Manager, IT

UPMC•Pittsburgh, PA

2d•Remote

About The Position

UPMC is seeking an experienced Manager to oversee vended system management, maintenance, and support within the ITPA Production Operations department. This role provides leadership for daily operations, support, development, installation, and delivery of technology products and services within the Vended Application Support and Maintenance area. This leader will manage 3–4 Team Leads, each with direct reports and defined areas of responsibility across vendor management, system maintenance and support, and user access management. The role is accountable for establishing consistent, governed, KPI-driven service management processes across the vended application landscape. If you are Confident to speak with executives on the IT and business team, driven, and process improvement minded, APPLY NOW! Work Location: Fully Remote Work Hours: 9a-5p, but responsibilities include off-hours coverage for major incidents and other IT emergencies. Purpose: The Manager provides leadership to the day-to-day operation, support, development, installation, and delivery of technology products and services within the department or business unit. The Manager is further responsible for the identification and development of talent and for managing performance to ensure business goals and objectives are met, if not exceeded.

Requirements

Nine years of total related experience, with at least two years' experience in a leadership role OR equivalent combination of education/experience.
Strong project management, problem solving, organizational, relationship, communication, and negotiation skills (oral and written) are required.
Strong understanding of IT strategy and how it relates to business objectives.
Ability to apply extensive experience to highly complex problems.
Confident to speak with executives on the IT and business teams on their area of ownership.
Driven, requiring vision and direction, but can execute independently.
Process improvement minded, desiring consistent, reportable, metrics driven processes.

Nice To Haves

Healthcare IT experience.
Prior experience dealing with vendor implementations, establishing support models and developing processes and relationships with vendors.
Application technical support or service management backgrounds desired.
Experience with ServiceNow preferred.
Current or Past UPMC employee or contractor.
Candidate local to Pittsburgh and or surrounding areas.

Responsibilities

Key responsibilities include participating in project meetings with vendors and business partners, supporting vendor onboarding, contributing to architectural evaluations, and developing plans for system integrations and support models.
The role also involves maintaining and governing UPMC system policies related to access, security, reliability, and availability.
Occasional after-hours support may be required for major incidents, installations, or other critical IT needs.
Participation in a leadership on-call rotation is also expected, with frequency determined by team size.
Contributes to department's short-term strategy and goals.
Provides input on budget planning. Responsible for managing to budget.
Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects within department.
Facilitates successful completion of projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with multiple teams and offers feedback, where appropriate, to complete individual and group efforts.
Identify, create and apply process improvement to increase product and service quality to achieve business objectives.
Responsible for ensuring that service is provided to the ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
Responsible for continuous self-study, trainings, partnering with management, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends.
Seeks feedback from management and team for development and effectively incorporates feedback into work and behaviors.
Performs in accordance with system-wide competencies/behaviors.
Performs other duties as assigned.