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Providence Health & Services Director, Service Engineering in Redmond, Washington


Providence St. Joseph Health is calling a Director Service Engineering to our location in Redmond, WA.

We are seeking a Director Service Engineering who will work in partnership with developers, testers, and program managers, (typically early in the development process) to design, operate, grow, and improve large-scale, computer-based services offered to IS, non-IS and clinical caregivers. Their technical skills are on par with their Development, Test, Operations, and Program Management counterparts. This role requires someone to be both a leader and a coach as we bring in a cutting-edge service management mindset and skill set to the organization. It requires a leader to deal with a high degree of ambiguity and drive clear strategy and implementation plans, while bringing the business, fellow IS (Information Management) organizations and the team of Service Engineers all to success. The scope is both broad, across a business unit and deep, in terms of technical, process and continuous improvement required to run and maintain an enterprise wide IS service.

In this position you will have the following responsibilities:

  • Influences the division-wide caregiver and business themes for the service portfolio and leads his or her group to define a service vision.

  • Leads the group to design services that deliver the expected value to the caregiver and business objectives to Providence. Ensures that the service vision and designs that can be iterated and are well-positioned for continued delivery.

  • Anticipates industry and market trends, advises business leaders on new solutions, and consistently defines successful solution/services that help Providence succeed.

  • Guides the creation of conceptual models for service delivery and it's direction that incorporate market, technology, and business trends.

  • Advises business leaders on needed capabilities and technologies, and how to build or acquire them to drive continued future success.

  • Uses a cross-service perspective to lead the planning and design of a service delivery solution that defines tools, hardware, processes, role assignments, dependencies, and documentation, resulting in a complete solution that delivers manageable, supportable, performant, resilient services that meet KPIs.

  • Leads the strategy for the outbound messaging to enable the adoption and support for the solution/service portfolio scenarios.

  • Leads work streams across professions, such as clinical, marketing, finance, and business development to develop the overall business strategy for the solution/service portfolio, and is responsible for a successful business model, value proposition, go-to-market strategy, messaging, support structure, and readiness.

  • Defines the division’s requirements and strategy to ensure Providence stakeholder readiness and the appropriate internal tools, systems, and processes needed to resolve issues and manage information flow, to and from caregiver/partners.

  • Guides the development of the division’s overall content strategy to deliver the appropriate tools, documentation, and communication to drive adoption and enable caregivers to enjoy the full value of Providence solutions.

  • Is the most visible representative and the leading spokesperson for the solution/service portfolio in the ecosystem and is responsible for the overall ecosystem strategy for the solution/service portfolio.

  • Prioritizes work, across the solution/service portfolio, and removes barriers to the organization’s agility to enable teams to shift priorities quickly without losing solutions.

  • Promotes a culture of quality and ensures that the organization’s standards are consistent with the overall solution/service objectives.

  • Makes difficult decisions to meet quality and service delivery and/or shipping goals.

  • Optimizes or transforms the engineering lifecycle for the solution/service portfolio or company to achieve significant engineering system.

  • Promotes a culture of quality and ensures that the standards of the Operations and Engineering teams (including PM, Development, and Test) are consistent with the overall service objectives. Leads Service Engineers in the design of process or technology solutions that identify and resolve service issues, prior to solution release, and enable an on-time release and measurable improvements against KPIs.

  • Provides leadership within the business by developing innovative methods for measuring the caregiver experience and uses this data to identify and drive service and business improvements. Analyzes operational cost data, identifies cost saving efficiencies, and influences the business to adopt these efficiencies across multiple service teams across the division.

  • Builds a diverse team with capabilities needed to achieve current and future business objectives. Balances the development of existing employees while bringing in new external and internal talent. Creates an inclusive work environment where every employee can effectively engage and wants to be part of the team. Provides ongoing feedback that helps direct reports improve their performance. Leverages resources to help employees develop skills and support their career interests.

  • Effectively communicates business strategy and goals and how they align to the team’s work. Plans the team’s work to achieve goals and respond effectively to changing priorities, maintaining team energy and results. Holds the team and individuals accountable for results and recognize appropriately. Partners and collaborates with other teams on related deliverables, and effectively leverages others in relevant work streams. Facilitates an environment of inclusion that leverages diverse perspectives and talent, to better represent and understand our global caregivers.

  • Through behaviors and actions, sets an example and represent Providence values and culture.


Required qualifications for this position include:

  • Bachelor's Degree in Computer Engineering, Computer Science, Mathematics, Engineering or equivalent education/experience.

  • 10 or more years Related experience.

  • 8 years Experience leading technical teams in a complex and fast-moving environment.

  • Strong experience in leveraging the power of data and metrics to drive behavior, process and priority decisions across the team and IS (Information Services).

Preferred qualifications for this position include:

  • Master's Degree in Computer Engineering, Computer Science, Mathematics, Engineering or equivalent education/experience.

  • Experience in a Healthcare environment

About the department you will serve.

Providence Shared Services provides a variety of functional and system support services for our Providence family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Non-Clinical Lead/Supervisor/Manager

Location: Washington-Redmond

Req ID: 317495