Job Description Summary

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Mosaic Health is seeking an Associate Vice President of IT Enterprise Services to own the end-to-end delivery of IT services across the organization. This is the senior technology leader accountable for how every Mosaic employee experiences IT — from their first day onboarding at an acquired practice to day-to-day service desk support, cloud infrastructure reliability, and seamless IT operations across a growing, multi-site health system.

Reporting to the VP/SVP of Information Technology, the AVP leads three Directors: one responsible for the enterprise IT Service Desk (Tier 1 services), one for Cloud Services including cloud strategy and architecture, and one for IT Operations including acquisition integration, network, inventory and asset management, and broader IT operations. Together, this portfolio spans the full IT services lifecycle — from the moment a new location is brought onto the Mosaic network to the ongoing experience of every employee who picks up the phone or submits a ticket.

This role requires a leader who is equally comfortable setting cloud strategy and walking a newly acquired practice through an IT integration. The AVP brings operational rigor, service delivery discipline, and the strategic vision to build a scalable IT services organization capable of supporting Mosaic’s continued growth. Mosaic employees are the end customer — and this leader is ultimately accountable for that experience.

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How will you make an impact & Requirements

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Service Delivery Ownership

• Own the end-to-end IT service delivery experience for all Mosaic Health employees, from first-contact Tier 1 support through infrastructure reliability and operational continuity
• Establish and maintain service delivery standards, SLAs, and KPIs across the service desk, cloud operations, and IT operations domains
• Create a culture of service accountability across the IT enterprise services organization — Mosaic employees are the customer, and their experience is the measure of success
• Drive continuous improvement in service quality, responsiveness, and employee satisfaction across all service touchpoints

Team Leadership & Development

• Lead, develop, and hold accountable three Directors, each responsible for a distinct IT services domain
• Set clear direction, delegate effectively, and create conditions for each Director and their teams to perform at a high level
• Build organizational capability and bench strength across service desk, cloud, and operations functions
• Foster a high-performing team culture grounded in accountability, collaboration, and a shared commitment to the employee experience

Cloud Strategy & Infrastructure

• Partner with the Director of Cloud Services to define and advance Mosaic’s cloud strategy and architecture roadmap
• Ensure cloud investments are aligned to organizational priorities, appropriately governed, and optimized for cost and performance
• Oversee cloud security posture, compliance requirements, and resilience planning in partnership with IT Security
• Champion cloud enablement across Mosaic’s growing portfolio of locations and employee populations

Acquisition Integration

• Serve as the IT services executive accountable for the seamless integration of acquired practices and organizations onto the Mosaic IT environment
• Ensure the IT Operations integrations team is staffed, resourced, and process-equipped to execute acquisitions without disrupting the acquired organization or the broader Mosaic environment
• Partner with corporate development, operations, and clinical leadership to align IT integration timelines with broader acquisition milestones
• Establish repeatable, scalable integration playbooks that improve in quality and efficiency with each acquisition

IT Operations & Infrastructure Reliability

• Ensure network operations, hardware and software environments, and general IT infrastructure are stable, secure, and performant across all Mosaic locations
• Oversee inventory and asset management practices, ensuring accurate tracking and lifecycle management of IT assets across the enterprise
• Maintain operational continuity and disaster recovery readiness across the IT services portfolio
• Drive operational efficiency and cost discipline across the IT services organization

Governance & Strategic Planning

• Establish governance frameworks for IT service management, change control, and operational standards across all three domains
• Partner with VP/SVP IT and peer AVPs to align IT enterprise services strategy with the broader technology and organizational roadmap
• Contribute to IT capital planning, budgeting, and vendor management across the services portfolio
• Represent IT enterprise services in senior leadership and cross-functional forums

Vendor & Partner Management

• Oversee vendor relationships supporting service desk operations, cloud infrastructure, network services, and IT operations
• Ensure vendor performance meets contractual commitments and Mosaic service standards
• Evaluate and negotiate vendor agreements in partnership with procurement and IT leadership

Experience

• 10+ years of progressive IT leadership experience, with at least 5 years in a senior leadership role managing IT service delivery, operations, or infrastructure teams
• Demonstrated experience leading end-to-end IT service delivery in a large, complex, multi-site organization
• Experience managing Directors or equivalent senior technical leaders across multiple IT domains simultaneously
• Proven track record leading IT operations and service delivery in a healthcare or similarly regulated environment
• Experience leading IT integration activity associated with mergers, acquisitions, or organizational growth
• Hands-on experience with cloud strategy, cloud architecture, or cloud operations at an enterprise scale

Preferred Experience

• Experience in a high-growth healthcare organization with an active acquisition or expansion program
• Familiarity with ITSM frameworks (e.g., ITIL) and enterprise service management platforms such as ServiceNow
• Experience managing IT service desk operations across distributed, multi-site employee populations
• Background in network operations, asset lifecycle management, or IT infrastructure in a clinical or healthcare setting

Skills & Competencies

• Strong executive presence and ability to communicate IT service performance and strategy clearly to VP, SVP, and business leadership audiences
• Service-oriented leadership mindset — a genuine orientation toward the employee experience as the measure of IT success
• Ability to lead through Directors: setting direction, delegating with confidence, and holding teams accountable at scale
• Operational discipline with the ability to establish processes, governance, and performance management across a multi-domain team
• Strong judgment in balancing strategic investment with near-term service delivery demands and organizational capacity
• Collaborative partner to HR, Finance, Operations, and clinical leadership on initiatives where IT services intersect with employee experience and organizational growth

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Compensation:

$165,951.00

to

$248,926.00