Service Delivery Manager
Company: Providence Health & Services
Posted on: June 7, 2021
Providence St. Joseph Health is calling a Service Delivery
Manager to our location in Redmond, WA; Renton, WA; Seattle, WA;
Portland, OR; Irvine, CA or Beaverton, OR.
Providence is on a transformative journey, and we are driving
innovation with our use of technology in the clinical space. As a
part of this we are defining our services, building KPI's,
measurements, and the views that drive technology direction. Our
technologists are working hard to deploy modern toolsets and
capabilities that bring increased predictability and measurable
improvements in service quality and clinical experiences.
We are seeking a Service Delivery Manager who will be
responsible for the planning and delivery of technical strategies
that support the implementation and delivery of technology
solutions into the clinical environments. As a trusted advisor to
leadership, the Service Delivery Manager is responsible for
identifying and driving strategic and tactical initiatives through
advanced skills in strategic planning, business process management,
program/project management, lean six-sigma and change management
that support a culture of continual and transformative improvement.
The function is responsible for developing key business and
performance metrics to include data analysis that enable effective
decision making and risk management. The Service Delivery Manager
will provide leadership for the transformation that encompasses the
elements of people, process and technology.
In this position you will have the following
- Responsible for developing strategic plans that provide clear
and measurable value to the business and can be succesfully
executed by the appropriate business sponsors, stakeholders, and
- Responsible for developing business artifacts such as Statement
of Work, Project Charters, and Initiative Definitions that can be
successfully agreed to and executed by the appropriate teams and
individuals. Responsible for facilitating changes to said artifacts
with the appropriate parties.
- Responsible for leading cross-functional teams and sub-teams,
completing projects and tasks on-time and as promised. Proven
ability to manage multiple projects and tasks with different
priorities and deliver results in a fast paced, constantly changing
- Responsible for designing, defining, and documenting business
services, processes, job aids, operating procedures, policies,
business requirements, technical requirements, business agreements
(e.g. SLAs, OLAs, etc.) and other artifacts that are understood and
accepted by business owners and users of such artifacts.
Responsible for facilitating changes to said artifacts with the
appropriate parties, including document version control.
- Responsible for gathering, transforming, analyzing, and
communicating data in such a manner that supports effective
decision-making. Proven ability to identify and design metrics and
KPIs to reflect business process performance. Proven ability to
leverage facts and data in approaching problems, considering both
the customer's perspective and the enterprise's perspective while
focusing on overarching goals and objectives. Responsible for
facilitating changes to said metrics, KPIs and other performance
- Responsible for planning, implementing, and auditing small to
large (enterprise-level) changes to business processes, policies,
and systems effectively in a fast-paced, highly-matrixed, and
dispersed team environment. Proven ability to develop and execute
organizational readiness plans.
- Responsible for designing and implementing process governance
and process controls to ensure that desired business outcomes are
achieved and sustained. Proven ability to identify, escalate, and
resolve violations to service and operating level agreements,
process variances and other service failures in support of business
- Responsible for leading cross functional teams through a
rigorous process improvement methodology resulting in documented
and measurable improvements in an environment with multiple and
- Responsible for developing, maintaining, and distributing
standard tools and templates used to support Business Process
Management and Continuous Improvement.
- Able to clearly communicate complex information in a way that
informs, persuades and engages the audience. Strong written, oral,
and presentation skills for all audiences, particularly senior
leaders and executives.
- Able to lead small and large well-facilitated meetings, both
in-person and virtually, to accomplish goals.
- Able to travel (day and overnight) and work irregular hours as
- Responsible for other related duties as assigned.
Required qualifications for this position include:
- Bachelor's Degree in Science, Technology, Engineering,
Mathematics or a related field; OR an equivalent combination of
education and relevant experience.
- 10 years of direct business experience in process improvement
and/or quality improvement, with demonstrated organizational
awareness working in a complex business environment.
Preferred qualifications for this position include:
- Master's degree.
- 3 years of experience working in IT healthcare.
- Project Management Certification.
- Certification in Lean Six Sigma Black Belt.
- Certification in ABPMP.
- Certification in ITIL.
About the department you will serve.
Providence Shared Services provides a variety of functional and
system support services for our Providence family of organizations
across Alaska, California, Montana, New Mexico, Oregon, Texas and
Washington. We are focused on supporting our Mission by delivering
a robust foundation of services and sharing of specialized
Keywords: Providence Health & Services, Redmond , Service Delivery Manager, Other , Redmond, Washington
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