Assistant Director IT VMO Epic

Montefiore Health System • Plaza, ND

3d • $152,000 - $190,000 • Onsite

About The Position

Montefiore is a leading academic medical center with a long history of innovation and a commitment to improving health outcomes in underserved communities. As Montefiore transitions to a data-driven and tech-enabled care delivery model, the Vendor Management Organization (VMO) plays a crucial role in managing critical managed services vendor relationships within the IT organization. The Assistant Director, IT Vendor Management Tower Lead is responsible for fostering strong partnerships with key vendors and internal customers, ensuring a deep understanding of their critical business needs. This role will focus on enhancing and optimizing processes and workflows between Montefiore and its contracted vendors. Additionally, the position will hold vendors accountable for contracted performance expectations to ensure high-quality service delivery and financial compliance with IT contracts. This role specifically manages vendors for the Epic system and related applications supporting Epic. The position requires substantial experience in managing managed-services relationships, contracts, and Service Level Agreements (SLAs) within an enterprise healthcare organization, along with a strong understanding of the processes and applications supporting the service area.

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.
• Highly knowledgeable in IT services (e.g., app development, app support, enhancement, quality assurance, infrastructure, end-user services).
• Advance knowledge in data analytics and data interpretation.
• 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.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Oversee the vendor management process, including supervision and monitoring of IT Division vendor performance.
• Incorporate business priorities and service-specific needs for the responsible IT service area (e.g., Epic training, app support, enhancement, project work, infrastructure, end-user services, service desk).
• Ensure processes are in place to monitor vendor performance against SLAs and key contract provisions; establish processes for vendor performance reporting and issue resolution.
• Collaborate with the IT vendor management team, stakeholders, and vendors to determine key vendor performance management metrics (e.g., KPIs, productivity, quality, time, innovation, cost, user experience, security, etc.).
• Oversee management of service-specific vendor performance based on established metrics.
• Work with key customer stakeholders and vendors to manage service-specific scope.
• Collaborate with the IT vendor management team, stakeholders, and vendors to create and maintain a high-quality standardized service catalog with clear service definitions.
• Review and address vendor performance, budget, and escalation reports.
• Collaborate with the IT vendor management team, stakeholders, and vendors to identify and execute continuous improvement plans (e.g., automation/innovation projects and initiatives).
• Plan for future add-on services based on business need and Return on Investment.
• Participate in RFP activities.
• Monitor and evaluate vendor performance and compliance with SLAs, contract guidelines, regulations, disaster recovery, and business continuity protocols and requirements.
• Translate and communicate Service Area’s business needs into service-specific IT requirements.
• Detect, evaluate, and escalate vendor service delivery issues.
• Resolve problems at the operational level.
• Work with Business Owners to develop and document Statements of Work (SOW) that support the outsourcing arrangement.
• Oversee the demand routing and resolution process.
• Develop, cultivate, optimize, and manage relationships with vendors and internal stakeholders.

Benefits

• An assortment of insurance products and discount programs through Voluntary Benefits.
• Comprehensive benefits available to you when you join our outstanding team!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager