Manager Client Technical Services

Classification: Direct Hire

Contract Length: N/A

Position Summary

The Manager of Technical Services provides leadership in executing client-based organizational goals and priorities for the technical services line of business for multiple external clients. The individual is a subject matter expert in network design, implementations, life cycle management and support across various infrastructure technologies, services and components. The manager will be current on the latest infrastructure technologies and services to ensure the enterprise infrastructure proactively meets client base requirements and service levels. This position also assists in resolving highly complex technical issues and coordinates client-wide technical services. This position requires strong team management skills, personal drive, ambition and the ability to see a strategy through to execution in a matrix-reporting environment. The individual will lead and contribute to cross-organizational collaboration on new and existing technologies, leveraging developed standards for network infrastructure investments to provide a scalable and flexible bridge between an enterprise network and business requirements. High-level responsibilities include serving as a technical services leader in CereCore, managing engineers, and delivering consistent design, build and support of the CereCore technical infrastructure. The ideal candidate will have skills that cover a broad range of disciplines, industry trends and technologies—such as Palo Alto, Meraki and Cisco LAN/WAN networking. The candidate will provide and lead creative and innovative ideas to improve the performance, support and quality of delivery of the CereCore network services

Responsibilities?

• Meeting with internal and external client leadership teams, as needed, to align strategy, services, and delivery activities.
• Responsible for personnel management, performance reviews, competency development, and coaching of staff.
• Participates and may lead the discovery and design of a client’s strategic enterprise infrastructure planning and new technology assessments.
• Communicates consistently with direct leadership and company leadership related to issues, business opportunities, concerns and/or potential roadblocks that may occur.
• Accountable to ensure proposed/planned infrastructure solutions meet business and strategic needs.
• Builds and maintains relationships with business operations, CereCore leaders, ITG, Industry Groups and vendors.
• Organizes, plans, assigns and monitors completion of technical services and measures based on delivery and profit and loss financial success.
• Leads the development and execution of client technical standards, policies, and procedures.
• Contributes and may lead Large/Complex business case proposals and assessment of technologies, financials and project plans.
• Assists the director in developing budgets, financial forecasts for internal stakeholders and client-facing budget guidelines.
• Trains and develops team members, executes the planning, assignment and direction of work addressing concerns and removal barriers for team members.
• Works with enterprise subject matter experts and support services team members in managing the resolution of client technical incidents and requests.
• Creates an environment that encourages information sharing, team-based resolutions, cross-training, and process improvement across organizational boundaries.
• Promotes system security and patient confidentiality and helps ensure compliance.
• Flexibility in work schedule to ensure project and support services do not negatively affect client operations.
• Participates in special projects as needed and performs other duties as assigned.
• Adheres to Code of Conduct and Mission & Value Statement.
  
  

Requirements

• Demonstrated proficiency in client-facing communication and problem-solving skills and ability to manage multiple projects.
• Solid understanding of appropriate technical workflows, commercially available technology, and technical implementations
• Strong understanding of hospital technical requirements and workflows.
• Mature understanding of technical design, build and support service processes and workflow.
• Demonstrated ability to proactively identify client needs, manage resources, and multi-task.
• Demonstrated ability to recruit, develop, and retain staff.
• Previous experience with outsourcing and providing outsourced services preferably in Healthcare.
• Strong knowledge of networking skills including networking topologies and network technologies including Arista, Aruba, Cisco, Check Point, and Palo Alto Networks LAN/WAN/WLAN/Firewall technologies.
• Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others.
• Strong written, verbal, and presentation skills are required in positive or negative situations.
• Ability to travel up to 25%.
• 5+ years relevant work experience
• 3+ years management experience
• Bachelor’s Degree Preferred
• A combination of Cisco, Palo Alto and Microsoft certification preferred.
• Client Facing Professional Services experience is strongly preferred.
• 5+ years IT technical experience, managing vendors, contracts, project management, and technology procurement. Proven ability to manage technology projects and ongoing support including new system development, installations, etc.
• Cisco, Palo Alto experience preferred.