Assistant Director IT Vendor Management Organization: Epic

About the role

The Assistant Director, IT Vendor Management Tower Lead is responsible for developing strong partnerships with key vendors and internal customers, ensuring they understand their critical business needs. This role contributes to enhancing and optimizing processes and workflows between Montefiore and contracted vendors, holding vendors accountable for contracted performance expectations, and managing vendors for the Epic system and other applications.

Responsibilities

• Develop and maintain strong partnerships with key vendors and internal customers
• Oversee the vendor management process including supervision and monitoring of IT Division vendor performance
• Incorporate business priorities and service-specific needs for the IT service area
• Ensure processes are in place to monitor vendor performance against Service Level Agreements and key contract provisions
• Create and maintain high-quality standardized service catalog with clear service definitions
• Monitor and address vendor performance, budget, and escalation reports
• Identify and execute continuous improvement plans (e.g., automation, innovation projects)
• Plan for future add-on services based on business need and Return on Investment
• Maintain and manage relationships with vendors and internal stakeholders
• Translate and communicate Service Area's business needs into service-specific IT requirements
• Resolve vendor service delivery issues at the operational level
• Design and solve for metrics across quality, productivity, user experience, innovation, cost, etc.
• Build trust-based relationships with senior management across IT, businesses, vendors, and other stakeholders
• Communicate effectively with vendors and business leaders

Requirements

• A minimum of 5 years of experience managing vendor relationships in an outsourced/managed services health care environment
• Understanding of Epic modules and functions
• Advanced knowledge in IT services (e.g., app development, app support, enhancement, quality assurance, infrastructure, end-user services)
• Expertise in managing challenging vendor situations with understanding of people dynamics and escalation procedures
• Understanding and experience of service scope, SLAs and their business implications, aptitude to ensure adherence, and recommend and implement changes to service catalog as per overall business requirements
• Previous experience driving operational and financial management and reporting, ability to design and solve for metrics across quality, productivity, user experience, innovation, cost, etc.
• Excellent quantitative, analytical, organizational, and project management skills
• Proven ability to build trust-based relationships with senior management across IT, businesses, vendors, and other stakeholders
• Superior communication, negotiation, and influencing skills
• Experience in relationship building, managing projects, and working as a Lead to independently manage complex work
• Excellent communication skills to interact with vendors and business leaders
• Organizational and leadership skills