Director - Epic Application Management

Nordic Healthcare Group (NHG)

About The Position

The Director of Operations, Managed Services directs and coordinates operations between Nordic’s Managed Services team and other internal departments, and supports Managed Services leadership in coordinating work across functions. The role is the primary Managed Services contact for Nordic’s shared services teams, helping prioritize and complete key projects, develop tools and methodologies, and create and monitor internal processes that support operational success. The Director also serves on the Managed Services leadership team. The position leads and develops the Managed Services Operations team, oversees operational initiatives, and champions Managed Services in projects and matters involving other business units and shared services. It works across departments to improve communication, operational efficiency, quality, and outcomes for clients and team members. The role also partners with Finance on financial reporting, including P&L, and guides IT on service-level agreements, business-unit reporting, and operations infrastructure. Travel may be up to 10% of the time.

Requirements

Bachelor’s degree or equivalent experience.
At least 3 years of practical business experience working directly with shared services departments in an organization.
Experience in continuous process improvement.
Strong analytical skills and ability to use data to drive decisions and improve outcomes.
Ability to work effectively with all organizational levels and with diverse candidates, consultants, and client bases.
Ability to adapt quickly to changes, adjust approaches to lead change, and react well under pressure.
Strong attention to detail and ability to manage multiple priorities while meeting deadlines.
Must demonstrate and embody Nordic’s maxims.
Excellent written and verbal communication skills.
Ability to work independently and as part of a team.
Proficiency with Microsoft Office products and collaboration tools, including virtual meeting and cloud technologies.

Nice To Haves

Experience working in IT services.
Knowledge of ITIL roles and processes.
Experience with ticketing systems and change management.
Strong business acumen and understanding of business operations.
Lean and Six Sigma experience.

Responsibilities

Lead the team by setting priorities and expectations, managing daily work, providing feedback and coaching, and discussing performance.
Conduct regular team-member check-ins, provide recommendations and best practices, and identify potential concerns.
Align team priorities and efforts to deliver efficient, high-quality outcomes for clients and team members while considering Nordic’s interests.
Develop the skills of the Managed Services Operations team through coaching and one-on-one sessions reviewing individual and team performance.
Manage team output against operational objectives, maximizing efficiency and productivity and participating in continuous learning.
Mentor team members across Nordic to help develop future leaders.
Champion Managed Services in projects, initiatives, and matters involving other business units and shared services teams such as IT, PMO, HR, and Finance.
Enable communication and collaboration between Nordic departments and Managed Services departments.
Serve as the primary contact for Managed Services operations and as a subject matter expert for PMO projects and Nordic initiatives, ensuring projects are executed successfully.
Identify, plan, prioritize, and execute initiatives aligned with business-unit goals as a member of the Managed Services leadership team.
Oversee operations and key initiatives within Managed Services and in collaboration with other business units.
Develop tools and processes that improve operational efficiency, quality, and continuous improvement, supporting successful client, team-member, and operational outcomes.
Work with Finance to maintain accurate, comprehensive financial reporting tools, including P&L.
Guide IT in developing and maintaining service-level agreements, business-unit reports, and operations infrastructure for Managed Services.
Participate in developing and adopting standards, policies, and best practices.
Complete projects assigned on an ad hoc basis and assist with other corporate initiatives as necessary.