Service Delivery Manager

Job Title

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.

Addresses identified issues escalated by governance teams and refers issues to appropriate leaders and managed partners for resolution.

Provide guidance to business and legal teams with contract changes, negotiations and terminations.

Ensures 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; and 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.

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.

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.

When you join Ascension, you join a team of over 134,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all.

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.

This employer participates in the Electronic Employment Verification Program.