Deputy Managing Director, IT Operations

The Deputy Managing Director (DMD) of Operations will oversee the management and operations within the Digital Solutions department as well as the technological infrastructure and strategic platform architecture.

1) The DMD is responsible for the day-to-day operations of digital health solutions, ensuring the smooth and coordinated delivery of programs and services. The role has oversight as assigned by the MD in the following areas: strategy, finance, human resources, portfolio and project management, asset and vendor management and compliance with state and federal privacy and security laws.

2) The DMD is also responsible for ensuring a strong, functional internal and external client satisfaction program, oversight of the organization's incident response program, and ensuring business continuity while driving key projects and managing staff. A key aspect of this role is coordinating with internal and external partners, including UMass Chan IT and Information Security, as well as managing relationships with development partners.

The DMD covers for the MD in their absence.

Operational Oversight: Lead and support the day-to-day operations of the Digital Solutions department, ensuring all functions are operating smoothly, efficiently, effectively and consistent with established standards. This includes ensuring compliance with department standards and goals.

Client Relationship Management: The DMD is the DS leader who is responsible for relationship management with the business units and leaders and when requested, external clients; the senior DS leader for internal clients, focusing on relationship management, The DMD is responsible for ensuring Digital Solutions has embedded a successful client experience program that meets established goals and objectives, including prompt response to requests, established service criteria, implementation of service recovery model, training and mentoring of DS staff as required. Provides oversight and direction to the Business Relationship Manager (BRM) and Business Analyst (BA) team.

Cross-Department Liaison: Serve as the key liaison between Digital Solutions key business units, and external clients to address operations needs and issues.

Liaison with UMass Chan IT/Infosec: Act as the primary liaison between the Digital Solutions department and UMass Chan IT and Information Security teams to ensure alignment on technical strategies, cybersecurity protocols, and compliance with institutional policies.

Incident Response and Business Continuity: Lead efforts in business continuity, incident response and disaster recovery, ensuring swift resolutions and developing protocols for business continuity in case of operational disruptions.

Project Management: Oversee multiple concurrent technology projects, from design to implementation, ensuring that timelines, budgets, and technical specifications are met. Work with cross-functional teams to ensure smooth project execution and communication. Coordinate and lead projects from inception to completion, ensuring that they are delivered on time and within scope. This includes managing resources, timelines, and stakeholder expectations throughout the project lifecycle.

Staff Management: Supervise and mentor department staff, providing guidance, support, and professional development opportunities. Conduct performance evaluations and foster a collaborative work environment. Ensure the DS team is comprised of subject matter expertise to support the day to day and strategic needs of the department and organization.

Contingency and Succession Planning: Work closely with senior leadership on contingency and succession planning, preparing the department for future transitions and maintaining operational stability.

Policy and Process Development: Develop and implement operational policies, processes, and documentation to improve efficiency and effectiveness across the department. In addition, develop policies and procedures related to technology use, security, and data management. Ensure all systems adhere to regulatory requirements and best practices.

Reporting and Communication: Provide regular updates to senior leadership regarding the status of ongoing operations, projects, and incident responses, ensuring transparency and accountability.

A bachelor's degree in computer science, information technology or related discipline. Master's degree preferred. Previous experience in consulting or working in the public sector preferred.
• Significant experience in progressive IT leadership roles is crucial, including 10 years of experience overseeing IT operations, infrastructure and technology projects and leading teams in a highly matrixed organization. Must have a proven track record of successful management of large and complex projects. Familiarity with information security and privacy regulations and program oversight, project management and client satisfaction are preferred.

Preferred Qualifications:

• Lean /Six Sigma Certification preferred