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Service Delivery Manager

Company: Providence Health & Services
Location: Redmond
Posted on: June 7, 2021

Job Description:

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 responsibilities:

  • 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 team members.
  • 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 environment.
  • 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 reporting tools.
  • 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 goals.
  • Responsible for leading cross functional teams through a rigorous process improvement methodology resulting in documented and measurable improvements in an environment with multiple and demanding stakeholders.
  • 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 needed.
  • 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 expertise.

Keywords: Providence Health & Services, Redmond , Service Delivery Manager, Other , Redmond, Washington

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