What are the responsibilities and job description for the IS Service Manager position at VIRTUA?
Summary:
Manages team to ensure workflow optimization, exceptional service, accurate documentation, timely resolution and customer communication. Intervenes when needed to enhance service delivery.
Monitors and adjusts staff schedules to meet the needs of customer contact volume. Provides leadership and guidance, coaches, trains, develops and holds accountable team members.
Position Responsibilities:
Manages team to ensure workflow optimization, exceptional service, accurate documentation, timely resolution and customer communication. Intervenes when needed to enhance service delivery.
Monitors and adjusts staff schedules to meet the needs of customer contact volume. Provides leadership and guidance, coaches, trains, develops and holds accountable team members.
Creates commitment and ownership within team by encouraging responsibility, recognizing achievements, setting goals, priorities and delegating with clear expectations. Thoughtfully hires new staff into approved positions to complement the team as a whole.
Builds strong, collaborative, customer-centric relationships with other team Managers within and outside of Information Technology.
Identifies, supports and uses technologies and methods to maximize performance within team that will enhance the value provided by IT to support the overall Virtua initiatives and workflow process.
Supports projects by collaborating with IT Management, Project Managers & Leads for resource planning, matching staff skills set with project requirements and ensures appropriate transition to support occurs.
Timely, accurately and effectively analyzes data from various sources and communicates metrics, reports and other information related to team’s scope.
Works constructively with vendors and IT partners to ensure on-going service and resolution of issues. Establishes and manages vendor relationships to ensure the best service value for Virtua.
Participates in vendor contract review and negotiation.
Manages budget as it relates to the area of responsibility.
Position Qualifications Required / Experience Required:
Five years’ experience leading an IT team or function.
Must have a strong understanding of technology and customer service.
Must have excellent interpersonal, verbal and written communication skills.
Strong organizational and planning skills necessary.
Must be able to deal with ambiguity and multiple priorities in a busy decentralized multi-entity environment.
Must be an excellent role model and service provider with a commitment to quality.
Healthcare experience preferred.
Required Education:
Undergraduate degree preferred.
Training/Certifications/Licensure:
A certification or HDI certification preferred.
Valid Driver’s License required.
Salary : $67,500 - $85,500
