IT Regional Operations Liaison Program Manager

Billings Clinic•Billings, MT

3d•Onsite

About The Position

The IT Regional Operations Liaison Program Manager oversees regional IT operations and supports efficient, effective service delivery across multiple sites. The role works with regional and organizational leadership to address operational concerns, improve regional relationships and processes, and enhance customer service. It identifies operational challenges, promotes best practices and continuous improvement, and collaborates with cross-functional teams on program improvements and operational efficiency. The Program Manager serves as a liaison among regional sites, internal departments, and external partners. Responsibilities include managing regional partner relationships and escalations, supporting project and service requests, overseeing regional invoicing and budget reviews, and maintaining compliance with contracts and applicable requirements. The role also obtains appropriate subscriptions and software licenses for regional application projects and leads collaboration on regional customer service opportunities. The position represents regional IT in organizational and regional groups, communicates changes to processes and procedures, and tracks regional IT service-level performance. It may evolve to include supervisory responsibilities in the future.

Requirements

Bachelor's degree in Information Technology, Business Administration, science, math, or a related field.
At least 5 years of experience in IT operations, customer service, or program management.
Valid Montana driver's license and ability to be insured under the organization's insurance policy.

Nice To Haves

Experience with regional IT operations in a healthcare or similar environment.
Master's degree in Information Technology, Business Administration, or a related field.
Project management certification such as PMP or PRINCE2.

Responsibilities

Attend leadership and management meetings to discuss regional IT operations concerns and opportunities.
Develop and implement strategies to improve regional relations, processes, and customer service.
Partner with regional site leadership to identify and address challenges, escalate concerns, and develop solutions.
Collaborate with IT personnel, managers, leadership, and cross-functional teams to solve problems and improve program efficiency.
Represent regional IT in organizational meetings and support alignment with organizational goals.
Establish and maintain relationships with regional partners, including regional leadership, CEOs, and their staff.
Manage escalations, including project escalations, and develop communication and relationship-building strategies with regional sites.
Connect regional sites with appropriate teams for projects or requests and assist with ticket resolution and escalation.
Oversee regional IT invoicing and review regional IT budget figures and financials.
Evaluate and improve processes and policies, and address regional data requests and reporting needs.
Track and report on demand and project requests, communicating priority projects to ePMO and leadership for escalation.
Review regional requests for opportunities to standardize services or processes.
Develop quotes and proposals for regional site projects in alignment with organizational goals.
Maintain knowledge of master and regional contracts, assist with contractual paperwork, and support compliance, new site setups, and contract renewals.
Obtain subscriptions and software licenses for regional application and software projects, coordinating timely processing with stakeholders.
Follow contractual policies for schedule agreements at regional facilities, including those operating under master agreements with third-party vendors.
Escalate issues to appropriate leaders and guide regional partners on IT service request processes and policies.
Track and report regional IT service-level agreements, set and monitor performance metrics, and support continuous improvement and accountability.
Identify opportunities to improve regional IT customer service processes and collaborate with leadership to implement solutions.
Provide guidance and support to team members and foster collaboration and continuous improvement.
Maintain effective communication with regional stakeholders and collaborate across departments to identify and implement customer service best practices.
Communicate process and procedure changes to regional sites and support timely implementation.
Support existing and new sites, manage customer interactions, address challenges and opportunities, and collaborate with IT leadership on regional tickets and projects.
Promote IT best practices throughout the region using technical expertise.
Coordinate with ePMO leadership, business analysts, and project managers on regional demands and projects, supporting communication and regional site involvement.
Participate in regional groups, including the Integrated Decision Council, Regional Ambassadors, Affinity Groups, and CIS Leads team.
Attend regional project calls as needed to understand scope, provide quotes or proposals, and liaise between regional sites and the IT department.
Potentially manage other team members as the role evolves.