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The Technology Implementation Lead delivers new technological solutions to meet business needs within a specified scope while aligned to enterprise objectives. The Technology Implementation Lead works on problems of diverse scope and complexity ranging from moderate to substantial.
About the organization --
Consumers have come to expect personalized and seamless experiences in nearly all aspects of their daily life – how they stay connected, shop, book travel and manage their finances. Technology innovation has enabled these experiences. Consumers should expect, and will demand, the same personalized experiences for managing their health.
Despite progress over the years by Company and others, health care costs continue to rise while outcomes and member experiences have shown limited improvement or declined. To meet new competitive challenges, better respond to consumer needs, reduce system friction points and to inspire a brighter future of healthcare in America, Company is creating a new business focused on the whole health needs of seniors. Associates in this business [the Edge] will reimagine and co-create a customer back experience designed to establish a trusting relationship with seniors to help them achieve their best health.
[The Edge] will operate independently, with distinct leadership and governance. With a ‘startup-like’ mentality and the enthusiastic support and backing of Company and its board, the initial leadership team will play a critical role in building the new business and changing the healthcare industry from managing transactions to supporting a member’s whole health.
About you --
The Service Manager (Technology Implementation Lead), is responsible for daily interaction with all of the technology in his/her service segment, along with the partners who consume that technology. There are 5 Service Managers needed, but currently one SM is already on staff. Areas of responsibility among the 4 roles are as follows:
Solution (Each role has primary responsibility for up to two of the seven areas and also has secondary responsibility for up to two other area)
Digital XP (Experience)
Clinical and Specialty Benefits
You will serve as a lead internal consultant, providing light touch portfolio management, which will involve managing the demands of multiple projects, technical support delivery, and vendor oversight. You will be a trusted advisor to your partner(s) and will provide the appropriate mix of people, process, and technology to develop effective solutions and to establish state of the art, exceptional 24x7 service. This partner-facing role is the main access representative in a partner's service delivery and requires outstanding relationship management skills. The Service Manager (Technology Implementation Lead) is also responsible for working closely with Solution Delivery Leads (Leads, Business Technology Leadership) in the contracting phase with vendors to ensure that we have contracts that are actionable and have the appropriate SLAs/vendor expectations.
Day-to-day, you are --
Responsible as the service owner and accountable for successful service delivery of the portfolio, establishing what the partner views as successful and managing to those expectations.
Responsible for overall partner satisfaction and management of day-to-day partner-level relationships, from partner team members to executives.
Responsible to provide the functional and technical expertise to ensure successful delivery through delegation, communication and cross-departmental/divisional coordination.
Owner of the portfolio budget.
Responsible for establishing strategic partnerships and striving to become a trusted advisor to your partner(s).
Expected to be able to command a group audience and lead discussions including best practice, service solution delivery strategy, professional services methodology and executive-level requirement gathering.
Owner of service recovery and outage escalations.
Responsible to anticipate needs and position training, support and other solutions that may be needed for a successful end-user experience with our members.
Effective at managing multiple stakeholders/needs simultaneously.
As a well-rounded Service Manager (Technology Implementation Lead), your skills and experiences likely include --
Ability to challenge partners to drive a best practice approach for effective service levels.
Consultancy experience, including project team leadership at the program level.
Ability to think strategically and turn business objectives into effective solutions.
Ability to influence others in a matrix-team environment.
Own your assignments from commencement to conclusion, providing partners with appropriate progress reports on a timely basis.
Experience working with all levels of stakeholders up to and including the executive level.
Collaborative and consultative work style.
Excellent time management.
Ability to occasionally travel to other cities to support partner needs (+/- 10% estimated).
Strong executive presence and demonstrated ability to build, extend, and maintain partner relationships.
Strong customer focus behaviors, results driven, dynamic, adaptable, and a proactive can do attitude.
Required Qualifications --
Completed or actively pursuing a Bachelor's Degree in any business discipline
PMP certified or related experience as a leader in technology
8+ years of progressive experience working in large IT projects, including budget/portfolio management
Evidence of technical problem solving skills
Preferred Qualifications --
Experience managing vendor contracts/engagements
Experience with a variety of operating systems/environments (such as Windows, UNIX, Linux, etc.)
Experience driving project or program governance
Experience in the healthcare/health solutions industry
Reports to the Associate VP, Business Technology Leadership, Edge - Information Technology
Scheduled Weekly Hours
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