Senior Director of Solutions Support & Services Job in Hartford, Connecticut US
The Senior Director of Solutions Support Services (SSS) is responsible for the ongoing maintenance and asset management of a broad set of mission-critical applications. The Senior Director is aligned at the relationship level with a key application development senior leader (ADG) and also aligned with key operational leaders in the Office of the CIO. Finally, the person in this position has a direct relationship with several key, senior management leaders within the business relative to the availability, stability and reliability of the applications within their scope. Building, maintaining and leveraging relationships across these various constituencies, is a key responsibility of the Senior Director.
In addition to providing direction to a staff of 2 to 4 SSS directions and 2 to 4 SSS managers, the person in this position is responsible for executing tactical plans in support of the 5-year strategy of the SSS organization. As a Senior Director, responsibility includes direct ownership and accountability for at least one major initiative within the strategic plan. The person in this position will be responsible for a staff of 200 to 350 people with budgetary responsibility in the $50M to $100M range. The Senior Director is also responsible for optimizing a blended labor rate which maximizes the use of offshore resources and, in particular, resources within the UHG IT facilities in India and Manila.
Specifically, the Senior Director will:
- Provide direction to 2 to 4 SSS Directors and 2 to 4 SSS Managers.
- Ensure that all key operational goals and business SLAs are met on all in-scope applications
- Provide summary-level communication on status of all in-scope applications to all constituencies
- Work with the Operations function within the Office of the CIO, connect with relevant business leaders on metrics that matter to their operation and agree upon at least one annual improvement goal where the improvement work is within the scope of the SSS charter.
- Ensure that all objectives are met on all key UHGIT-wide improvement engagements (e.g. PLM upgrades, single-sign on, reduced testing cost, lower total cost to business for application maintenance)
- Manage a budget of $50M to $100M including plans, forecasts, monitoring and holding Service Managers and Service Directors accountable for their share of the budget.
- Manage a mix of onshore and offshore resources in ways that drives the lowest possible blended labor rates. Lead the efforts that are necessary to achieve an optimized blended rate.
- Work with the Operations function of the Office of the CIO on all critical incidents and all major remediation efforts. Ensure that they, as well as senior business leaders, are periodically informed of root cause and remediation on all high-priority, business-impacting incidents (i.e. problem ticket resolution).
- Function as the single point of contact and the overall facilitator when quality breaks occur. Ensure that all necessary parties are engaged and drive the recovery and remediation activities to successful conclusion.
- For chronically underperforming applications, act as the key liaison between the business and the Office of the CIO on the one hand and Applications Development and Infrastructure Services on the other.
- Work with application owners and business partners to manage priorities and to deal with issue resolution on all remediation activities.
- For releases containing in-scope application changes, function as the gatekeeper relative to the readiness of the release for promotion to production. Where the judgment of the Senior Director is "no-go:, facilitate the discussions with all parties on measures to be taken to ensure a successful release.
- Sponsor, implement and manage process and productivity improvement programs and preventive maintenance initiatives related to all in-scope applications.
- This person in this positon may be assigned to ad hoc special projects from time to time. These projects may be technical in nature (e.g. 24x7 system availability) or non-technical (participating as a mentor in a formal mentoring program).
- Undergraduate degree or equivalent experience.
- Minimum of 8 years of technical management experience. Should be familiar with all ITIL-based application maintenance processes.
- Minimum of 5 years of application maintenance experience
- Experience supervising technical managers and directors
- Experience in managing a multi-million budget and a staff of 200+.
- Demonstrated strategic leadership of technical solutions
- Strong leadership skills.
- Strong written and verbal communication skills with experience in presenting complex and critical issues to senior management
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