The Supervisor of Technology Delivery is a leader of people, responsible for daily operations of team processes and procedures, and an accountable leader of technology services. This includes acting as a Technology Service Owner by managing, planning and ensuring the technology services are delivered and run efficiently, and within established service levels. Additional responsibilities include leading and managing the team, establishing priorities, and ensuring team members follow all established procedures, while managing the high-availability of the service. The Supervisor of Technology Delivery develops, implements, and enforces these processes and procedures to ensure consistent service and improved stability of the environment.
The Supervisor of Epic Environments will be responsible for system and technology analysis as well as capacity planning for expansions/growth to existing Epic systems. They will work with operations and application owners to understand current performance needs as well as lead or be an integral part of the problem management process. The Epic Environments team is the enterprise owner for all Epic production and nonproduction environments, the supervisor can be engaged in application security design events as well as supervise the management of Cache data processes and procedures. The supervisor will be accountable to help place projects into the correct Epic development environments and manage the environment refresh and update processes across all Epic environments. This role bridges the gap between application needs and infrastructure requirements.
Directs staff to provide timely and accurate upper tier support services 24x7. Manage priorities and coordinate with resources to ensure work is completed according to established service levels.
Have a continuous pulse on the technology service being delivered and the ability to articulate the status of the service quickly and at any time.
Establish a technology roadmap for services to align with broader business strategies and industry best practices. Ensure team stays aligned and aware of latest technology.
Establish strong relationships with defined vendors, to ensure optimal delivery of services and support.
Manage priorities and apply demand management planning methodology to accurately forecast current and future project and resource requirements. Influence and implement a resource strategy based on forecasted demand. Effectively lead team to ensure timely execution of project deliverables.
Collaborate with other leaders to implement strategies for technology delivery to meet demands of Fairviews growth. Partner with leaders to develop and manage plans for execution.
Provide thought leadership to the continuous improvement of processes policies, and best practices to optimize performance and availability of technologies.
Develop and maintain an organization of accountable, collaborative, and engaged employees through effective hiring, coaching, performance/talent management processes.
Define, track, measure, and distribute KPI metric reports, models, status updates, statistics, and demonstrate team accountability for service level expectations. Continually review operating procedures and indicators to ensure improved stability and high service availability. Provide proper escalation to leadership for issues/problems as necessary.
Proactively lead through organizational change to help employees transition from current state to future state to achieve the required business results. Lead by example and model positive behaviors.
Role specific expectations:
Responding to resource requests by actively participating in our intake process.
Be knowledgeable with overall Epic technical functionality,
Have a good understanding of Nova and Sherlock administration.
Have a good understanding of changes to Epic Target platform guide.
Understand Epic security design.
Understand Environment needs and how that intersects all support team.
Manage project assignments to environments while controlling environment sprawl.
Partner with ECSA team to schedule updates.
Participate in scheduled downtimes and managing runbook activities.
Participate in budgeting and forecasting for project and annual activities.
Understand licensing for cache as well as apple orchard impacts.
Bachelors degree in a computer-related field, Computer Science or an equivalent combination of experience, education and training
3+ years of infrastructure technical experience including technical application work
3+ years leadership experience with increasing levels of accountability
Experience working with external vendors
Excellent oral, written, and interpersonal communication and presentation skills
Ability to work collaborative with a range of technical staff, operational partners, and architects to develop joint solutions
Ability to facilitate problem solving among groups with varying needs and priorities
Excellent analytical skills
Ability to multi-task and effectively prioritize work
Advanced degree or certificates preferred
5+ years of Infrastructure experience including technical application work
5+ years direct supervisory or leadership experience in a fast-growing Information Technology environment
Experience with ServiceNow
Proven continuous service improvement track record
Strong customer facing and customer service background
Experience within the Healthcare Industry
Experience in a large, complex organization
Additional Requirements (must be obtained or completed within a period of time) :
Epic knowledge specific to environments and infrastructure in the first 90 days.
Together with the University of Minnesota and University of Minnesota Physicians we have created M Health Fairview. M Health Fairview is the newly expanded collaboration among the University of Minnesota, University of Minnesota Physicians, and Fairview Health Services. The healthcare system combines the best of academic and community medicine — expanding access to world-class, breakthrough care through our 10 hospitals and 60 clinics.Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Fairview is one of the most comprehensive and geographically accessible systems in the state, with 10 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area.Its broad continuum also includes 60 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership with the University of Minnesota, ...Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.