IS Director- Continuous Improvement & Operational Excellence

Job Locations US-WI-Milwaukee | US-IN-Indianapolis
Information Technology
Position Type
Full Time


Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

Position Summary

Reporting to the CIO and Vice President, Information Services, partnering with the IS management team and the Versiti Quality department, this position takes a leadership role and accountability for developing, maintaining and administering the IS quality and compliance program. This critical role acts as a focal point for excellence in product and service delivery and change/release controls to IS internal/external customers. The Director, Operational Excellence ensures documented policies, standard operating procedures and practices are followed, and IS is compliant with regulations and standards– protecting Versiti's right to do business. This position acts as the point of contact for regulatory and customer audits, champions continuous improvement, facilitates critical incident reviews, and oversees IS key performance indicators, service level agreements, and the IS service catalogue.


  • Strategy and Planning *Participates in and helps develop the IS long-range and annual business plans *Sets short, mid, and long-term direction for IS operational excellence, anticipating needs and changes based on changing Versiti strategies, and regulatory/compliance environment
  • Service Management *Facilitates and drives IS department service level agreements and key performance indicators, helping ensure IS and IS leadership are anticipating and meeting service line needs *Leads IS monthly and quarterly quality reviews *Acts as a consultant or obtains needing outside expertise to advise and guide IS quality, regulatory, and compliance direction *Takes a leadership role with IS management in maintaining the departments intranet site, and on-line service catalogue *Partnering with the CIO and IS leadership, conduct routine pulse surveys regarding IS performance and service delivery *Serves as liaison between the department/function, other departments/functions of Versiti, and outside vendors, customers, and organizations; consistently promoting a positive employee and public relations image of department/function and Versiti.
  • Quality Management *Develops, maintains, and monitors the IS quality system to ensure adherence to accrediting agency standards and compliance with federal and state regulations, as well as industry standards/best practices. Ensures the IS quality system clearly aligns with Versiti corporate Quality. *Develops and executes an internal IS audit plan, and acts as the point of contact for external audits and assessments, including close out activities. *Participates in and supports the organization’s corrective action/preventative action system; ensures IS Operational Excellence team and IS provide courteous, timely, and accurate response and follow up and closure of noted items *Champions continuous improvement *Partnering with IS leadership and Versiti Quality, ensures IS SOPs are kept up to date *Assumes responsibility in partnership with the IS leadership team for ITIL Problem and Change/Release Management *Oversees and directs all aspects of formal departmental training functions to assure incumbent and new staff are competent in all job-related tasks.
  • Human Resource Management *Accountable for human resource management in areas of responsibility to include hiring, discipline, and termination in collaboration with Human Resources and in compliance with administrative policy. *Values staff development and sets long-range direction; encourages cross-functional training and technical learning. *Prepares and conducts performance evaluations for staff. *Manages the activities of the department staff to leverage skills and competencies; prioritizes and allocates resources based on the Versiti and IS strategic plans. *Conducts scheduled status meetings with staff; demonstrates and expects open, productive communication. *Sets philosophy and expectations of staff, ensuring the function delivers expected results within Versiti's misison, vision, and values *Identifies development needs and appropriate resources (internal and external) for potential leaders to support the succession planning process of the department.
  • Financial Management *Participates in IS budget planning. *Monitors and analyzes the financial performance to plan including scheduling and tracking actualities to budgeted time and expenses; reports variances to Vice President of Information Services and Finance. *Offers recommendations for updating outdated systems, techniques and procedures; provides business case justifications for updating technology using cost/benefit and ROI analyses for IS spending and business initiatives.
  • General Duties *Maintain required records, reports, and files as relevant to areas of responsibility, including vendor documentation; manages IS Central files. *Helps coordinate external/contract resources (e.g. tech writers, expert consultants) as needed to support/augment operational excellence team needs.
  • Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
  • Understands and performs in accordance with all applicable regulatory and compliance requirements
  • Complies with all standard operating policies and procedures



  • Bachelor's Degree information systems, business administration, computer science or similar area from an accredited college or university required
  • Master's Degree Business Administration or related area preferred


  • 4-6 years progressive leadership in information technology quality at the senior manager or director level required
  • 4-6 years demonstrated leadership in an IT organization using structured infrastructure management practices required
  • 1-3 years demonstrated experience or participation in formal continuous improvement activities desired

Knowledge, Skills and Abilities

  • Ability to interact at all levels of an organization using well developed oral and written communication skills and self-awareness. required
  • Flexible and adaptable in a dynamic and complex environment. Comfortable with navigating ambiguity and situationally coaching/leading team members. required
  • Knowledge and understanding of accrediting agency standards, federal regulatory environment in a healthcare environment. required
  • Excellent listening and critical thinking skills, with mental athleticism to switch perspective preferred
  • Ability to direct and coordinate cross-functional teams, lead beyond function desired
  • Willingness to act as a player/coach when required. required
  • Work effectively as a team member, but unafraid to constructively question and offer helpful alternative solutions/ideas. preferred
  • Solid working knowledge of an information technology organization required

Licenses and Certifications

  • Certification from ASQ (American Society for Quality) or other formal quality coursework/certification required
  • Information Technology Infrastructure Library (ITIL) , with service, problem, change/release management certifications preferred
  • Green Belt or other continuous improvement/lean certification desired
  • Certified Project Management Professional (PMP)-PMI desired

Tools and Technology

  • Personal Computer (desktop, laptop, tablet) required
  • General office equipment (computer, printer, fax, copy machine) required
  • Microsoft Suite (Word, Excel, PowerPoint) required
  • Electronic Quality System (eQMS) - Document Management, CAPA, LMS required
  • IS Service Desk/Ticketing and Change Control Systems preferred







Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply? Connect with us for general consideration.