DataOps Service Delivery Manager

Job description

Details

• Department: Data Delivery and Governance
• Schedule: Full Time Monday - Friday 8-5pm CT
• Location: Remote
• Salary: $118,129.00 - $159,821.00 per year
• Eligible for an annual bonus incentive

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

Benefit options and eligibility vary by position.

Compensation varies based on factors including, but not limited to, experience, skills, education, performance, location and salary range at the time of the offer.

Responsibilities

Role Purpose

The Service Delivery Manager is accountable for a particular service that is delivered by a Managed Service Provider (MSP) or a set of providers.

This individual ensures effective delivery of services in order to meet or exceed business expectations for such services, while achieving appropriate balance between quality of outcomes, risk to systems and customers, and the life cycle cost of such services.

Functional Responsibilities:

Functional Knowledge

• Experience in leading support functions of multi-disciplinary Data portfolios that contain various products.
  
  Example: 
  • Integration products - HL7 engines (HealthConnect, Corepoint) and MFT tools like Move IT.
  • Analytics products - Enterprise Data warehouses like Business Objects, SSIS Jobs, ETL tools like Informatica, Decision Support Systems, EMR/EHR Systems Reporting, Visualization tools like Tableau, and Looker
  • Cloud Data Operations - Support ETL hosted on GCP/Azure platforms etc.
    
    Tool stack includes Airflow, DataProc, Dataflow, BigQuery, PubSub.
    
    
  • Interoperability products - Local and public Health Information Exchanges, Master Data Management tools like NextGate, and Symedical etc.

• Service Delivery

• • Monitors service execution to ensure that services are delivered within agreed upon service levels and that both users and business partners are satisfied
  • Proactively monitors and measures service performance and metrics on a day-to-day basis to ensure optimal service delivery
  • Serves as an initial point of escalation for significant incidents that interrupt service availability or diminish performance
  • Coordinates and mediates cross-vendor/internal team delivery issues, in collaboration with the Service Integration and Management organization, as required
  • Ensures compliance of service delivery by MSP within scope of responsibility, in accordance with defined service levels, and contractual obligations
  • Plans for a mechanism to measure the impact of corrective actions and associated implications on MSP costs/charges
  • Reviews and approves root cause analysis for systemic issues within the production environment
  • Identifies the need, reviews, and/or approves service improvement plans to address problems or improve service
  • Reviews and approves capacity planning reports
  • Participates in joint planning activities and shares necessary information that enables MSP(s) / third party vendors to provide better support
  • Understands the scope of MSP services and the potential for rationalizing the MSP portfolio to decrease cost of delivery and/or enhance quality of services
  • Within MSP contracted obligations, identifies possible existing services that may be leveraged for new/improved business solutions
  • Validates that corporate architectural guidelines, standards, policies (e.g., security, risk, etc.) are followed

• Service Level Management

• • Negotiates service level agreements with vendors and holds them accountable for consistent delivery
  • Demonstrates a detailed understanding of service management processes, service level agreements and contracts, and assesses whether they are appropriate or require modification
  • Monitors and reports on service levels; reviews and approves MSP delivered SLAs 

• Financial Management

• • Knows how to plan, forecast, budget and track IT costs
  • Aligns spending with strategic objectives and improves cost and price transparency for business partners
  • Develops and manages the budget for the “run” operations and sustainment of capability (CapEx/OpEx) for a particular service
  • Reviews and validates vendor and/MSP invoices; compares against budget, including supporting the resolution of discrepancies

• Other Leadership Responsibilities

• Evaluates, designs and/or implements process or technology changes that enhance effectiveness and/or efficiency
• Recommends technology improvement opportunities to the leadership and architecture teams for increasing IT value while decreasing cost of delivery
• Oversees technology lifecycle management for system components that support the delivery of service(s) under span of control
• Understands and applies risk management policies and procedures appropriately

Leadership/Interpersonal Skills

• Communicates and interacts effectively at various levels of the organization including senior leadership, business stakeholders and technical subject matter experts 
• Facilitates resolution of issues through creative solutioning, open exchange of information and viewpoints and influence; uses negotiation skills when appropriate
• Instills a sense of urgency in driving assignments to completion; escalates issues as needed with MSPs, vendors, internal IT teams and senior leadership
• Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience
• Builds trust and respect with key stakeholders
• Demonstrates proactive behaviors and self-management techniques, including but not limited to, working efficiently, demonstrating adaptability and setting goals
• Builds effective relationships with partners and vendors to understand and commit to Ascension’s organizational goals; fosters goodwill and collaboration amongst teams and leads by example
• Demonstrates accountability for meeting commitments and deadlines
• Demonstrates alignment of principles, values, and behavior with expected organizational culture and values

Qualifications: Education and Work Experience

• BS in Computer science, engineering or related field or an equivalent combination of education and/or experience
• 5+ years of experience with IT service delivery management, including direct oversight of IT managed service providers 
• 5+ years of experience in leading multi-disciplinary Data Operations support functions
• Strong understanding of best-in-class and emerging technologies for responsible service area
• Extensive experience in vendor interaction, negotiation and management
• Healthcare provider industry experience is preferred 

Complexity of Work

• Within the scope of the job, requiring critical thinking skills, decisive judgment and the ability to work with minimal supervision.
  
  Must be able to work in a stressful environment

Requirements

Education:

• 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.

Additional Preferences

#LI-Remote

Required Skill Profession

Operations Specialties Managers