Sr. Manager, Engineering Service Delivery

Trinity Health•Livonia, MI

7d•Onsite

About The Position

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. Manages all aspects of application support and customer service level expectations and adheres to service quality guidelines and metrics, holding all team members accountable for optimal service quality. Responsible for assisting management with supporting/cascading the ITS strategic vision, assuring team members understand their relationship to the objectives, and for supporting and meeting established objectives. Responsible for life cycle management of legacy applications and planning transition of replacement applications from the Project Management Office. Prepares and manages the departmental budget.

Requirements

Comprehensive knowledge of information systems, including application software architecture, with interrelationships, and basic knowledge of hardware architecture and operating environment as normally obtained through Bachelor’s degree and five (5) years of experience or an equivalent combination of education and/or related work experience.
Minimum of three (3) year’s progressive management experience and four (4) years of IT experience is required.
Considerable client management knowledge and experience in order to manage full product lifecycle, from inception/charter to sunset.
Five (5) years minimum experience performing IT support responsibilities.
Extensive project management experience and 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 in healthcare. Knowledge of multiple technical applications and systems in an integrated work environment.
Demonstrated superior communication (verbal and written), human relations, management, and presentation skills.
Some knowledge of and experience in planning (i.e., process improvement, desired application functionality, organizational structures and planning, etc.).
Strong analytical, organizational and strong group process skills.
Must possess 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.
Must be comfortable operating in a collaborative, shared leadership environment.
Must possess a personal presence which is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.

Responsibilities

Manages and ensures all project implementation and deliverables are in accordance with PMO methodology and assumes full accountability for project manager deliverables.
Manages and assigns leader resources to project and support initiatives based upon priority within the system. Manages projects within a matrix work environment. May coordinate initiatives across multiple teams for optimal user experience and in support of organizational outcomes. Incorporates best practice work flows into user experience.
Ensures all team members adhere to established service quality guidelines, and that a just culture root cause investigation is completed for all significant events within specified timeline. Reviews all root cause documents for supported applications.
Develops training and skill development plans to provide managers, team leads, and staff expertise in programming, technical and business analysis skills. Responsible for maximizing cross training opportunities to utilize staff most efficiently. Establishes and recommends required training standards for application support staff, team leaders and managers. May oversee RHM colleague learning opportunities in order to achieve positive outcomes.
Provides oversight and direction for resource planning and management. Recommends an optimal model organization structure, and responsible for managing a team structure to support the ITS model organization.
Responsible for evaluating manager and team lead performance. Monitors and reviews performance evaluations by managers and team leaders and staff hiring and performance related decisions.
Responsible for contributing to the establishment of department initiatives to support ITS strategy map objectives, ensuring team members understand their relationship to the objectives, and for supporting and meeting established objectives.
Develops and institutes process standards for management of manager, team lead and staff responsibilities to ensure consistency in performance. Responsible for ensuring all System Office and department policies and procedures are followed within the department.
Leads key customer meetings, engagements and communication. Develops and maintains strong rapport and working relationship 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, including project and support as applicable. Acts as an escalation point for issues requiring coordination with or escalation to RHM leadership. May work with RHMs, System Office, and vendors to ensure defined outcomes are realized.
Develops and maintains on going communication with customers, managers, and staff throughout the system regarding new product functionality, regulatory and vendor updates and product standardization opportunities. Maintains synchronization with core cluster projects. Oversees, monitors and communicates smooth transition from project to support in order to minimize impact on clients.
Responsible for developing and managing service level agreements and monitoring quarterly customer service metrics as defined by customer. Implements changes in services and processes to achieve metric goals.
Acts as escalation point for issues requiring coordination with or escalation to RHM management, physicians or vendors. Provides recommended solutions as appropriate. Serves as senior point of escalation for multiple teams. Responsible for on call triage – management escalation. May partner with UCO to identify areas requiring additional process evaluation and re-training. Organizes the development of an advance training plan to ensure all clinician needs have been addressed. Responsible for evaluation of the outcomes.
Monitors and approves enhancements requests and all support work orders and requests for services outside of basic support services.
Responsible for on-going evaluation of application and associated 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 based on findings develops advanced learning plans unique for the situation.
Oversees budget development, management and reconciliation. Assists Director or Vice President with roll-up budget management and reconciliation, as needed. Utilizes the ITS resource planning tool as a tool to support effective and efficient management of resources. Responsible for contracting for supplemental resources and the management of the purchase/invoice process.
Oversees and monitors vendor management of applicable applications. Assists in contract negotiations.
Maintains a working knowledge of applicable Federal, State and local laws and regulations, Trinity Health Corporate Integrity Program, Code of Ethics, as well as other policies and procedures in order to ensure to adherence in a manner that reflects honest, ethical and professional behavior.