System Director, Strategic Delivery and Digital Solutions

Baystate Health, a nationally recognized leader in healthcare quality and safety, is seeking an experienced Director of Strategic Delivery & Digital Solutions to provide senior leadership across a portfolio of functions supporting the organization's digital transformation strategy in Springfield, MA.

RESPONSIBILITIES: Reporting to the Vice President Digital Transformation Officer, this leader will help advance digital solutions that improve patient access, engagement, and experience while strengthening technology operations and enterprise execution.

This is an opportunity to work closely with clinical, operational, financial, and technology leaders to turn strategic priorities into measurable results. The Director will oversee digital capabilities, strategic vendor partnerships, IT procurement, budget operations, and technology value realization—ensuring investments are aligned, sustainable, and delivering meaningful value.

• Advance Digital Solutions: Provide leadership for digital front door capabilities, patient access technologies, contact center platforms, research-related digital solutions, and consumer engagement platforms.
• Optimize the Patient Experience: Ensure digital solutions are reliable, secure, integrated, and continuously improved to support patient access, engagement, operational efficiency, and team member effectiveness.
• Lead Strategic Partnerships: Manage relationships with third-party vendors, managed service providers, community partners, and other external organizations, establishing clear expectations, performance measures, and accountability.
• Strengthen Vendor Performance: Monitor service levels, financial performance, risk, and customer experience while driving improvements and informing contract renewal and sourcing decisions.
• Oversee IT Procurement: Partner with Supply Chain, Finance, Legal, Information Security, and technology leaders to strengthen sourcing, purchasing, contracting, renewals, and vendor management processes.
• Manage Technology Financial Operations: Oversee IT budget development, operating and capital planning, forecasting, variance reporting, and financial reporting across IT cost centers.
• Drive Technology Value Realization: Establish measurable outcomes for technology investments, track results against business cases, and identify opportunities to improve financial and operational value.
• Provide Executive Insights: Deliver reporting and recommendations on digital performance, vendor relationships, procurement, technology spending, and investment outcomes.
• Promote Enterprise Governance: Ensure initiatives align with established technology intake, architecture, cybersecurity, portfolio, service management, and change management standards.
• Build and Develop Teams: Recruit, coach, and develop leaders and team members while fostering accountability, collaboration, continuous learning, and service excellence.
• Continuously Improve: Use performance data, stakeholder feedback, financial insights, and industry practices to strengthen digital delivery and technology operations.

SCHEDULE:

• Full-time
• Monday through Friday

LOCATION:

• 1 Monarch Place
• Springfield, MA
• Hybrid work opportunity – 1-2 times a month on-site required depending on priorities
• Candidate must live in approved remote state – AZ, CT, FL, GA, KS ,MD, MA, MI, MS, NH, NC, OH, PA, RI, SC, TN, TX, VT

QUALIFICATIONS:

• Bachelor's degree, required
• Master's degree in business administration, healthcare administration, information technology, engineering, health informatics, or a related field, preferred
• 10+ years of progressive experience in healthcare technology, digital solutions, technology operations, strategic vendor management, IT financial management, enterprise program delivery, consulting, or a related discipline, required
• At least 5 years of leadership experience with accountability for complex, cross-functional technology capabilities or services.
• Experience leading digital front door or patient access technology, contact center platforms, strategic vendor or managed service provider relationships, IT procurement, technology financial operations, and/or value realization.
• Experience within a large healthcare organization or similarly complex environment.
• Demonstrated success managing senior stakeholders, third-party partners, technology investments, and multifunctional teams.

Education:

Certifications:

Compensation

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum - Midpoint - Maximum

Equal Employment Opportunity Employer

About Us

About Baystate Health

Baystate Health is a not-for-profit, integrated healthcare system with hospitals, physician practices, a health plan and more serving over 800,000 people throughout western New England. Baystate Health is the safety net provider in Western Massachusetts. With roots dating to the founding of Springfield Hospital in 1883, Baystate Health has been providing high-quality, compassionate and accessible care in the Pioneer Valley for more than 140 years and continues to be a pillar of its community - rooted here, serving here, and helping generations thrive here. With a focus on advancing health for all, Baystate is not only a keystone of the region, it is a national leader in health care. Learn more at BaystateHealth.Org

The ever-growing health system includes six Massachusetts hospitals:

• Baystate Medical Center in Springfield
• Baystate Children’s Hospital (located at Baystate Medical Center)
• Baystate Franklin Medical Center in Greenfield
• Baystate Wing Hospital in Palmer
• Baystate Noble Hospital in Westfield
• Baystate Mercy Hospital in Springfield