Sr. Delivery Manager, Network Services

Job Description

Job ID: 1185216
Employment Status: Full-Time
Your Career. Made Better.

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and mid-Missouri regions. BJC serves patients and their families in urban, suburban and rural communities through its 15 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.


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Role Purpose

The Service Delivery Senior Manager will manage complex sets of services within specific area(s) of BJC’s IT security, applications or infrastructure, together with substantive experience in managing outcomes of supplier-based delivery of those services, to ensure effective delivery and/or change/enhancement to those services in order to meet or exceed BJC business expectations for those services, while achieving appropriate balance between quality of outcomes, risk to BJC systems and customers, and the life cycle cost of those services.


Responsibilities

  • Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.
  • Manages individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
  • Manage supplier service delivery and performance across multiple and complex platforms on a day-to-day basis, driving resolution to issues escalated from suppliers. Scope of services will typically: - Exceed $4-5M in cost annually OR - Represent a moderately complex set of platforms that impact critical services in achieving BJC enterprise objectives    
  • Ensure compliance of supplier delivery within scope of responsibility, in accordance with defined service levels, security practices/guidelines, and relevant technology standards. Drive resolution of non-compliant situations by interacting with supplier leadership and vendor management.
  • Actively manage stakeholder group (e.g., business) expectations, drive establishment of success factors (e.g., KPIs) and performance characteristics for products and services (e.g., end user satisfaction with services).
  • Leverage SLAs to drive supplier service delivery and performance across multiple and complex platforms, and facilitate resolution for product or service issues.     
  • Broker effective communication between suppliers and multiple BJC stakeholder groups as necessary to develop resolution to systematic/pervasive issues.

  • Minimum Requirements

     

    Degree

  • Bachelor's Degree
  •  

    Experience

  • 5-10 years
  •  

    Supervisor Experience

  • 5-10 years
  •  

    Licenses & Certifications

  • IT Infrastructure Library

  •  

    Preferred Requirements and Additional Job Information

     

    Degree

  • Master's Degree
  •  

    Licenses & Certifications

  • Lean/Six Sigma
  • PMI

  • Benefits Statement

    Note: not all benefits apply to all openings

    -  Comprehensive medical, dental, life insurance, and disability plan options
    -  Pension Plan*/403(b) Plan
    -  401(k) plan
    -  Tuition Assistance
    -  Health Care and Dependent Care Reimbursement Accounts
    -  On-Site Fitness Center (depending on location)
    -  Paid Time Off Program for vacation, holiday and sick time

    *Pension does not apply to Memorial Hospital, Memorial Hospital East, Memorial Medical Group, Alton Memorial or Parkland Health Center


    Legal Statement

    The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

     

    Equal Opportunity Employer