This Manager, Service Management will be responsible for the daily identification development of the support content that will be presented to the Fairview user community through self-service channels leading to a full chatbot implementation. It will have a team (3-5) of content developers and customer experience (Cx) analysts that will identify, prepare and develop (write, script, & document) support content to be applied in a self-service, automated and eventually a self-healing environment.
This position will be responsible to create and direct day to day operations, an implementation plan, rollout, and drive maturity of newly created processes. It will lead the development of process automation and scripting to mature existing Fairview processes and advance service and support for the Fairview support environment. It will communicate status and progress of the efforts to the enterprise at large. This leader is responsible for Cx and the customer facing IT services as they pertain to incident & requests from the customer perspective.
This manager role will lead based on a roadmap of content and activities to meet specific milestone points and key deliverables. The roadmap will include tool integrations between Fairview and a strategic partner (ITC) to create the capability for a full self-service / chatbot rollout.
This is an infrastructure role that will be critical in the maturation of IT services and content the Fairview end user needs to perform their roles. It will reduce the amount of support contacts in the IT environment by offering self-service alternatives in the beginning, and process automation in the future. This will increase efficiency and reduce costs in the support environment and IT budget. It will also share responsibilities with peer Service Delivery leaders build out a strong foundation for ITIL based service management functions across IT.
Lead a team that develops and manages a superior IT service experience for Fairview users. This includes directing a staff that provides content development and scripting based on a long-term service roadmap. Manage support functions and coordinate with resources to ensure work is completed according to end users needs.
Provide appropriate escalation to leadership for issues/problems as necessary. Coordinate all issues and escalations that arise for supported platforms and technologies utilizing knowledge of organization's policies, procedures, and business operations.
Lead the content identification and development that aligns with the overall roadmap. Day decisions on content management.
Provide thought leadership to the continuous improvement of processes, policies and best practices to optimize performance and availability of technologies. Drive and develop consistent technical build, implementation and support processes. Verify designs are validated and adhere to defined standards
Define, track and measure overall department performance and metrics. Complete and distribute applicable reports, models, status updates, statistics, etc., to technology leadership as required. Provide proper escalation to leadership for issues/problems as necessary.
Continuously develop content, knowledge and technical subject matter expertise by remaining apprised of industry trends, the direction of emerging technologies, and their potential value to the business. Gain and maintain a broad understanding of business, business needs, and how assigned technologies drive and support the business.
Provide direction to a team of employees and day-to-day leadership to a team of employees. Develop and maintain an organization of high performing and engaged employees through effective hiring, coaching and performance/talent management processes. Influence and implement a resource strategy based on business need, scope of work, cost, and skill requirements. Foster a collaborative, success-oriented team environment where resources are empowered and accountable.
Ensure compliance with organizational standards, practices and methodologies. Participate in the continuous improvement of methodologies, practices and standards.
Define, track and measure overall department performance and metrics. Complete and distribute reports, models, status updates, statistics, etc., to technology leadership as required. Provide proper escalation to leadership for issues/problems as necessary.
Effectively lead team that ensures timely execution of project deliverables. Provide oversight to ensure program/project adherence to analysis strategy, standards, policies, tools and procedures. Apply appropriate analysis principles and standards during project analysis, design and implementation phases.
Proactively lead through organizational change to help employees transition from current state to future state and to achieve the required business results. Lead by example and model positive behaviors.
Participate in the annual budget and planning process for assigned organization, technical assets and related projects. Participate in the prioritization and planning of technology solutions to meet and maximize the annual investment budget. Collaborate with teams across the business and with vendor partners to effectively and accurately estimate work effort and associated costs for deliverables. Manage to the yearly department budget.
Bachelors degree in a computer-related field, Computer Science or an equivalent combination of experience, education and training
5+ years of leadership experience managing teams
Strong leadership, coaching and mentoring skills
Excellent oral, written, and interpersonal communication and presentation skills
Ability to work with a range of customers, technical staff, operational partners and IT leadership
Ability to facilitate problem solving among groups with varying needs and priorities
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.