IS Business Relationship Director
Requisition #: 172560
Title: IS Business Relationship Director
Department: Information Services
Location: UMass Memorial Health Care 67 Millbrook St, Worcester, MA
UMass Memorial Health Care is the largest health care system in Central Massachusetts. We are the clinical partner of UMass Medical School, with access to the latest technology, research and clinical trials. Our health care system includes four hospitals:
UMass Memorial Medical Center (Worcester)
Clinton Hospital (Clinton)
HealthAlliance Hospital (Leominster and Fitchburg)
Marlborough Hospital (Marlborough)
In addition to our fully equipped medical centers, our system also includes home health and hospice programs, behavioral health programs and community-based physician practices.
Position
Summary:
The Business Relationship Director role is assigned one or more UMMHC customer groups with the purpose of understanding and advocating for their technology support needs, articulating the value of UMMHC Information Services technology portfolio to key stakeholders, setting appropriate support expectations in IS and assigned customer organization while ensuring key stakeholder's participation and acceptance of IS/IT enabled change efforts.
The position will build collaborative relationships at all levels in the UMMHC organization, partnering with clinical and administrative leadership, project managers and analysts. The Director will evaluate current approaches and will drive improvements in future state, using quality and Lean tools as well as other systems. This position will work with business leaders to ensure projects are prioritized and properly budgeted and staffed, while service and support is satisfactory. Effective partnership and teamwork with internal and external IS partners and all other IS service teams is a key success factor.
Position
Qualifications:
Bachelor's Degree in business, computer information systems, finance, marketing, management information systems computer science, healthcare or related field or equivalent experience. Master's degree desired.
Minimum 7 total years of experience in an IT, IT project leadership, healthcare IT consulting or healthcare clinical leadership role with specific emphasis and deep working knowledge and experience in effective roles for IT solutions in internal or external customer-facing environments requiring complex relationship management.
Minimum 3 years (of the 7 total years) experience with high-demand high-complexity support relationship management and escalations working at the executive level.
Prior experience in the healthcare space and understanding of the industry is preferred.
Prior experience as a Business Relationship Manager/Director is preferred.
Experience in complex business process, applications, infrastructure, and their use in IT solutions.
Ability to lead and manage under conditions of ambiguity and uncertainty.
Proven organizational skills in working across organizational boundaries and reporting lines - ability to work in a matrix environment as required.
Strong leadership and management skills that align with the UMMHC culture.
Specific skills include facilitating change, driving operational excellence, and striving for continuous improvement.
Must be able to communicate clearly, negotiate, listen, mitigate conflict, build alliances and achieve desired results using strong interpersonal and diplomacy skills.
Demonstrated ability to lead and influence within a large, complex organization.
Demonstrated ability to facilitate and/or identify root causes of problems, generate and evaluate creative solutions, implement fact-based resolutions quickly and effectively.
Experience with documenting work deliverables using standard process and standard work templates. Ex; current state process flows, project plans, business requirements, status reports.
Hands on/working experience and knowledge of several EPM systems including Clarity, Service Now, SAP PPM, and MS Project Server preferred.
Hands on/intermediate experience and knowledge of MSOffice Suite of products. Ex: Outlook, PowerPoint for presentations; Excel for proformas, budgets, Action Logs; Word for agendas, business cases.
Hands on use of LEAN/Six Sigma methodology required. Prior certification strongly desired.
Demonstrated discipline, analytical skills, problem-solving abilities and attention to detail.
Desire and ability to work in 24/7/365 culture.
Able and willing to travel within UMass Memorial's geographical areas up to 50% Customer Service expertise (mentor level) is desired.
Major
Responsibilities:
Develops and sustains effective trusted relationships and partnerships with key partners to provide relevant insights, expertise, and advice on project management.
Manages assigned UMMHC customer group(s) issues in a hands-on manner effectively through strong working relationships with UMMHC IS peer teams Applications, Infrastructure, VDO/PMO or PI.
Confidently articulates UMMHC IS strategic and tactical initiatives; has clear understanding of the UMMHC IS portfolio of applications, technology and services.
