The IS Service Center Manager leads a high-performing 24/7 operation supporting all Hospital Workforce members as the first line of customer support for technology and other services, as defined. The IS Service Center Manager sets and implements best practices in customer service, incident management, knowledge management, workforce management, and service management. The IS Service Center Manager works closely with IS peers to increase the breadth of tier 1 support and increase technical and end user documentation for improved customer service.
- Lead the service center supervisors and team to meet the expanding needs of the organization.
- Implement technologies and strategies which support greater customer service, increased scale of support, consistency of services, expansion of the knowledge base, and drive incident management to improve continuity of IS operations.
- Develop strong collaborative relationships with business, clinical, and research leaders, and within information services to improve and optimize incident management, task management, first call resolution, hold times and service levels.
- Implement cutting-edge technologies to support multiple methods of interacting with the service center, improve the customer experience and increase efficiencies of the service center and customers reporting issues.
- Exercise independent judgment and creative problem solving techniques in a highly complex and dynamic environment.
- Implements Policies, Standards and Governance models to support IT initiatives and standardize concepts across the Information Services Department
- Establish and maintain cross-functional governance bodies to expand customer input, create alignment for key decisions and improve customer communications.
- Maintain membership on departmental and enterprise committees and workgroups as needed to facilitate the design and implementation of innovative technologies.
- Demonstrates exceptional critical thinking and problem solving skills.
- Participate in tactical and strategic planning for IS Service Center
- Manage schedule of support staff to meet 24/7 hospital operations
- Utilize knowledge of CHOP policies, procedures, culture, and requirements in order to develop, maintain, and support organizational and strategic initiatives
- Manage and support operational and capital planning projects including budget planning, variance analysis, and tracking IS capital and operating budgets
- Develop and maintain positive relationships and ensure active collaboration with IT and Hospital leadership and other key stakeholders (e.g. clinical and business units).
- Prepare/deliver management/board level presentations to IS Executive Committee, governance bodies, IS personnel, clinical/business units and other CHOP senior/executive leadership as required.
- Demonstrates the ability to create detailed work-related documentation (e.g., process flows, communications plans, presentations to leadership, etc.) through the use of MS productivity tools (e.g. Excel, Word, PowerPoint, Visio).
- Assist Sr. Director of IS Business Operations to manage overall budget and training budget.
Job Responsibilities (Continued)
- Lead the ongoing development of the service center team to meet the expanding needs of the organization through the development and tracking of team and individual goals.
- Oversee the creation of department metrics and dashboards to assess the effectiveness of service center operations. Analyze and trend data for improvement and to support decision making.
- Manage departmental performance management processes. Provide employees with frequent and ongoing feedback, development and coaching.
- Ability to transform teams, is adaptive to change, and leads teams to develop new skillsets that support the changing business needs
- Collaborate with the leaders, project managers and staff to maintain a culture that supports employee retention and satisfaction.
- Analyze team effectiveness and efficiency and develop strategies for improvement by redesigning or implementing new systems to support team effectiveness and measurable outcomes.
- Ensures employee and stakeholder satisfaction are measured, performance maintained and results communicated appropriately.
- Perform recruitment and hiring of service center staff
- Provides guidance and leadership support to the team for on call responsibilities and downtime events.
Change and Quality Management / Process Improvement
- Adeptly lead change and transform teams, is adaptive to changing organizational needs and supports teams in developing new skillsets to support business needs.
- Lead and implement effective change management processes to ensure successful use and adoption of new training tools and processes.
- Collaborate with the Operational Excellence program, ITSMCO, OCQI and OSMO to ensure all team members have the skills and knowledge to use process improvement methodologies in project and operational initiatives.
- Ensure improvement projects have measurable outcomes and work collaboratively with the analytics and reporting team to provide baseline and outcome data.
- Reviews and analyzes activities, costs and operations data to determine progress towards service center goals and financial responsibilities.
- Challenges and supports the team to be innovative change agents, flexible and early adopters to support the technology demands of the organization.
- Recognizes the impact of change on clinical and non-clinical systems and strategically plans communication and education to assure adoption across the enterprise.
Job Responsibilities (Continued)
Communication & Relationship Management
- Exhibit outstanding interpersonal, diplomacy and communication (written and verbal) skills with a wide variety of people from diverse professional and cultural backgrounds.
- Effectively manage client expectations.
- Exhibit the ability to see the big picture and conceptualize/document creative solutions.
- Maintain organizational awareness, participate in departmental and organizational leadership meetings special committees, and appropriate governance committees and communicates to the team.
- Provides inter-professional communication between Information Services and the multidisciplinary clinical care team, business end users, stakeholders and project sponsors.
- Effectively negotiates change and facilitates the prioritization of tasks with clients, vendors, colleagues, and senior leadership.
Budget and Fiscal Responsibility
- Oversee management of cost center using designated financial and variance reporting.
- Participate and provide input into the strategic budget planning,
- Participate in vendor contract discussions and negotiations
- Effectively manages contractors as needed.
- Demonstrate expertise in project management and SDLC methodology including the ability to effectively deploy resources and manage multiple projects in a cross functional environment.
- Exhibit the ability to lead and manage projects for the service line.
- Lead implementation and support projects within the constraints of time, budget, and scope.
- Allocate resources to projects.
Information Security Requirements
- Understand and comply with all enterprise and IS departmental information security policies, procedures and standards.
- Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information.
- Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.
Required Licenses, Certifications, Registrations
Required Education and Experience
Required Education: Bachelor’s Degree in Information Services or related field.
- A minimum of one (1) year of supervisory experience in Information Services or Business Operations.
- A minimum of three (3) years prior experience in call center or service center operation.