Manager, Enterprise IT Operations - Maryland

Silver Spring, MD, United States

Employment Type:

Full time

Shift:

Day Shift

Description:

Directs and oversees individuals responsible for IT service delivery at assigned Health Ministry(s) (HMs). Works closely with Director(s) to set priorities and ensure the highest possible level of service to the HM. Serves as a member of the Technology Operations leadership team, collaborating with management and staff to provide technology solutions and service in accordance with the standards and security practices of Trinity Health and meeting the needs of the HM.

Purpose

Accountable for leading, guiding, and directing the Trinity Health IT service delivery for quality and continuous improvement of endpoint devices (I.e., infrastructure, desktops, laptops, printers, mobile devices, and peripherals) while adhering to and executing the Enterprise Information Security standards, policies, and best practices to maintain optimal service levels. Identifies, defines & solves complex problems that impact the management & direction of the business; Collaborates with System Redesign Service Areas, Regions, and Health Ministries to ensure consistency and integration of strategy and operations. Performs oversite of multiple small sites/locations or single medium/large sites within a region's health ministry. Enable enterprise-level plan to address internal or external business & regulatory issues; provide functional expertise and ensure performance and service standards fulfillment. Supports the director and senior manager of Enterprise IT Operations to achieve goals and priorities while managing Enterprise IT Operations individual contributors and/or supervisors in enabling operational effectiveness. Responsible for consistent operating performance and achieving financial goals.

Essential Functions

Our Trinity Health Culture: Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions.

Executive Leadership

Provides advice, guidance, and leadership to RHM and Market Leaders in developing strategies and in the achievement of performance goals.

Enables Collaboration across and within SASS area, Regions, and Health Ministries to ensure consistency and integration of strategy and operations

Direction and Growth

Provides advice, guidance, and leadership to site functional leaders and site & RHM leadership

Knowledge and Process Mastery standardization/systemness and optimization of standards, process, methodologies, etc. establishing a national community of practice

Vendor/Contract Labor Management centralizing strategy and optimizing spend

Strategic Support & Accountability

Collaborates in system-wide strategy development and deployment of functional area priorities and initiatives

Responsible for supporting state and regional efforts to comply with functional area priorities

Accountable for the selection, evaluation, and overall success of the functional leadership teams within the region and market

Organization-wide focal point for establishing functional strategies and governance over financials and staffing

Communication liaison between operational leader and functional leaders

Operational Delivery

Reporting and Metrics measuring value delivery

HRM responsibilities responsible for the colleague experience

Maintains a working knowledge of applicable Federal, state & local laws/regulations, Trinity Health Integrity & Compliance Program & Code of conduct, as well as other policies & procedures to ensure adherence in a manner that reflects honest, ethical & professional behavior.

Directly manages individuals responsible for IT service delivery at assigned Health Ministry(s). Performs supervisory functions of hiring, performance management, training, colleague development, compensation management mentoring.

Responsible for adhering to system office and applicable local policies and procedures.

Assists with establishment of departmental and colleague goals and objectives that support the overall goals of Trinity Information Services (TIS) and promotes colleague development. Evaluates colleague and department performance against these established goals and objectives.

Responsible for departmental administrative functions including staff scheduling, on-call coverage, timecard approval, work assignments, etc.

Responsible for capacity management (colleague and contract support).

Responsible for IT Service delivery and endpoint devices (i.e. desktops, laptops, printers, mobile devices, phones, and peripherals) support at assigned HM(s) adhering to Trinity standards, policies and best practices to maintain optimal service levels.

Provides consultation to HM and other IT groups in evaluating hardware and software requirements to meet business needs. Establishes and maintains relations with HM peers/counterparts. Determines the applicability of new technological developments and recommends appropriate usage.

Responsible for executing the Enterprise Information Security standards adoption at assigned HM(s).

Responsible for managing through any TIS escalations, outages and other emergent response activities.

Responsible for tracking and managing the IT assets, inventory, lifecycle, and Configuration Management Database maintenance for the assigned HM(s)

Responsible for queue management and oversight for service requests and incident responses (load balancing assignments, addressing escalations, resolving gaps in colleague knowledge, etc.)

Adheres to established guidelines for tracking and monitoring work; and works with stakeholders to move requests to the appropriate queues when applicable (Example: Intake request for new work to be completed).

Follows the corporate change advisory board (CAB/CCAB) framework and standard communication processes for maintenance, disruptions, and activations.

Strives to meet applicable metrics as defined by Trinity Information Services Service Level Agreements (SLA), Operational Level Agreements (OLA) and Balanced Scorecard Priorities.

Addresses service quality issues by reviewing ticket assignment trends, analyzing customer feedback surveys, investigating breach/outstanding reports, etc.

Anticipates and provides solutions for complex IT issues. Understands and is responsive to complex technical/conceptual information to identify issues and implications.

Presents consultative solutions, recommendations, and guidance to both technical and non-technical individuals at all levels of the organization.

Leads, participates and/or engages in efforts that align and support the HM, TIS and/or Trinity Health strategic priorities.

Actively participates in the development, maintenance and testing of the business continuity and disaster recovery plans.

Leverages the Trinity Health Leadership System (THLS) for process improvement, communicating priorities, etc. (example: Tier 1 Daily Huddle)

Responsible for contributing towards the successful implementation of TIS strategy, goals and objectives as defined by TIS senior leadership.

Responsible for support and assistance of departmental budgets, both capital and operating, including preparation of budgets, approval of expenditures and monitoring of actual expenditures. Prepares and presents variance to plan as required by TIS management.

Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

Minimum Qualifications

Bachelor’s degree in business, healthcare administration, computer technology, information management or related field or an equivalent combination of education and experience.

Five (5) to seven (7) years of experience in Information Services management and evidence of continuing education and/or professional development in Information Technology management with experience supporting end user devices preferred.

Two (2) years management or leadership experience. Solid management skills including ability to develop high performing individuals and teams in a complex information technology environment.

Additional Qualifications (nice to have)

Possesses operational knowledge of IT and business operations including linkages across technical, clinical, financial, patient administrative and ERP area

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran