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Kaiser Permanente Executive Director, Digital Application Services in Atlanta, Georgia

Reporting to the Vice President, Application & Resiliency Services (ARS), this position is responsible for the operational performance of all KP digital applications supported by Kaiser Permanente IT (KPIT). This position is also accountable and responsible for the strategic direction and execution of national IT Monitoring Strategy.

This position will serve as the Digital Application Services leader and point of engagement across the IT organization and the business for support of digital applications.

This position works closely with the delivery groups across IT to plan and prepare for new digital applications to support, as needed. This includes aligning delivery to the strategic direction of IT regarding DevOps/DevSecOps and Reliability Engineering.

In partnership with the other IT groups, this position defines the Monitoring Strategy for KPIT. These strategies are supported by multi-year execution plans, capital plans and business case(s). This must be achieved through considerable collaboration and input with key stakeholders, reflecting their business priorities.

This position combines both technical and social intelligence, creativity and innovation with experience in application support services development, DevOps, and implementations within a large and complex multi-regional environment. S/he must be able to communicate technical subjects to both IT and business-centric audiences. The incumbent in this role is required to operate under a high degree of autonomy across the enterprise and must be able to demonstrate the ability to influence (vs. control) outcomes favorably to deliver results.

This position oversees a core annual budget of $10M - $15M which includes both operational costs as well as improvement projects. Digital Application support staff are geographically dispersed, located in multiple sites across the United States and in outsourced/managed facilities. The incumbent must provide the leadership and creativity to manage a highly effective organization that delivers improved levels of operational excellence over time.

Essential Responsibilities:

  • This position has end-to-end management for the operational support of all Digital applications serving the business of KP, include web, mobile and intranet applications.

  • Additionally, it manages project delivery in partnership with several support groups within KPIT to continually improve the application operations environment - IT Operations and the Technology Risk Office (TRO). This role must provide a reliable experience to serve our members, clinicians and businesses in support of the KP Mission.

  • Provide an always reliable, expertly supported application production environment for Digital Applications that serves our members, clinicians and business

  • Ensure that KP Digital Applications perform as expected, inspiring trust in Kaiser Permanente and which reinforces KP's industry leadership

  • Drive greater levels of efficiency and optimization of Digital Application Support services that drives cost reduction

  • Ensure application outages are resolved quickly with minimal impact to the business

  • Provide enhanced transparency of the application support operations

  • Develop and maintain a high-performance leadership team by providing motivation, leadership, and professional development

  • Develop and maintain a high level of employee engagement across their teams

  • Lead and drive DevOps/DevSecOps development, including Reliability Engineering

  • Create new resource capacity and economies of scale to accommodate KP-s business growth

  • Drive value and operational performance measurement through the development and delivery of quality services, strong performance planning and tracking, quantifiable benefit realization, and alignment of shared service processes and objectives

  • Meet and exceed key performance metrics in the areas of system availability, problem/incident/change management, mean time between failures, mean time to restore, and cost savings

  • Improve resiliency of the Digital Application operational environment through effective root cause analysis and resolution, to reduce the number of application outages over time, and ultimately be able to prevent outages and/or correct them before felt by the business

  • Ensure the recovery time of an outage is minimized to prevent negative business impact and improve system availability

  • Streamline and standardize processes which enable IT to move at greater speed and with better quality

  • Drive continual improvements which improve the efficiency of the Digital Application support environment while building resource capacity to absorb additional application services over time

  • Define a holistic resource strategy which ensures the right resources with the right skills are applied to the Digital Application support services. This resource strategy must account for employees and preferred suppliers, as well as the location where services will be provided from

  • Provide strategic thinking and thought leadership to IT Operations regarding Monitoring

  • Negotiate and manage service-level-agreements (SLAs), measurement, metrics, and performance reporting

  • Lead IT planning, forecasting, and capital funding processes for Digital Application Services

Basic Qualifications:


  • Minimum ten (10) years of progressively responsible roles in IT and/or health care IT business, including several years at an executive level or above at the corporate group or business unit level.


  • Bachelor-s degree or a minimum four (4) years of experience in a directly related field.

  • High School Diploma OR General Education Development (GED) required.

License, Certification, Registration

  • N/A

Additional Requirements:

  • The individual must have demonstrated success in working in highly-matrixed, program/product development areas. Individual must demonstrate leading a team to quickly handle critical production issues - collaborating across multiple organizations to resolve issue and able to report issue to an Executive audience.

  • Demonstrated strong results and customer focus are required. Previous experience growing and developing high performing teams that are geographically dispersed.

  • The successful candidate will be a proven, creative individual who leads by example through strong personal leadership and conviction, possesses consensus-building skills, and demonstrates a true team orientation. S/He will be a strong team player willing to partner and engage with other IT Organizations to deliver substantive, business value-add to the operations.

Preferred Qualifications:

  • Prefer Advanced degree, MBA, MS.

Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.


TITLE: Executive Director, Digital Application Services

LOCATION: Atlanta, Georgia


External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.