About the position
At Houston Methodist, the Manager Information Technology (IT) Service Operations position is responsible for managing a team that provides customer-facing support for applications, services and hardware for a broad array of needs. The manager will be responsible for breaking down silos and ensuring seamless IT services to customers with a focus on meeting the customer where they are. The manager will coordinate all aspects of IT service operations for support teams to follow to ensure that everyone performs to their best ability and provides world-class IT service delivery experience that our customers expect and desire, preventing downtime or lost productivity where possible and will work to reduce any friction in IT service delivery by creating an environment of success where team members are empowered, competent and capable to perform their jobs effectively, which ensures customers are satisfied with the service they receive. The manager will have an exceptional understanding and partnership with the customer to ensure a clear understanding of business needs. The manager is responsible for monitoring user issue resolution regardless if resolved locally or by another group, will escalate as necessary, and will monitor status to ensure end user satisfaction. The manager oversees vendor activities in conformance to contracts, outside consultants and contractors who assist with support activities, and ensures that information technology goals and objectives are met. This position supports the review and analysis of contracts for accuracy, completeness, and compliance with company policies and regulations.
Responsibilities
- Managing the daily work activities of the work unit/department staff, ensuring quality, productivity, functional excellence and efficiency.
- Providing guidance to staff and is responsible for staffing, budget compliance, contributing to staffing decisions such as hiring and terminating employment.
- Coaching and counseling employees on work related performance.
- Assisting in the development and implementation of policies and procedures to ensure a safe and effective work environment.
- Implementing training, monitoring and operations initiatives that secure compliance with ethical and legal business practices.
- Planning and organizing day-to-day department operations, schedule and activities.
- Driving department service standards and activities to impact department and/or system score for patient/customer-based satisfaction.
- Ensuring effective planning and scheduling of initiatives through the maintenance of solid relationships with business area leaders.
- Monitoring and revising the department safety plan and/or any specific accreditation/regulatory required safety guidelines.
- Using and optimizing information systems to enhance operations.
- Assisting in the development of department budget and ensuring that the department operates in a cost effective manner.
- Identifying and implementing innovative solutions for practice or workflow changes to improve department operations.
Requirements
- Bachelor's degree in related field; Houston Methodist employees must obtain bachelor's degree within four years of hire into role.
- Eight years of experience within Information Technology or related operations, of which one year must have been in a people management role in healthcare.
- Customer service delivery and relationship management experience.
- System development and configuration experience.
Nice-to-haves
- Relevant certifications.
