V.P. IT Services

How will this role have an impact?

As Vice President of IT Services, you will be responsible for supporting Signify Health’s Customers, Employees, and Clinicians. When your team successfully delivers fast and effective support, our employees are more productive, our customers are happier, and our clinicians are able to deliver better care to more members.

As a Vice President of IT Services, you oversee Signify Health’s enterprise support function as organizational leader and thought leader. This responsibility extends to more than 3000 employees, 9000 clinicians, and an ever-growing customer population that stretches across the entire United States. Your organization is responsible for continually improving the quality, efficiency, and speed of the support being delivered by enabling self-service, automated service, and support-bot-guided service. This organization is responsible for the life cycle management of the many tools used by our employees - ensuring that these tools are maintained, supported, and matured is critical to the continued success of our employees. As VP of IT Service, your teams will be responsible for the lifecycle management of Salesforce, NetSuite, and our HRIS.  The VP of IT Services will ensure all security, privacy, and compliance obligations are met and are supported by a mature, curated employee and clinician experience that ensures constant compliance. Your organization is responsible for ITSM process definition and execution for Signify Health including: incident management (including critical incident management), problem management, and knowledge management. 

This role will report to our CIO.

What will you do?

• Lead a global customer support team ensuring excellent support
• Create, track and report on service levels and KPIs
• Identify opportunities for ongoing improvement in support systems and processes
• Define and implement a 24x7 support model
• Own and lead the development of our long-range workplace technology roadmap, predicting business, technical, and operational needs several quarters in advance, 
• Training, coaching, and mentoring service desk specialists including career development
• Constant monitoring of trends and changes and know how to improve the customer satisfaction levels using the latest methodologies
• Support and manage Enterprise Applications including (not limited to) Google Workspace, Salesforce, Netsuite, Okta, and Slack
• Lead HRIS selection and deployment efforts
• Lead Salesforce improvement efforts
• Establish NetSuite support capability
• Establish and execute mature IT service management practices.
• Establish continual service improvement capabilities across all of IT Services
• Ensure all security, privacy, and compliance obligations are met in a fashion that ensures continued compliance

We are looking for someone with:

• Experience running IT projects, Service Desk improvements, and ITSM implementations
• Ten or more years of Enterprise-Level Service Desk/IT/Application Support experience
• People management experience for teams of 30+ employees. Experience managing a global support organization.
• Track record of maturing support and service delivery, demonstrated focus on continual service improvement
• Direct experience creating and deploying global service desk processes and technologies for organizations exceeding 5000 employees
• Comprehensive understanding of Microsoft Active Directory and Azure AD GPOs, OUs, MFA, IAM,  Application and Security policies
• Experience with Okta, Sailpoint, Salesforce, NetSuite, Workday, and ADP is highly beneficial.
• Working knowledge of mobile device management technologies and industry-accepted security policies
• Experience establishing enterprise office technology standards and architecting/designing solutions in office technology, endpoint technology, and enterprise applications
• Solid interpersonal and communication skills
• Effective customer service, leadership, and team motivational skills
• Excellent problem solving, diagnosing, and troubleshooting skills
• Experience in managing and negotiating complex vendor and services contracts

About us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved. 

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.