Develops and maintains a current measurable level of customer satisfaction with UMMHC IS services and takes prompt appropriate actions to ensure continuous improvement.
Serves as an advisor and primary IS point of contact for customer and or internal UMMHC IS Stakeholders.
Ensures that IS understands the customers' perspective of support service and can connect those priorities with support improvements and the allocation of support resources.
Serves as a customer support advocate, engaging and facilitating IS teams necessary to foster a healthy IS/customer support relationship.
Partners with IS peers to facilitate customer escalations through issue ownership and resolution.
Understands customer environments and industry/tech trends to facilitate convergence between IS Strategy and Customer needs.
Leads customer requirements gathering, business case development/proforma development for new or changed technical needs; applying a well-developed understanding of complex infrastructure, applications, and business IT solutions and issues within the context of Lean/Six Sigma and IT (ITIL) standard frameworks.
Documents, creates and publishes relevant customer reports to key internal stakeholders at regular intervals.
Ensures customer understanding of and participation with IS Project Governance procedures.
Leads or participates in training that ensures customers are adequately educated on appropriate IS department processes/procedures.
Participates in portfolio planning, policy development, communication strategies around projects and their associated reporting. Participates in training, activation and optimization activities in this area.
Utilizes LEAN/Six Sigma methodology, developing and monitoring ongoing measures of success, which include patient care provider, patient, and family satisfaction.
Supports peer teams to resolve customers' technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.
Provides effective direction, guidance, and leadership, often through influence, for assigned staff and effective teamwork, fostering the effective integration of efforts with system-wide initiatives.
Encourages and supports diverse views and approaches, creating an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors.
Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
Complies with established departmental policies, procedures and objectives.
Attends variety of meetings, conferences, seminars as required or directed.
Demonstrates use of Quality Improvement in daily operations.
Complies with all health and safety regulations and requirements.
Respects diverse views and approaches, and contributes in maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
Performs similar or related duties as required or directed.
All responsibilities are essential job functions.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Title: IS Business Relationship Director
Department: Information Services
Location: UMass Memorial Health Care 67 Millbrook St, Worcester, MA
UMass Memorial Health Care is the largest health care system in Central Massachusetts. We are the clinical partner of UMass Medical School, with access to the latest technology, research and clinical trials. Our health care system includes four hospitals:
UMass Memorial Medical Center (Worcester)
Clinton Hospital (Clinton)
HealthAlliance Hospital (Leominster and Fitchburg)
Marlborough Hospital (Marlborough)
In addition to our fully equipped medical centers, our system also includes home health and hospice programs, behavioral health programs and community-based physician practices.
Position
Summary:
The Business Relationship Director role is assigned one or more UMMHC customer groups with the purpose of understanding and advocating for their technology support needs, articulating the value of UMMHC Information Services technology portfolio to key stakeholders, setting appropriate support expectations in IS and assigned customer organization while ensuring key stakeholder's participation and acceptance of IS/IT enabled change efforts.
The position will build collaborative relationships at all levels in the UMMHC organization, partnering with clinical and administrative leadership, project managers and analysts. The Director will evaluate current approaches and will drive improvements in future state, using quality and Lean tools as well as other systems. This position will work with business leaders to ensure projects are prioritized and properly budgeted and staffed, while service and support is satisfactory. Effective partnership and teamwork with internal and external IS partners and all other IS service teams is a key success factor.
Position
Qualifications:
Bachelor's Degree in business, computer information systems, finance, marketing, management information systems computer science, healthcare or related field or equivalent experience. Master's degree desired.
Minimum 7 total years of experience in an IT, IT project leadership, healthcare IT consulting or healthcare clinical leadership role with specific emphasis and deep working knowledge and experience in effective roles for IT solutions in internal or external customer-facing environments requiring complex relationship management.
Minimum 3 years (of the 7 total years) experience with high-demand high-complexity support relationship management and escalations working at the executive level.
Prior experience in the healthcare space and understanding of the industry is preferred.
