Service Delivery Manager

Ascension • FL

88d

About The Position

The position is within the Market Technology department, located in Pensacola, Florida. The schedule is Monday to Friday with an 8-hour shift. The role involves managing the delivery of services against performance metrics and overseeing governance responsibilities, while also maintaining business relationships with key stakeholders in the local health system.

Requirements

• High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.
• 3 years of leadership or management experience preferred.

Nice To Haves

• Technical background.
• Experience with ServiceNow.
• Infrastructure and/or healthcare technology.
• Leadership experience.
• Relationship building skills.
• Experience working with Managed Service Providers.
• Experience facilitating technical calls to drive resolution.

Responsibilities

• Manage the delivery of services against agreed upon performance metrics and oversee the execution of governance responsibilities.
• Own the business relationship with key stakeholders in the local health system.
• Address identified issues escalated by governance teams and refer issues to appropriate leaders and managed partners for resolution.
• Provide guidance to business and legal teams with contract changes, negotiations and terminations.
• Ensure vendors' contractual compliance by tracking and managing performance against Service Level Agreements (SLAs) and other contract terms.
• Collaborate with managed service providers and vendors to ensure business needs and budget are met in the ministry.
• Assist managed service partners with training, directing, development and evaluation of staff.
• Collaborate on needs analysis for customer service, upgrades or changes to systems.
• Recommend cost-effective hardware/software solutions.
• Manage multiple projects, often through subordinate project managers or coordinators.
• Ensure resources and organization structure are in place and operating effectively; anticipate conflicting needs and proactively resolve them.
• Direct, develop, and present to management various analyses that include organization, systems, feasibility and cost/benefit studies, implementation plans.
• Exercise judgment and influence on key technical decisions, standards, policies, environment selection, architecture, data flows and technical solutions.
• Assist in the development of plans for installations, conversions and upgrades to ensure minimal impact on end users while providing required outcomes.

Benefits

• Paid time off (PTO)
• Various health insurance options & wellness plans
• Retirement benefits including employer match plans
• Long-term & short-term disability
• Employee assistance programs (EAP)
• Parental leave & adoption assistance
• Tuition reimbursement
• Ways to give back to your community

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED