Lead Program Manager - HR Service Delivery_

Austin

**Job Description:**

Join our team as an HR Service Management Leader!

Are you a dynamic leader with a passion for driving success and innovation? We're looking for an experienced Program Manager to align leaders and drive strategic initiatives within the HR service delivery area. As part of our team, you will manage multiple programs and lead complex initiatives to harmonize and connect people to digitally enabled shared business processes.

As a Lead Program Manager at Intermountain Health, you’ll apply an enterprise, cross-platform view as you lead the planning, execution, and successful delivery of projects and initiatives within HR Service Delivery program areas. The ideal candidate will possess strong strategic planning skills, project management expertise, and the ability to align cross functional teams to shared goals. This role involves developing strategic program roadmaps, managing project timelines and ensuring ongoing success of multiple complex initiatives and programs. You’ll partner with all levels of business and clinical leaders to align on leading practices and recommend improvements to service delivery processes leveraging digital platforms.

**Essential duties:**

+ **Program & project management:** Responsible for ongoing program success and maturity. Assess new demands and influence prioritization based on acute understanding of impact to goals. Function as project lead within key program initiatives. Ensure adherence within designated program budget.

+ **Relationship management:** Build relationships with executive leadership and key stakeholders, align program strategies and priorities with their goals and needs.

+ **Change management:** Lead change management efforts to ensure successful adoption of new technologies and processes. Develop and execute communication and training plans to manage stakeholder expectations and drive organizational change.

+ **Collaboration & communication:** Engage with stakeholders to ensure service quality. Prepare and deliver effective presentations, documentation, and communications.

+ **Process and workflow design:** Lead cross-functional teams to map simple, lean, end-to-end workflows, automating where possible; keeping caregiver experience at the center of the work.

+ **Governance and risk mitigation:** Facilitates program governance, identifies and implements related policy and procedures to drive outcomes. Initiates corrective and preventative actions as necessary to resolve operational or service level exceptions.

+ **Product management:** Oversee the lifecycle of related digital products including identifying use cases, testing/quality assurance and deployment planning. Ensure commercial off the shelf (COTS) solutions remain close to out of box, protect scalability and minimize technical debt.

+ **Performance Management:** Track and report on program and related project performance using established metrics and tools. Prepare and present comprehensive reports and presentations to senior leadership. Provide actionable insights and recommendations based on data.

+ **Continuous improvement:** Lead program evaluations to improve efficiency and effectiveness leveraging methods such as ethnography, design thinking, journey maps and analysis of internal and external data.

**Skills**

+ Innovative, applies creative thinking to technological challenges. Demonstrates a strong desire to continuously learn and grow professionally.

+ Demonstrated interpersonal and conflict resolution skills.

+ Comfortable with ambiguity, navigating logistical obstacles, and demanding work environments.

+ Demonstrated ability to develop project plans, assign project work, set priorities, and review completion of tasks and quality of deliverables.

+ Able to work through iterative analyses and agile methodologies.

+ Experience completing Stakeholder Analysis, skilled in identifying and engaging with all key parties who have a stake in the success or may be needed to deliver the outcome.

+ Recognizes the importance of engaging subject matter experts in design and planning.

+ Demonstrated experience with user adoption and training.

+ Excellent leadership, communication (both written & oral), and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organization.

+ Able to present ideas and topics in multiple formats, including presentations to large audiences.

+ Strong attention to detail and organization.

**Required:**

+ Bachelors Degree in computer science, information management or another computer-related or Marketing field. Degree must be obtained through an accredited institution. Education is verified.

+ At least five (5) years of related experience including project management responsibilities.

+ At least seven (7) years of related experience in Information Technology or Marketing supporting Digital solutions, including project management responsibilities.

**Preferred:**

+ Industry recognized certifications _such as_ :

+ PMP or similar certification and experience preferred, e.g. Scrum Master.

+ Salesforce Service Cloud Consultant, Experience Cloud Consultant, Einstein Discovery Consultant

+ ServiceNow CSA or relevant ServiceNow program related certification(s)

+ Experience with any of the following: design thinking, person-centered-design, journey mapping.

+ Working knowledge of Lean Six Sigma, experience with value stream mapping.

+ Familiar with ITIL framework, experience with designated program area(s).

**Physical Requirements:**

+ Ongoing need for employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.

+ Frequent interactions with providers, colleagues, customers, patients/clients and visitors require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.

+ Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.

**Anticipated job posting close date:**

07/27/2024

**Location:**

Peaks Regional Office

**Work City:**

Broomfield

**Work State:**

Colorado

**Scheduled Weekly Hours:**

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$39.15 - $71.80

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers (rg/careers/working-for-intermountain/employee-benefits/) , and for our Colorado, Montana, and Kansas based caregivers (clhealthbenefits.org) ; and our commitment to diversity, equity, and inclusion (rg/careers/working-for-intermountain/diversity/) .

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.