Manager, IT Service Operations

E SSENTIAL FUNCTIONS

• Oversee vendor and/or internal operational IT resources managing technical solutions for all local market clinics and practices
• Engagement with work/project intake process issue tracking and resolution for all IT teams
• Lead operational support teams of multiple levels to deliver high quality IT services
• Provide input to HOPCo leadership on effectiveness of vendors and other resources engaged in day-to-day work
• Participate and assist with all local market I.T. support conversations
• Provide critical insights into technical and timeline feasibility of IT participation in integration plans
• Understand requirements from clinical operations and support teams
• Negotiate technical solutions and timelines with clinical operations and support teams
• Communicate requirements needs and timelines with HOPCo IT and contracted partners
• Track progress and risks manage issues set expectations communicate proactively and regularly to all stakeholders
• Define implement and manage metrics tracking mechanism for integration work
• Serve as escalation point and advocate for market leadership support verticals and technical teams

E DUCATION

• Associates Degree required (CS or CIS optimal); Bachelors preferred.

E XPERIENCE

• Exceptional written and verbal communication skills. Ability to communicate complex technical topics effectively to executive and physician audiences.
• Healthcare hospital or clinical practice IT experience
• Extensive project management experience leading multi-month multi-million-dollar project
• Technical expertise related to infrastructure setup including networks and telephony
• Demonstrated experience as successful manager/leader across technical and operational teams

KNOWLEDGE

• Expert knowledge in project management and written presentations including Smartsheet Excel Word and PowerPoint

SKILLS

• Excellent observable skills for setting realistic expectations with HOPCo/market leadership and partners
• Strong customer service mindset for ensuring the clinical and operational voice is heard and priority is set accordingly
• Excellent listening analytical and communication skills that will contribute to sensitive conversations with physicians and leaders of future partnerships

• Analytical thinking and problem-solving skills with acute attention to detail accuracy and accountability balanced with sound business judgment.

• Exceptional interpersonal skills

ABILITIES

• Ability to successfully manage multiple projects simultaneously
• Ability to communicate complex information in a clear and concise manner to managers and executives
• Ability to practice good judgment and discretion
• Ability to act with integrity
• Ability to engage and foster strong partnerships with the market/HOPCo leadership executive leadership vendors and the management team

E NVIRONMENTAL WORKING CONDITIONS

• Normal office environment
• Some travel may be required

PHYSICAL/MENTAL DEMANDS

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity using a calculator and computer keyboard.

ORGANIZATIONAL REQUIREMENTS

• HOPCo Mission Vision and Values must be read and signed.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities knowledge skills abilities and working conditions may change as needs evolve.

Required Experience:

Manager