Director, IT Process Development

Reporting to the Chief Information Officer, the Director, IT Process Development, leads the IT process development practices to develop a modernized IT operating model using current best practices. In close coordination with the IT Directors and Managers, the incumbent performs IT process design, planning, implementation and change management, as well as post-implementation support, adherence, monitoring and reporting. The incumbent ensure a successful transition and lasting adoption of these best practices and controls within the infrastructure, operations, services and application development teams. Deeply knowledgeable about the IT Infrastructure Library (ITIL) and IT Service Management frameworks, the Director is responsible for developing and maturing a current, holistic IT service management model that fits with Agile application development and operational practices, and that supports a customer centric, digital business model. The Director evaluates the current and future state IT process development needs, articulates the vision, develops the maturation roadmap, and holds top line responsibility for developing a modern IT framework that meets the needs of Jackson Labs business and research programs. The Director, IT Process Development serves as a peer, close collaborator with the IT Directors for Infrastructure ; Operations, Applications, Research IT, and IT Security as well as with the leaders of the IT Service Desk, Portfolio and Enterprise Architecture functions. The incumbent ensures the processes appropriately integrate with the operational teams and technology. The Director, IT Process Development interfaces with Research Faculty, Business Directors, Site Directors and key Process staff in the business teams in order to design customer-oriented knowledge management programs, and in order to devise reporting based on business outcomes.

This role will be based in either our Farmington, CT or Bar Harbor, ME office with 3 days per week onsite.

Key Responsibilities & Essential Functions:

• The primary responsibility is to develop and successfully implement a modernized, Agile and product oriented framework for IT Service Management best practices. The framework must meet the needs of the service delivery groups, primarily Infrastructure, Operations and Service Desk. The framework also support IT procurement, contracting, project management, and other IT teams. Processes may include service request management, incident management, change management, problem management, availability management and service level management. Responsible for architecting and populating the Configuration Management Database (CMDB), and transitioning ongoing responsibility to operational Directors.

• Develop a deep understanding of the interplay of frameworks such that the service management model supports IT Applications Agile and DevOps methodologies practiced by Agile teams. Serve as a top leader and hands-on contributor to the Agile implementation plan.

• Document processes and perform training.

• Develop an understanding of the business value streams; devise business centric- knowledge bases; and business outcome reporting metrics. Perform analysis of current state and future state. Publish roadmaps. Lead continuous service improvement with stakeholders. Other duties as assigned.

Education, Knowledge, Skills, and Abilities:

• Bachelor's degree in Computer Science or a related field is required; Masters Degree preferred.

• 10+ years of technology operations or IT process development experience required

• Demonstrated experience implementing IT service management practices and policies, and developing service management database systems.

• Demonstrated success managing or leading teams of 10 people or more is desirable.

• Current certification in relevant IT best practice frameworks such as ITIL, ITSM, or Agile Service Management.

• Demonstrated hands on experience with database requirements gathering, selection, configuration and management.

• Demonstrated track record of leading a team where customer experience was a priority.

• Advanced interpersonal skills sufficient for leading change management and developing complex, dynamic relationship with a diverse variety of individuals.

• Demonstrated experience developing and implementing processes to achieve higher departmental performance levels.

• Strong, positive interpersonal and customer relation skills sufficient to allow incumbent to work effectively in a high-profile environment requiring judgment and diplomacy.

• Exceptional organizational and project management skills, including the ability to plan, schedule, and successfully carry out multiple projects at the same time to successful conclusion.

• Solid experience with a broad spectrum of technologies.

• In-depth knowledge of applicable laws and regulations as they relate to IT. (PCI, CLIA, HIPAA, GxP)

• Certification Requirements: Current certification in relevant IT best practice frameworks such as ITIL, ITSM, or Agile Service Management

• Ability to travel up to 15% or less

Pay Range: $157,688 - $277,662 based on total years of related experience

About JAX:

The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California),Japan andChina. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.

Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. For more information, please visitwww.jax.org.

EEO Statement:

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.