Manager Affiliate & Partner IT Services

Fairview Health Services-posted 3 months ago
Full-time • Manager
Minneapolis, MN
5,001-10,000 employees
Hospitals
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The Manager, Affiliate and Partner IT Services position is responsible for leading the Affiliate and Partner IT Services team, managing their day-to-day activities, oversight of Affiliate & IT Services program and staff, driving continuous improvement and optimization, and collaborating with other department leaders and partner leadership to effectively develop and deliver on provided IT services. This position manages the full IT service lifecycle, including: success factors, planning, operations, financials, contracts, software and hardware services and drives continuous success and growth for partner organizations and the program.

  • Provide direction and day to day leadership to a team of IT Service Success Managers.
  • Develop and maintain high performing and engaged employees through effective hiring, coaching, and talent management processes.
  • Foster a collaborative and success-oriented environment where team members are empowered and accountable.
  • Align day-to-day work to strategic goals.
  • Serve as a point of escalation for both partners and internal teams.
  • Champion and drive continuous improvement efforts, empower the team to identify and implement continuous improvement and automation.
  • Build and maintain program methodologies and models.
  • Proactively lead through organizational change to help employees' transition from current state to future state and to achieve the required business results.
  • Set and uphold team standards, templates, processes, and models.
  • Develop and uphold team standards, templates, service models, and pricing models.
  • Measure, manage, and report on partner and program success.
  • Lead and support periodic, quarterly and/or annual IT service reviews with partners to assess satisfaction, performance, and future needs.
  • Monitor and report on service performance, trends, and partner feedback.
  • Drive the adoption of provided IT services, platforms, and capabilities within partner organizations and standardization of those services internally.
  • Measure and communicate value realization opportunities and service adoption by partners, identify opportunities for expansion and greater adoption.
  • Identify and develop new business opportunities and services.
  • Manage assigned IT project initiatives across planning, delivery, testing, and transition to steady-state operations.
  • Monitor and report on project milestones, budget adherence, and risk management activities.
  • Engage in, monitor and report on partner-impacting projects and initiatives and the program overall.
  • Measure and report program-level IT service financials, including invoicing, forecasting, and cost optimization efforts.
  • Support contract management processes: identifying IT services, ensuring contract deliverables are met, facilitating renewals and approvals, and recommending expansions or modifications.
  • Collaborate with IT, Finance, Contracting, and Legal to build service models and templates.
  • Collaborate closely with IT Operations, Applications, Cybersecurity, Data Technology, and other teams to ensure holistic support.
  • Act as the voice of the partner internally, advocating for enhancements and priorities that align with strategic goals.
  • Perform other duties as assigned.
  • Comply with all policies and standards.
  • B.S./B.A. Bachelor's degree in Information Technology, Computer Science, Healthcare Administration, Business, or a related field.
  • 10 years Experience in IT service management, customer success, partner management, project management, or IT account management.
  • 3 years Strong contract and financial acumen in budgeting, invoicing, cost management, and contract terms.
  • 3 years Proven track record in client relationship management, proactive problem solving, and service improvement initiatives.
  • Leadership experience with increasing levels of accountability.
  • Demonstrated experience managing multiple cross-functional projects and priorities including experience leading teams in a remote environment.
  • Experience managing both software and hardware services in an enterprise or healthcare environment.
  • Excellent written and verbal communication skills, including with executive-level business & technology partners and presentations.
  • Demonstrated experience with executive stakeholder management and communication.
  • Familiarity with ITIL service management practices and project lifecycle methodologies.
  • 1 year Direct leadership experience with teams.
  • Healthcare IT experience strongly preferred (clinical applications, EMR/EHR support, device management, etc.).
  • Data-driven reporting and dashboard creation skills (Excel, Power BI, ServiceNow reporting, etc.).
  • Experience with physicians agreements or CMS compliance requirements.
  • New client or business development experience.
  • Experience developing IT service models, including pricing.
  • ITIL Certification or PMP Certification or equivalent credentials.
  • Medical, dental, vision plans
  • Life insurance
  • Short-term and long-term disability insurance
  • PTO and Sick and Safe Time
  • Tuition reimbursement
  • Retirement
  • Early access to earned wages
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