Senior Manager, Decision Intelligence

Stanford Health Care•Palo Alto, CA

About The Position

The Senior Manager leads and manages delivery of IT systems and services for hospital information technology applications, combining leadership experience with broad technical expertise. This highly visible role oversees staffing, staff and performance management, and scheduling, and presents progress reports, forecasts, and analyses to client executive leadership for a portfolio of clinical and non-clinical applications. The position provides strategic and operational leadership for the lifecycle management of information technology systems and applications, including selection, implementation, maintenance, upgrades, and enhancements. It develops application roadmaps and long-range plans, guides requirements gathering and solution design, and works with IT and organizational leaders to align technology with clinical and business objectives. The Senior Manager oversees service delivery and service-level agreements, continuous improvement, customer satisfaction, budgeting, and staff development. The role also supports 24/7 application coverage and may participate in an on-call rotation.

Requirements

Bachelor’s degree from an accredited college or university.
At least 7 years of progressively responsible, directly related work experience.
At least 3 years of experience planning and managing IT programs, including budgeting, resource management, and delivery development.
Previous managerial experience in a healthcare provider organization.
Healthcare background, experience, and performance that establish credibility with clinical professionals.
Knowledge of healthcare functional departments and their interdependencies, and ability to lead large-scale, complex IT projects addressing business needs.
Knowledge of directing staff in integrating IT services with work requirements and deliverables.
Knowledge of IT disciplines, including network operations, databases, software applications and interfaces, production operations, quality assurance, and systems management.
Knowledge of organizational, administrative, fiscal, and personnel management principles and practices.
Knowledge of project management processes and systems.
Excellent written, oral, instructional, presentation, and interpersonal skills; ability to communicate effectively with management and cross-functional teams.
Strong customer orientation, self-motivation, direction, and adaptability to change.
Ability to assess employee concerns and organizational issues objectively and sensitively.
Ability to evaluate and negotiate contracts and manage vendor service agreements.
Ability to manage complex projects and people, costs, and time across multiple sub-teams.
Ability to handle confrontation professionally and manage or resolve disputes.
Ability to exercise judgment, make informed decisions, strategize, plan, organize, prioritize, work independently, and meet deadlines.
Ability to develop programs and lead process-improvement projects and build effective working relationships and consensus with departments and vendors.
Ability to supervise, coach, mentor, train, and evaluate work results.
Knowledge of applicable local, state, and federal regulatory requirements, healthcare and clinical operations trends, and relevant new technologies and updates.
Commitment to adopting and executing Stanford Health Care’s C-I-CARE standards in interactions with patients, families, and colleagues.

Nice To Haves

Four years of experience with relevant applications is preferred.

Responsibilities

Maintain knowledge of current and future capabilities across the applications portfolio and advise IT management and steering committees on technology direction.
Develop roadmaps and long-range plans for applications and systems, and review short- and long-range plans with IT and organizational leadership.
Lead lifecycle management of information technology systems and applications, including selection, implementation, maintenance, upgrades, and enhancements.
Guide requirements gathering, solution design, and workflow design; negotiate resolution of conflicting requirements across agencies and departments.
Set and measure staff performance objectives; provide feedback, hire and evaluate staff, address performance issues, and implement corrective action as necessary.
Manage application delivery and service-level agreements, including incident resolution, problem management, maintenance, and enhancement work.
Develop, measure, and publish service metrics and collaborate with peer groups on continuous improvement.
Support physician and user satisfaction and the organization’s services, capabilities, growth, and outreach initiatives.
Apply approved Process Excellence methodologies, such as Lean, and define procedures compliant with hospital and departmental policies.
Coordinate with IT management to identify, evaluate, select, and implement technology supporting business plans and IT strategies.
Assist with preparation of budgets for IT systems and services in the area of responsibility.
Monitor developments and forecast trends in healthcare IT management; prepare analyses and proposals as needed.
Serve as an internal consultant to IT management and operations staff; coach, mentor, and manage staff responsible for software, configurations, and workflows.
Support marketing efforts and educational events as assigned, and contribute research and written materials such as white papers and decision-point documents.
Collaborate with managers and leads to develop an on-call rotation supporting 24/7 operations, and provide troubleshooting, application support, maintenance, and on-call coverage as required.
Meet Stanford Health Care’s C-I-CARE standards and support an exceptional patient and family experience.