Director of Network and Voice Services

Position Title:

Director of Network and Voice Services

Department:

Information Systems

Job Description:

General Description: The Director, Network and Voice Services is responsible and accountable for organization’s network and voice environments including the design, planning, operations, maintenance, and troubleshooting. This role oversees the several teams with responsibility for the planning and engineering of the organization’s network and voice infrastructure and ensures that hardware and or software is designed and installed in a manner that supports the strategic goals and objectives set by the organization.  This role will work to create functional strategies and specific objectives which support ease of care delivery. The incumbent is in charge of working with peers and leaders within both IT and the organization, dealing with strategic vendors, and performing strategy and architecture planning as it relates to the network and voice architecture. The Director, Voice and Network Services will work cross functionally within a matrixed environment and have accountability to leaders across the infrastructure and application pillars.

They will have direct responsibility for 3 teams:

Network Engineering Network and Voice Operations Voice Networking

Essential Responsibilities:

Responsibilities listed in this section are core to the position.  Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position. 

• Direct report and senior member of the Chief Technology Officer’s team

• Direct management responsibility for 3 teams of engineers and operations staff.

• Responsible for strategy and architecture for Network and Voice services in support of the OU Health mission

• Owns and is responsible for all LAN, WAN, Data Center Networking, and Voice Services,

• Responsible for building and maintain a 5-year roadmap for all services, to include lifecycle management of the physical and virtual components of these services.

• Ensures the performance and reliability of the voice and network services by managing the Network and Voice operations team, who will constantly and consistently monitor those services

• Ensures products meet the necessary requirements for security, portability, and performance, while balancing the end user experience.

• Responsible for budget management for all equipment, services and personal that are needed to support the production of the Network and Voice services, both capital and operating.

• Sponsor for, and overall responsibility for all Network and Voice projects, and for all personnel that are assigned to support other projects or programs.

• Establishes and promotes Network and Voice Services key performance indicators.

• Meets tight business timelines, within established and measured required SLAs.

• Builds strategic partnerships with vendors and hold them accountable for delivery.

• Develops operational support structure, logging, alerting, and establishing tools, standards, and operational procedures.

• Works across a multitude of third-party solution providers each fulfilling a portion of the overall service delivery.

• Exhibits critical thinking by seeing outcomes and providing direction when there are multiple stakeholders and solutions.

• Ensures concise, clear, and regular verbal and written communication between business partners and the IT organization.

• Adheres to established standards set by the IT organization.

• Engages in quality control procedures to ensure that systems are efficient and operational.

• Develops a cost-efficient system for projects by performing cost-benefit analysis.

• Participates in the development and operationalizes the organization’s technology strategy by recommending short- and long-term IT goals and objectives to leadership team.

• Creates a culture of IT professionals focused on deep business alignment, accountability for outcomes, and continuous improvement.

• Develops and designs network architecture and roadmaps, implementation strategies and transformation plans focused on the enablement of care delivery.

• Develops team members ensuring they can problem solve, think critically, and deliver services within documented SLAs.

• Interacts closely with the organization’s leadership team to help set and understand enterprise priorities and support needs.

• Participates in the IT governance process and decision-making impacting enterprise priorities and strategies, and leads the establishment of Network and Voice strategies.

• Keeps knowledge base articles and Configuration Management Database (CMDB) current.

• Maintains effective relationships and communications with executives, department heads and other key customers in departmental supported areas.

• Promotes a customer-service oriented support organization.

• Resolves, proactively, issues encountered during and post system implementation, working with all levels of personnel within the organization.

• Evaluates new technologies/software that may provide opportunities for solutions or new applications necessary to accomplish organizational goals, objectives, and strategies.

• Ensures optimization of the team’s resources through effective resource management.

• Complies with change management.

General Responsibilities:

• Performs other duties as assigned

Minimum Qualifications:

Education:  Bachelor’s Degree in Information Technology required. Master's preferred.

Experience: Minimum Seven (7) years progressive IT leadership experience in healthcare information technology or related field. One (1) or more years as a manager or director of network and/or voice services is required. Background in Hospital/Healthcare provider and ambulatory (clinic) environments preferred. Experience in a large, complex, academic health system also preferred.

Licensure/Certifications/Registrations Required: ITIL foundation required or ability to obtain within 36 months of hire. Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) required or obtained within 36 months. Cisco Certified Internetwork Expert (CCIE) written and relevant network security certifications –Certified Information Systems Security Professional (CISSP), Cloud Security Certification (CCSP), or other similar certifications are preferred.

Knowledge, Skills and Abilities:

• Demonstrates a management style that encourages mentorship, teamwork, participation, communication, and service orientation.

• Ability to multi-task and manage complex project tasks

• Ability to think high level (architecture and strategy level) when needed, but also understand and drive the engineering and operations aspects of the team.

• Thorough understanding of Network Services within a healthcare environment.

• OSI Layer 1 (LAN/MAN/WAN) physical layer technologies

• Layer 2 technologies (including Switched VLANs, spanning tree, and WLANs)

• Layer 3 technologies (OSPF and BGP).

• Cisco product lines and capabilities.

• Telecom industry and data network service offerings. Network security technologies (firewalls, VPN concentrators, ACLs, etc.).

• High-level understanding of information security principles and technology.

• Seeks and evaluates emerging technologies and educate business stakeholders on the potential for new technologies to deliver return on investment by enabling business innovation, efficiency, and competitive advantage.

• Ensures service-level requirements are met while upholding all regulatory and compliance standards.

• Empowers the IT team to succeed, assists in removing roadblocks, and coaches the team to high levels of performance.

• Demonstrated ability to elicit, analyze and communicate business requirements from multiple customers across disparate functions.

• Ability to exercise sound judgment and make decisions based on accurate and timely analysis.

• Ability to analyze information, evaluate results to choose the best solutions and solve problems.

• Knowledge of IT Service Management and ITIL key practices and concepts.

• Ability to manage internal IT and outsourced vendors to meet service levels.

• Exhibits strong interpersonal skills, demonstrating the ability to navigate the political landscape of the organization.

• Capacity to deliver on deadlines while contributing to various stakeholders, projects and business relationships at once.

• Ability to work independently or as part of a team and thrive in ambiguity, remain cool-headed with curve balls, and withstand the tests of a dynamic environment with resilience and resolve.

• Exceptional emotional intelligence to help manage complex relationships partners, stakeholders, design, engineering, and leadership.

• Is results oriented, focusing on business value optimization and performance management.

• Strong presentation skills.

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OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.