Vice President, Technology Operations & Delivery

Vice President, Technology Operations & Delivery

Reports to: Chief Information, Data & AI Officer

Location: United States, remote or hybrid, with travel to New York, Grenada and Rocky Vista

Business: Medforth Global Education, including St. George's University and Rocky Vista University

Status: Full-time, exempt

Position summary

Medforth Global Education supports St. George's University and Rocky Vista University through a technology organization spanning infrastructure and network, security and cyber, support services, and information systems. As the institution grows, so does the need to operate these as one connected service, with consistent standards, clear priorities and dependable delivery.

This role leads that work. It is accountable for the performance and consistency of technology services across the enterprise, and for delivering its highest-priority technology programs. It suits a leader who brings operating discipline and who earns influence across an experienced leadership team.

Key responsibilities

• Own technology service management across all functions, covering incident, problem and change, with a consistent standard for how issues are triaged, resolved and prevented.

• Lead problem management across the estate, working with the VP, Infrastructure & Network and other functional leaders to address recurring issues at root cause and track remediation to closure.

• Own delivery of of the technology portfolio, spanning major platform implementations and digital initiatives. Measured on business outcomes rather than on go-live dates.

• Chair the weekly technology operating review, with all functions reporting service and delivery status into one forum.

• Own vendor and implementation partner performance, including scoping, selection, acceptance criteria and total cost of ownership.

• Define and enforce the operational readiness standard any new capability must meet before it reaches production.

• Build a proactive operating rhythm, with a planned delivery cadence and a published roadmap the business can plan against.

• Assess service performance and delivery within the first 90 days and recommend an operating model.

Scope

The role carries defined authority across the technology functions to set service standards, convene root cause reviews, sequence the delivery portfolio and approve operational readiness. Infrastructure and network engineering, cyber security, and IT support services remain with their respective leaders, and the role is expected to work through shared standards and evidence.

Team structure and direct reports will be confirmed over time, and are expected to evolve as the operating model is finalized.

Required qualifications

• Twelve or more years in technology, including at least five leading operations or program delivery at scale

• Demonstrated ownership of IT service management, covering incident, problem and change

• Track record of improving service reliability through structured problem management, with evidence of sustained results

• Accountability for delivery of a large enterprise program, ideally a CRM, ERP or comparable platform

• Substantive experience managing systems integrators and software vendors, including commercial negotiation

• Ability to drive outcomes through influence across peer leaders rather than through reporting lines

• Experience leading teams and operations across multiple countries and time zones

Preferred qualifications

• Experience in higher education, healthcare or another regulated and accredited environment

• Formal grounding in ITIL or an equivalent service management framework

• Experience operating in a private equity backed organization

First-year objectives

• Within 90 days, an assessment of service performance and delivery, with a recommended operating model

• Within 90 days, a single technology operating review running, with consistent reporting across all functions

• Within 120 days, a problem management process in place and a remediation plan agreed for the most significant recurring issues

• Within 12 months, measurable improvement in service reliability and delivery predictability against an established baseline

We Are

· Student Centric: We approach every task with a focus on supporting our students to achieve their lifelong learning goals in a safe, vibrant and welcoming environment.

· A Global Community: We are one team with an international outlook welcoming the strength in our diversity and the value each of us brings to what we do.

· Accountable: We take responsibility for our actions by being responsive, resourceful and respectful in delivering on our commitments with integrity and the highest ethical standards.

· Collaborative: We support and empower one another through open communications, cooperation, sharing knowledge and taking time to always listen and show we care.

· Committed to Excellence: We take pride in our ongoing pursuit for continuous improvement through creativity, rigor and best practices to produce meaningful outcomes.

About University Support Services, LLC
University Support Services LLC (USS) is an affiliate of St. George's University (SGU), a leading provider of international medical education. SGU students and faculty come from 151 countries to the island of Grenada, located in the West Indies. Our purpose is to support SGU to deliver best in class education for all SGU students. We put a special focus on the growing global need for diverse high-quality medical and healthcare professionals. USS is pivotal in positioning SGU as a premiere medical degree institute through its student-facing as well as functional support teams.

USS is an equal opportunity employer. As such, it is company policy to fill positions with qualified candidates regardless of race, color, sex (including sexual orientation and gender presentation), age, religion, ancestry, national origin, citizenship status, pregnancy, marital status, medical condition, genetic information, disability, status in the Uniformed Services of the United States (including veteran status) or status as a victim of domestic violence, except where there is a bona fide occupational qualification. This policy protects applicants and employees from discrimination in the hiring process.