Providence IS Service Line Manager PSJH in Portland, Oregon
Providence St. Joseph Health is calling an IS Service Line Manager PSJH to our location in Irvine CA, Renton WA or Portland OR.
We are seeking an IS Service Line Manager PSJH to be a proven functional manager with diverse experience and skills in information systems, business management, marketing and communications. The Manager will coordinate, create and manage communications for various IT projects, initiatives and/or technology products. The manager may also oversee the life cycle for an assigned set of TEO Service Lines and bring visibility and cost efficiency to the offerings. The Manager collaborates with managers and peers across the enterprise and is responsible for achieving stated objectives and SLAs utilizing standard methods and tools for accomplishing their work.
As a member of the TEO Infrastructure Marketing & Service Management team, will be responsible for identifying and defining IS service capabilities that add value both internally and externally. Assists in identifying incremental and measurable opportunities for the health system. Also accountable for all defined objectives and desired outcomes related to Service Management, as specified by TEO & Program Operations executive leadership.
Ensuring adoption and awareness of the services and/or products, manages the service creation and operational process with alignment to defining and meeting all service line objectives. Engages at all levels of organization to bring visibility to service offerings and participate in the delivery of the service. Topics of focus include:
Creating internal communications plans and content development that generates awareness for assigned projects / initiatives.
Coordinate messaging with project SMEs and implement all aspects of communications plans.
Manage projects to ensure content is publication-ready and in by deadline to support the launch of the initiative.
Identifying opportunities for increased awareness for assigned projects while following corporate communication guidelines.
Understanding and documenting industry trends for each service line
Engagement with stakeholders for closed loop service line creation and improvement
Defining Needed Investments
Service Line Life Cycle Management & Roadmap Creation
Oversight of service go-live ensuring successful adoption, implementation and ongoing operations
Service Line Performance Management (SLA’s), KPI’s, KRI’s and reporting on each regularly
Team alignment and awareness for service offerings
Leads the coordination for communication to caregivers both internally/ externally
This position requires the ability to communicate effectively in written and oral communications. This position requires exceptional organizational skills including an ability to manage multiple assignments simultaneously and communicate effectively to peers and upper management. It is expected to be results driven and demonstrate exceptional qualities of influence and relationship building.
In this position you will have the following responsibilities:
Develop communication strategies and write copy for all initiatives, for multiple platforms.
Work with IT Project SMEs to convey all details of IS initiatives to end-users in an easy to understand and consumable message.
In conjunction with direction from Program Management leadership, develops service line plans and strategies. As subject matter expert, plans include service definitions, KPIs, SLAs, budget guidelines, required resources, risk assessments, industry trends and overall lifecycle roadmaps. Planning activity requires close coordination and alignment with managers and peers across enterprise.
Utilizes standard tools and templates to manage service line lifecycles, delivery status, caregiver requirements, resource plans, etc.
Coordinates and documents service line project resource requests for PPMO review, justification and assignment.
Tracks service management activities and provides regular status reports on delivery, adoption and performance using standard tools and methodologies.
Executes closed loop service improvement assessment and evaluation exercises to ensure service delivery meets caregiver needs.
Presents regular updates to upper management, highlighting service go-live activity, potential revenue opportunities, risk assessments and other key metrics related to service management and delivery.
Serves as subject matter expert on assigned service lines by transferring knowledge and other critical service information to users, delivery teams, etc.
Collaborates with Service Line Marketing & Positioning team to maintain and updates service line collateral and content.
Collaborates with peers and colleagues in adjacent IS groups to develop and enhance service line plans that align with the needs and requirements of both internal and external customers.
Contributes to the overall direction of the Program Operations department by participating in goal setting sessions and providing regular updates on progress related to assigned objectives and initiatives.
Required qualifications for this position include:
Bachelor's Degree in Marketing, Business Administration, Project Management or Information Technology or equivalent education/experience.
Coursework/Training: Business Planning / Process
5 years Product/Service Management in technology or healthcare industry, direct IT experience.
Preferred qualifications for this position include:
Coursework/Training: ITIL Foundations Certificate
5 years Service Delivery Management in technology or healthcare industry.
3 years Marketing, communications or similar field experience
About the department you will serve.
Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
For information on our comprehensive range of benefits, visit:
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Non-Clinical Lead/Supervisor/Manager
Other Location(s): Oregon-Portland, Washington-Renton
Req ID: 268642