Senior Manager IT Quality and Performance

Senior Manager IT Quality and Performance

We are seeking a collaborative and strategic Senior Manager, IT Quality & Performance Analytics to join our Digital Technology Services (DTS) leadership team. This system-level role is critical in ensuring the delivery of high-quality, high-performing IT solutions across Deaconess Health System. You will lead quality assurance, testing, and performance initiatives, oversee third-party vendor performance, and deliver key performance analytics that drive operational excellence.

We pride ourselves in retaining our top talent by offering work environments that support professional development and personal success. In addition to our robust healthcare and retirement plans, we offer:

• Flexible work schedules Full time/part time/supplemental Day/Eve/Night
• Onsite children's care centers (Infant through Pre-K)
• Tuition reimbursement
• Student Loan Repayment Program
• Payactiv earned wage benefit work today, get paid tomorrow
• Free access to Midtown fitness center
• Career advancement opportunities

The Senior Manager of DTS Quality & Performance Analytics partners with DTS leaders and stakeholders across the health system to centralize testing, monitor service quality, and ensure vendor accountability. This role is responsible for establishing and managing DTS-wide performance metrics, implementing testing strategies, and driving improvement initiatives that directly impact patient care, safety, and technology performance.

What You Will Do

• DTS Quality Management
• Lead the centralization of solution testing across clinical, business, and infrastructure systems.
• Oversee integrated testing strategies for projects, upgrades, optimizations, and other initiatives.
• Establish and manage centralized repositories for test cases, workflow diagrams, data flows, and reusable test scripts.
• Direct internal and external testing teams, ensuring timely, high-quality delivery.
• Champion automated testing frameworks to increase efficiency and test coverage.
• Collaborate with cybersecurity, compliance, and clinical teams to validate system safety, privacy, and performance.
• Monitor KPIs related to defect rates, test coverage, and post-implementation performance.
• Third-Party Vendor Performance Management
• Establish and manage SLAs, KPIs, and performance metrics for third-party IT vendors.
• Conduct vendor reviews and audits to ensure contractual compliance.
• Lead technology rationalization and technical debt reduction initiatives.
• Serve as escalation point for vendor service issues, driving timely resolution.
• Performance Analytics
• Design and manage internal and customer-facing performance dashboards and KPIs.
• Partner with DTS leaders to collect, analyze, and report cross-domain IT performance data.
• Deliver regular and ad hoc reporting for DTS leadership to support strategic planning.
• Provide insights that drive operational excellence and enhance service delivery.

What You Will Need

• Education: Bachelor's degree in Computer Information Systems, Computer Science, or applicable IT/Healthcare field required.
• Experience: 5+ years of IT service delivery leadership experience preferred.
• Skills & Abilities:
• Strong leadership and strategic thinking skills.
• Ability to manage complex projects, performance reporting, and vendor relationships.
• Proficiency in Microsoft Office and productivity tools.
• Advanced understanding of systems and technologies such as Epic, networking, desktop deployment, database management, and systems integration.
• Strong written, verbal, and presentation skills with ability to communicate across organizational levels.

Keywords

Senior Manager IT Quality, IT Performance Analytics, Quality Assurance Manager, IT Testing Manager, IT Service Delivery, Vendor Performance, SLA Management, Epic Testing, Automated Testing Frameworks, Healthcare IT Quality, Digital Technology Services, IT Leadership, Performance Metrics, IT Project Quality, Vendor Relationship Management, Systems Integration, Technical Debt Reduction.