Manager, IT Applications - CP LIS Implementation & Support

Position Summary

The Manager, IT Applications – CP LIS Implementation & Support is responsible for leading LIS implementation delivery and ongoing application support across Clinical Pathology (CP) workflows at Sonic Healthcare USA (SHUSA). This role owns the operating model for both Application Support (L1/L2) and Implementation (L3/L4) teams, ensuring production stability, successful deployments, go-live readiness, command center coordination, hypercare execution, and transition to steady-state support. The Manager is accountable for CP production support, high-volume throughput, instrument-connected workflow stability, turnaround time performance, and user adoption, while coordinating closely with LIS Configuration & Build, Integration, Infrastructure, Middleware, Billing, QA/Compliance, Operations, Medical Leadership, and vendor partners. This role ensures supported LIS solutions are reliable, scalable, compliant, and aligned to enterprise standards, operational priorities, and regulatory expectations.

Key Responsibilities

• Lead implementation delivery and production support operations for CP LIS applications and workflows.
• Oversee Application Support (L1/L2) and Implementation (L3/L4) teams, including workload prioritization, resource planning, support coverage, and service performance.
• Own end-to-end implementation execution, including project planning, workflow readiness, testing coordination, validation support, cutover planning, go-live command center operations, hypercare, and transition to steady-state support.
• Ensure Level 1 and Level 2 support processes provide timely ticket intake, triage, user communication, incident management, routine issue resolution, and escalation readiness.
• Coordinate Level 3 and Level 4 escalation pathways with Implementation analysts, LIS Configuration & Build, Integration, Infrastructure, Middleware, vendors, and other technical teams.
• Partner with LIS Configuration & Build teams to coordinate required configuration components, including rules, test catalogs, provider/clinic setup, workflow configuration, validation evidence, and release readiness.
• Ensure LIS solutions align to CP workflows including specimen processing, chemistry, hematology, coagulation, urinalysis, microbiology, molecular/CP workflows, send-outs/reference testing, instrument-connected workflows, middleware, autoverification, and result routing.
• Coordinate integration and dependency management across laboratory instruments, middleware, automation lines, EMR/result delivery platforms, billing systems, and downstream reporting tools.
• Monitor operational performance, issue trends, root cause findings, defect patterns, support backlog, go-live readiness risks, and stabilization outcomes.
• Drive continuous improvement in support processes, implementation methodology, documentation quality, escalation models, and knowledge management.
• Collaborate with Operations, QA/Compliance, Billing/RCM, IT Infrastructure, Integration, vendors, and enterprise leadership to resolve issues and ensure successful delivery.
• Ensure compliance with CLIA, CAP, HIPAA, 21 CFR Part 11, internal change control, validation, release management, and documentation expectations.
• Provide leadership, coaching, performance management, role clarity, capacity planning, and professional development for team members.
• Communicate status, risks, dependencies, decisions, and operational impacts to IT Laboratory Operations leadership and cross-functional stakeholders.

Qualifications

• 6–10+ years of experience in LIS systems, healthcare IT, clinical applications, or laboratory operations technology.
• 2–5+ years of leadership, team management, supervisory, or major workstream leadership experience.
• Strong understanding of Clinical Pathology (CP) LIS workflows, including specimen processing, chemistry, hematology, coagulation, urinalysis, microbiology, instrument interfaces, middleware, autoverification, and result routing.
• Experience leading or supporting medium to large-scale implementations, upgrades, go-live events, command center operations, hypercare, production support, and stabilization activities.
• Working knowledge of application support models, incident management, problem management, issue escalation, testing, validation, and transition-to-support processes.
• Knowledge of regulatory and compliance requirements in healthcare or laboratory environments, including CLIA, CAP, HIPAA, 21 CFR Part 11, and validation/documentation expectations.
• Ability to coordinate across technical, operational, vendor, compliance, billing, and leadership stakeholders.
• Strong communication, prioritization, coaching, analytical thinking, troubleshooting, decision-making, and operational leadership skills.

Core Competencies

• Execution Leadership
• Application Support Excellence
• Implementation Delivery
• Operational Stability
• CP Workflow Alignment
• Incident and Escalation Management
• Go-Live and Hypercare Leadership
• Regulatory Compliance
• Cross-Functional Collaboration
• Team Leadership and Development

KPIs and Success Metrics

• Successful implementation delivery on time and within agreed scope.
• Go-live readiness, command center effectiveness, hypercare stabilization, and transition-to-support outcomes.
• Application uptime, support responsiveness, incident resolution performance, and backlog management.
• Reduction in production defects, repeat issues, avoidable escalations, and post-release instability.
• Improved turnaround time (TAT), workflow stability, user satisfaction, and adoption.
• Quality and completeness of validation evidence, support documentation, issue logs, change records, and knowledge transfer materials.
• Successful audit, compliance, and release readiness outcomes.
• Team performance, engagement, development, and workload balance.

Role Impact

This role is critical to maintaining operational continuity and enabling successful transformation of SHUSA’s CP LIS environment. By leading both implementation delivery and application support operations, the Manager helps ensure reliable deployments, effective user support, reduced operational disruption, improved turnaround time, stronger compliance readiness, and sustained laboratory performance. This role also provides the leadership structure needed to separate day-to-day support from advanced implementation work while maintaining clear escalation paths and accountability across the LIS operating model.