Sr. Manager, Engineering Service Delivery

About the Role

Assists the Director or Vice President by performing a broad scope of functions spanning multiple applications (and/or complex applications encompassing multiple and complex customer relationships related to the portfolio of applications being managed). Makes complex, well thought out recommendations while handling complex, multifaceted issues. Coordinates across multiple teams to provide a consistent single message. Manages full product lifecycle, from inception/charter to sunset; oversees growth of multiple, related applications while maintaining the quality of the product, and assumes full accountability for applications. Provides leadership and direction over leaders such as managers, senior analysts, or architects.

Responsibilities

• Manages all aspects of application support and customer service level expectations; adheres to service quality guidelines and metrics, holding all team members accountable for optimal service quality.
• Assists management with supporting/cascading the ITS strategic vision, ensuring team members understand their relationship to the objectives, and meeting established objectives.
• Manages and ensures all project implementation and deliverables are in accordance with PMO methodology; assumes full accountability for project manager deliverables.
• Manages and assigns leader resources to project and support initiatives based on system priorities within a matrix work environment.
• Coordinates initiatives across multiple teams for optimal user experience and in support of organizational outcomes; incorporates best practice workflows into user experience.
• Ensures all team members adhere to established service quality guidelines; completes just culture root cause investigations for significant events within specified timelines and reviews root cause documents for supported applications.
• Develops training and skill development plans to enhance expertise in programming, technical, and business analysis skills; maximizes cross-training opportunities for efficient staff utilization.
• Establishes and recommends required training standards for application support staff, team leaders, and managers; may oversee colleague learning opportunities to achieve positive outcomes.
• Provides oversight and direction for resource planning and management; recommends optimal organizational structures and manages team structure to support the ITS model.
• Evaluates manager and team lead performance; monitors and reviews performance evaluations, hiring decisions, and staff performance-related decisions.
• Contributes to department initiatives supporting ITS strategy map objectives; ensures team members understand their role in meeting these objectives.
• Develops and institutes process standards for management of responsibilities to ensure consistency in performance; ensures compliance with System Office and department policies and procedures.
• Leads key customer meetings, engagements, and communication; develops and maintains strong rapport with client department leadership across the system.
• May develop and maintain methodology for advanced optimization and consulting engagements; develops and distributes roll-up status reports as required.
• Acts as an escalation point for issues requiring coordination with or escalation to leadership; may work with RHMs, System Office, and vendors to ensure defined outcomes are realized.
• Develops and maintains ongoing communication with customers, managers, and staff regarding new product functionality, regulatory and vendor updates, and product standardization opportunities.
• Maintains synchronization with core cluster projects; oversees, monitors, and communicates smooth transitions from project to support to minimize client impact.
• Develops and manages service level agreements; monitors quarterly customer service metrics and implements changes to achieve metric goals.
• Acts as escalation point for issues requiring coordination with or escalation to management, physicians, or vendors; provides recommended solutions as appropriate.
• Serves as senior point of escalation for multiple teams; responsible for on-call triage and management escalation.
• May partner with UCO to identify areas requiring additional process evaluation and re-training; organizes development of advanced training plans to address clinician needs and evaluates outcomes.
• Monitors and approves enhancement requests and support work orders outside of basic support services; evaluates applications and technical systems to improve client effectiveness and operational efficiencies.
• May work with RHM regarding system evaluation to gain understanding of application usage and adoption; facilitates optimization events and develops advanced learning plans based on findings.
• Oversees budget development, management, and reconciliation; assists with roll-up budget management and reconciliation as needed.
• Utilizes the ITS resource planning tool for effective and efficient resource management; responsible for contracting supplemental resources and managing the purchase/invoice process.
• Oversees and monitors vendor management of applicable applications; assists in contract negotiations.
• Maintains working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health Corporate Integrity Program, Code of Ethics, and other policies to ensure adherence.

Requirements

• Comprehensive knowledge of information systems, including application software architecture and basic knowledge of hardware architecture and operating environments, typically obtained through a Bachelor’s degree and five (5) years of experience or equivalent combination of education and work experience.
• Minimum of three (3) years of progressive management experience and four (4) years of IT experience.
• Considerable client management knowledge and experience to manage full product lifecycle from inception to sunset.
• Five (5) years minimum experience performing IT support responsibilities.
• Extensive project management experience with ability to apply appropriate project management methodology.
• Extensive knowledge and experience in developing and managing project budgets, day-to-day operations, and staffing needs.
• Broad knowledge of healthcare processes and data linkages across clinical, financial, and patient administrative areas.
• Knowledge of multiple technical applications and systems in an integrated work environment.
• Demonstrated superior communication (verbal and written), human relations, management, and presentation skills.
• Experience in planning (e.g., process improvement, desired application functionality, organizational structures).
• Strong analytical, organizational, and group process skills; strong project facilitation skills and ability to lead meetings with diverse member interests.
• Extensive knowledge of multiple technologies and experience with applications and systems in an integrated work environment.
• Comfortable operating in a collaborative, shared leadership environment.
• Personal presence characterized by honesty, integrity, and caring; ability to inspire and motivate others to promote Trinity Health’s philosophy, mission, vision, goals, and values.

Physical and Mental Requirements

• Operates in a typical office environment (well-lit, temperature-controlled, and hazard-free).
• Frequent communication (in person and via telephone) with individuals across multiple locations on technical issues.
• Manual dexterity required for keyboard operation; hearing required for extensive telephone and in-person communications.
• Ability to concentrate, meet deadlines, work on multiple projects simultaneously, and adapt to interruptions.
• Capable of traveling to various Trinity Health sites (up to 20%) as needed.
• Provides 24x7x365 support; must be able to set and organize own work priorities and adapt to frequent changes.