Engineer and scale technology infrastructure
Be a technology leader who can creatively scale up our infrastructure without sacrificing flexibility. This includes taking ownership of our “cloud first” strategy, while being smart about how to best allocate vendors, assets, and technology to gain the best balance of function, price, and performance.
Achieve operational excellence in servicing our customers and employees
Set, measure, and manage tiered service levels that are appropriate for our various business objectives with the goal of earning and maintaining the trust of our customer base and employees.
Partner with our Engineering team to improve their capabilities
Partner with Engineering leadership to invent, innovate, and implement platforms that enable better software delivery and play a strategic role in creating the technology that is our business.
Oversee applications that support internal business processes
Evolve and maintain the internal application systems that manage our finances, customer information, and knowledge. Work with stakeholders across the business to understand their needs. Consult internal customers regarding the best use and implementation of technology, specifying and implementing solutions.
Improve and manage the desktop and mobile tools used by our workforce
Ensure that our people have the best tools to do their job, and that we’re constantly improving the systems they rely on.
Protect kCura’s information assets, security, privacy, and integrity
Develop and maintain a robust information security program and process to ensure that our network and internal assets are continually protected, as well as a business continuity plan and process to ensure timely and effective restoration of data and IT services in the event of business interruption.
Lead the IT team
Manage a technology team of 25-30 IT professionals that is responsible for the daily operation and evolution of internal technology infrastructure and applications.
Recruit and develop the best IT talent
Work closely with our HR organization to continually enhance our recruiting, onboarding, and training programs to support the continued growth of our IT organization.
Manage the IT project portfolio, including cross-functional and interdepartmental projects
Manage, in conjunction with other leaders, the project approval and selection process. Ensure that all initiatives in the IT portfolio have clear business goals and success metrics. Monitor and report on the performance of the IT portfolio including actual vs. expected results, budgets and project duration.
Qualifications
Experience managing departments of 20+ professionals
Understanding of strategic and business planning methods, tools, and processes
Knowledge of application architecture and technical infrastructure of information systems.
Experience with the software development industry and process strongly preferred.
Minimum 6+ years of experience in a leadership role in IT customer service
Proven expertise in designing and implementing a successful customer service strategy in a dynamic environment; strong knowledge of modern best practice customer service models and approaches to supporting growing businesses
Ability to address tactical issues in the short-term while maintaining strategic vision for the long-term
Effective team leader who has achieved success working with diverse teams in different environments, leveraging strengths of individuals to deliver superior results
Attributes
Committed to the Organization and Our Core Values
A devoted and passionate leader with the ability to build real value for the business, its employees, and the customers it serves. Committed to embracing kCura’s core values and building the department on them.
Energetic, Aspirational, and Driven
Bright, engaging, and driven with ‘start up’ energy and passion. Must be an outstanding, inspirational leader with the ability to set high but reachable goals, clearly communicate those goals to employees, and infuse the team with a sense of purpose and urgency in attaining those goals. Must have passion for improving the IT function and the entire enterprise, as well as the ability to address tactical issues in the short-term while maintaining strategic vision for the long-term.
A Great Coach, Mentor, and Team Builder
Must demonstrate a proven ability to mentor direct reports and subsequently build and manage a continuously growing/evolving team. Builds an environment where top talent wants to work and surrounds themselves with strongest professionals – hires people who are smarter than him/herself.
Empathetic and Open.
Demonstrates empathy with employees, customers, and team, as well as a proven ability to adapt, build on strengths around them, and relate to others and their environment to accomplish goals and traverse adverse situations.
Organized, Disciplined, and Process Oriented.
Defines priorities and focuses on areas that add value; is adept at designing the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; can see opportunities for collaboration and integration; and most importantly, can simplify complex processes.
Flexible and Detailed “Big Picture” Thinker
Understands the big picture—what the business needs, where it’s going, and how to get us there, but also gets into the details on a technical level. Demonstrates the ability to adjust or change direction as the business environment and technology universe evolves and changes.
An Excellent Communicator.
Excellent interpersonal and communication skills with all kinds of people at all levels inside and outside the organization. Ability to work through conflict, gain trust, and persuasively influence outcomes. Extremely credible in their field—an expert, but also highly aware of any weaknesses or limitations.
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