Service Delivery Management Manager (Healthcare IT Outsourcing)(
# Job Number:
14011848)
## Primary Location
United States-New Jersey-Mountain Lakes
##
Description
Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Xerox Healthcare Provider Solutions (HPS) is the foremost provider of consulting, application delivery, and IT and Business Process Outsourcing to the healthcare industry. Our full suite of healthcare services help our clients implement the technologies and best practices that will lead them to clinical transformation and financial improvement. Xerox HPS has serviced more than 4,000 clients in all 50 states and throughout the world. Our clients include hospitals, health systems, integrated delivery networks and other providers of care; payers and health plans; life sciences and technology firms and federal government agencies.
Xerox HPS has a full-time employment opportunity for **Service Delivery Management Manager**.
**Location:** Remote U.S. based position with access to a commercial airport (Eastern Time zone a plus). Some travel is required (as deemed necessary by client, project, or other business needs), possibly up to 50% at times.
**Position Overview and Duties:**
Senior level Service Delivery Management Manager needed to provide exceptional service to the clients in their primary role of maintaining and developing the Client /Xerox relationship.
The role requires:
* Working with peers at an executive management level both internally and externally
* The development of customer and partner relationships to support the business goals
* Confidence to effectively work with client executives and third party clients in an ambiguous environment with minimal guidance
* Outstanding written and verbal communication skills needed for reports, presentations, and in dealing with various client situations
* Utilization of client relationship and management skills more than technical skills, but must have a broad technical background
* Expertise to provide strategic guidance to the client and internal Xerox teams
* Strong client interface, technical, communication, and management skills, plus extensive experience in managing business operations
* Labor planning and management, problem resolution, and coordination of activities between client and Xerox personnel
* Facilitation and analytical skills to quickly address and resolve business critical issues
* Diplomacy and tactful communication in dealing with sometimes hostile client situations
* Experience or business knowledge of providing hosting/outsourced IT services to clients
* Management maturity and experience to provide leadership, direction, and backup, to a team of senior regional Service Delivery Managers providing the following client support:
* Deliver support to a specific Client Hosting region aligned with the Client Relationship Manager (ARM)
* Serve as the Single Point of Contact (SPOC) for all Incidents, Problems, and Requests for the assigned region
* Serve as the initial ARM escalation point for all service delivery escalations
* Assist with the planning, scheduling and coordination of new service implementations
* Serve as the communication bridge for service management between Client and Xerox
* Participate in case review and planning with Client Hosting Services teams as required
* Assist with the implementation and optimization of the next generation ITSM platform (ServiceNow)
* Ensure that all respective ISO20000 processes and procedures are followed
* Provide reporting and analysis for clients in assigned region to assist in improving service delivery
* Facilitate conference bridges for non-SEV1 activities, as needed, to assist in timely completion of respective cases
* Interfacing with teams (PMO, Client Executives, PSS, Leads, etc.) to ensure timely delivery of client specific requests
* Driving critical case escalation for tasks that may impact project delivery
* Daily review of supported client reports to identify recent Incidents/Requests
* Provide weekly readouts to AHS and Xerox leadership of technical activities and status of said activities
* Coordinate, if needed, conference bridge support for any after hour activities (i.e. Hot Fixes)
* Provide pre and post activation support for product activations and upgrades as needed
* Coordination, review and delivery of RCA (Root Cause Analysis) reports and actions
* Attend daily operations meetings, (e.g. Change Approval Board (CAB) meetings, Ops Review meetings) and any additional required to support the client base
* Provide management information and recommendations for service or process improvement
* Contribute to problem identification and trend analysis
* Participate as scheduled in on-call rotation for SEV1/Outage related issues
* Participate in planning and execution with CSMs in support of maintenance cycles
**Preferred Qualifications and Education:**
* Experience with Service Now or other ITSM tools
* Experience managing Hospital Information Systems (HIS) (ie. Allscripts, Cerner, Epic, McKesson, MediTech, Siemens etc...) Implementations, Upgrades and/or Support a plus
* Strong interpersonal and leadership skills
* Excellent communication skills, both oral and written
* Ability to communicate complex concepts in simple form to cross-functional departments of teams
* Ability to manage, organize, prioritize, multi-task and adapt to changing priorities
* Track record of on-time, on-budget project delivery and successful process improvement leadership
* Successful in fast paced, high stress environments
* Minimum 7-10 years prior experience in management and IT background
* Bachelor’s Degree in related field, Master’s Degree a plus
*Xerox Business Services, LLC and its subsidiaries is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender/sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, the basis of genetic information or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Services may request such accommodation(s) by calling 866-419-2226 or by sending an e-mail to*_accommodations@xerox.com__._
Virtual/work from home? Yes
*Primary Location:* United States-New Jersey-Mountain Lakes
*Virtual/work from home?:* Yes
*Req ID:* 14011848