Product Manager - Field Services/Service Desk

Baylor Scott & White Health•Dallas, TX

About The Position

The Product Manager is responsible for developing, directing and improving IS operations and staff. Manages a core functional team of IS professionals to deliver on run-the-business operations and projects, while monitoring performance and personal development. He/she will assist respective IS Directors and/or leadership with understanding and implementing technical and process standards and supporting department budget planning and management. Essential Functions of the Role Manages the daily activities of an enterprise IT operations unit and its equipment. Responsible for planning and achieving budgets, goals, and business objectives. Implements and maintains enterprise-wide IT system tools and ensures scalability. Develops, implements, and maintains policies, procedures, and associated training plans. Follows established operating policies to mitigate risk. Develops and deploys methodologies for testing performance and providing performance statistics. Builds and sustains cordial relations between end users, the public, vendors, and employees. Coordinate and participate in key events across Discover, Imagine, Build, Test, and Scale phases, including Ideation and Prioritization Sessions, MVP Definitions, and Sprint Readouts, supporting collaboration and alignment. Accountable for solution execution by monitoring timelines, coordinating working sessions, tracking risks and dependencies. Partner with the Product Owner by being a thought leader in solution definition, identifying required resources, building, and supporting communication across teams to ensure successful implementation. Supports Product Owner decisions with overall understanding and expertise of the tech stack within the product. Has the vendor and stakeholder relationships to inform product owner decisions. Own post-launch oversight of the solution in the Maintain phase—tracking progress, identifying enhancements, surfacing issues, and driving continuous improvement in partnership with the Product Owner.

Requirements

Superior leadership, problem solving, team building, and decision making skills.
Skilled project manager with ability to articulate business needs.
Excellent written, verbal, and interpersonal communication skills.
Proficient computer software and database skills.
Ability to focus and prioritize strategic objectives and work in a growing and challenging environment.
EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
EXPERIENCE - 5 Years of Experience

Nice To Haves

Project and program management
Cross-team collaboration
Risk and dependency management
Vendor and stakeholder relationship management
Technical domain knowledge
Stakeholder communication
Strategic alignment
Agile delivery experience

Responsibilities

Manages the daily activities of an enterprise IT operations unit and its equipment.
Responsible for planning and achieving budgets, goals, and business objectives.
Implements and maintains enterprise-wide IT system tools and ensures scalability.
Develops, implements, and maintains policies, procedures, and associated training plans.
Follows established operating policies to mitigate risk.
Develops and deploys methodologies for testing performance and providing performance statistics.
Builds and sustains cordial relations between end users, the public, vendors, and employees.
Coordinate and participate in key events across Discover, Imagine, Build, Test, and Scale phases, including Ideation and Prioritization Sessions, MVP Definitions, and Sprint Readouts, supporting collaboration and alignment.
Accountable for solution execution by monitoring timelines, coordinating working sessions, tracking risks and dependencies.
Partner with the Product Owner by being a thought leader in solution definition, identifying required resources, building, and supporting communication across teams to ensure successful implementation.
Supports Product Owner decisions with overall understanding and expertise of the tech stack within the product.
Own post-launch oversight of the solution in the Maintain phase—tracking progress, identifying enhancements, surfacing issues, and driving continuous improvement in partnership with the Product Owner.