Prior experience as a Business Relationship Manager/Director is preferred.
Experience in complex business process, applications, infrastructure, and their use in IT solutions.
Ability to lead and manage under conditions of ambiguity and uncertainty.
Proven organizational skills in working across organizational boundaries and reporting lines - ability to work in a matrix environment as required.
Strong leadership and management skills that align with the UMMHC culture.
Specific skills include facilitating change, driving operational excellence, and striving for continuous improvement.
Must be able to communicate clearly, negotiate, listen, mitigate conflict, build alliances and achieve desired results using strong interpersonal and diplomacy skills.
Demonstrated ability to lead and influence within a large, complex organization.
Demonstrated ability to facilitate and/or identify root causes of problems, generate and evaluate creative solutions, implement fact-based resolutions quickly and effectively.
Experience with documenting work deliverables using standard process and standard work templates. Ex; current state process flows, project plans, business requirements, status reports.
Hands on/working experience and knowledge of several EPM systems including Clarity, Service Now, SAP PPM, and MS Project Server preferred.
Hands on/intermediate experience and knowledge of MSOffice Suite of products. Ex: Outlook, PowerPoint for presentations; Excel for proformas, budgets, Action Logs; Word for agendas, business cases.
Hands on use of LEAN/Six Sigma methodology required. Prior certification strongly desired.
Demonstrated discipline, analytical skills, problem-solving abilities and attention to detail.
Desire and ability to work in 24/7/365 culture.
Able and willing to travel within UMass Memorial's geographical areas up to 50% Customer Service expertise (mentor level) is desired.
Major
Responsibilities:
Develops and sustains effective trusted relationships and partnerships with key partners to provide relevant insights, expertise, and advice on project management.
Manages assigned UMMHC customer group(s) issues in a hands-on manner effectively through strong working relationships with UMMHC IS peer teams Applications, Infrastructure, VDO/PMO or PI.
Confidently articulates UMMHC IS strategic and tactical initiatives; has clear understanding of the UMMHC IS portfolio of applications, technology and services.
Develops and maintains a current measurable level of customer satisfaction with UMMHC IS services and takes prompt appropriate actions to ensure continuous improvement.
Serves as an advisor and primary IS point of contact for customer and or internal UMMHC IS Stakeholders.
Ensures that IS understands the customers' perspective of support service and can connect those priorities with support improvements and the allocation of support resources.
Serves as a customer support advocate, engaging and facilitating IS teams necessary to foster a healthy IS/customer support relationship.
Partners with IS peers to facilitate customer escalations through issue ownership and resolution.
Understands customer environments and industry/tech trends to facilitate convergence between IS Strategy and Customer needs.
Leads customer requirements gathering, business case development/proforma development for new or changed technical needs; applying a well-developed understanding of complex infrastructure, applications, and business IT solutions and issues within the context of Lean/Six Sigma and IT (ITIL) standard frameworks.
Documents, creates and publishes relevant customer reports to key internal stakeholders at regular intervals.
Ensures customer understanding of and participation with IS Project Governance procedures.
Leads or participates in training that ensures customers are adequately educated on appropriate IS department processes/procedures.
Participates in portfolio planning, policy development, communication strategies around projects and their associated reporting. Participates in training, activation and optimization activities in this area.
Utilizes LEAN/Six Sigma methodology, developing and monitoring ongoing measures of success, which include patient care provider, patient, and family satisfaction.
Supports peer teams to resolve customers' technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.
Provides effective direction, guidance, and leadership, often through influence, for assigned staff and effective teamwork, fostering the effective integration of efforts with system-wide initiatives.
Encourages and supports diverse views and approaches, creating an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors.
Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
Complies with established departmental policies, procedures and objectives.
Attends variety of meetings, conferences, seminars as required or directed.
Demonstrates use of Quality Improvement in daily operations.
Complies with all health and safety regulations and requirements.
Respects diverse views and approaches, and contributes in maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
Performs similar or related duties as required or directed.
All responsibilities are essential job functions.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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