced operational consistency, reporting, and governance discipline. • Continuous advancement of Information Systems process maturity and organizational effectiveness.

Education Qualifications

• •Bachelor's Degree Business Administration, Information Systems, Healthcare Administration, Project Management, or related field. Required
• •Master's Degree Business Administration, Healthcare Administration, Information Systems, or related field. Preferred

Experience Qualifications

• •7 years Progressive experience in project management, portfolio management, IT operations, IT service management, or related leadership roles. Required
• •3 years Leadership experience managing professional staff. Required
• •Experience leading complex enterprise initiatives and governance processes. Required
• •Demonstrated experience in portfolio management, process improvement, and organizational leadership. Required
• •Healthcare industry experience. Required
• •Experience developing or maturing PMO and service management functions. Preferred

Skills and Abilities

• •Strong understanding of portfolio management, project management, governance, and service management principles.
• •Knowledge of industry-standard service management and operational excellence frameworks.
• •Ability to align organizational resources and priorities with strategic objectives.
• •Strong business, operational, and financial acumen.
• •Excellent executive communication and presentation skills.
• •Ability to influence decision-making across multiple departments and leadership levels.
• •Strong analytical, organizational, and problem-solving capabilities.
• •Experience developing performance metrics, dashboards, and executive reporting.
• •Ability to lead process improvement and organizational maturity initiatives.
• •High degree of professionalism, integrity, discretion, and accountability.

Licenses and Certifications

• •Project Management Professional (PMP) - PMI Preferred
• •ITIL Foundation Certificate IT Service Management - ALEXOS Preferred

What you will do

• •Lead the Information Systems portfolio management function. • Lead the Information Systems portfolio management function. • Direct project intake, demand management, prioritization, and governance processes. • Establish and maintain portfolio management standards, methodologies, templates, and reporting practices. • Ensure work requests are evaluated and prioritized based on organizational strategy, operational priorities, regulatory requirements, resource availability, and overall organizational capacity. • Establish and maintain portfolio capacity planning processes that balance project demand, operational workload, resource availability, and strategic priorities. • Facilitate executive governance and portfolio review processes. • Develop enterprise portfolio dashboards, scorecards, and executive reporting. • Monitor portfolio performance, project status, resource utilization, risks, dependencies, and outcomes. • Partner with Finance and operational leaders on capital planning and investment prioritization activities. • Drive continuous improvement of governance, prioritization, and portfolio management practices.
• •Project Management Office Leadership • Provide leadership and oversight for project managers, project coordinators, and PMO personnel. • Establish project management standards, methodologies, tools, and best practices. • Ensure consistency in project execution, reporting, documentation, and governance activities. • Develop and maintain project governance, escalation, risk management, and reporting processes. • Facilitate executive decision-making related to project prioritization, resource allocation, and portfolio performance. • Mentor and develop project management staff. • Establish PMO maturity roadmaps and improvement plans. • Drive adoption of project management best practices across the organization.
• •IT Service Management Leadership • Lead development, implementation, governance, and continuous improvement of Information Systems service management processes and operational standards aligned with industry best practices. • Establish performance metrics, governance structures, reporting, and maturity plans supporting effective service delivery. • Collaborate with Information Systems leaders to improve operational consistency, process standardization, service quality, and customer experience. • Facilitate service management reviews and operational governance activities. • Monitor effectiveness of service management processes and identify improvement opportunities. • Develop service management reporting and executive dashboards. • Lead service management maturity assessments and long-term improvement initiatives.
• •Operational Excellence & Process Improvement • Serve as the organizational leader for Information Systems process standardization and operational excellence initiatives. • Develop and maintain enterprise workflows, governance processes, standards, and operating procedures supporting Information Systems operations. • Identify opportunities to improve efficiency, quality, customer service, and resource utilization. • Lead cross-functional process improvement initiatives involving technical, operational, and clinical stakeholders. • Promote a culture of continuous improvement and operational discipline across Information Systems. • Ensure processes evolve to support organizational growth, strategic priorities, and changing business needs.
• •Leadership & Organizational Development • Recruit, develop, mentor, and evaluate PMO and ITSM personnel. • Establish departmental goals, performance expectations, and development plans. • Foster a culture of accountability, collaboration, customer service, and continuous improvement. • Support workforce planning and organizational design initiatives. • Build strong partnerships across Information Systems, clinical operations, finance, administration, and executive leadership.
• •Executi