Integrated Manager – IT Strategy & Customer Relationship

Job title: Integrated Manager – IT Strategy & Customer Relationship

Job description: Location: KW Campus

Work Type: Full Time

Shift: 7.5 Hour Shifts Monday to Friday days but flexibility and overtime may be required

Summary:

Reporting to the Integrated Executive Director Digital Services, the Integrated Manager Digital Services Strategy & Customer Services will manage collaborative partnerships between all stakeholders and future partners. Responsible for leading the customer services desk, desktop and telecommunication team to provide excellent customer service experiences and resolution of issues to ensure high quality technical support and increase customer satisfaction. The Integrated Manager, Digital Services Strategy & Customer Services has the mandate to establish relationships between IT and internal and external stakeholders to increase the value realized from IT assets, investments, and capabilities. The manager is responsible for understanding business requirements, prioritizing demands within a risk framework and ensuring IT solutions and services meet customer needs. The manager also supports efforts to develop digital services strategies in alignment with the overall business strategy for GRH and SMGH.

• Develop and manage relationships between Digital Services and internal and external stakeholders and vendors to drive customer satisfaction.
• Supports efforts to develop IT strategies for the business programs in alignment with the overall business strategy
• Accountable for overseeing all IT services to the customer and supports focusing these services to the critical business needs.
• Manage IT communications to other departments and the executive leadership team for identified problems and execution status reports.
• Cross functionally navigates to resolve issues, identifies root cause and, when needed, handles organizational conflicts that impede service delivery.
• Collaborates with IT stakeholders to pursue opportunities and leverage technology to achieve business program objectives and strategy
• Responsible for providing initial project/initiative estimates for cost-benefit analysis, resourcing, pre-project high level business solution design and overall solution delivery.
• Ensure the business units understand the technology solution, overall solution delivery, and compliance to governance processes and technology roadmap
• Ability to understand and communicate complex business requirements to the technology teams.
• Ensure alignment of projects with the technology that provides maximum return of investment (ROI).
• Review and analyze the effectiveness and efficiency of existing requirements-gathering processes, and develop strategies for enhancing or further leveraging these processes.
• Establish customer service standardsContinually monitor and improve customer services experience
• Develop and communicate strategy and effectively communicates changes with stakeholders
• Provides operational management of the Customer Services Desk, , Desktop and Telecommunication and switchboard team and evaluate performance
• Recruit, train and support customer services desk, desktop & telecommunications and switchboard representatives and technicians
• Establish best practices through the entire technical support process
• Develop daily, weekly and monthly reports on customer service performance
• Provide customer feedback to the appropriate internal teams, like product developers

Qualifications:

• BSc degree in Computer Science, Information Technology or relevant field Proven work experience as a Help desk, desktop & Telecommunication manager
• Hands on experience with help desk, desktop and Telecommunication software
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Excellent stakeholder engagement skills
• Team management skills
• PMP preferred
• Minimum 5 years of progressively responsible information system/informatics leadership experience preferably in a hospital or health care setting
• Demonstrates strong leadership, supervision and management of teams, fostering a respectful, motivating and supportive environment. Possesses strong facilitation skills
• Inspires a shared vision and aligns performance goals and objectives for team and individuals to ensure match with strategy while maintaining group cohesiveness, motivation, commitment and effectiveness
• Demonstrable expertise with project management techniques, principles and methodologies and ability to coach team members on these skills
• Utilizes initiative, vision, independent thinking and creative problem-solving abilities to implement project plans and realize project completion
• Applies superior conflict management skills and expertise to persuade and negotiate effective resolution of issues/disputes.
• Fosters collaboration and effective working relationships with stakeholders that promote cooperative goals and contribute to an atmosphere of trust and mutual respect.
• Proven ability to manage in a complex environment
• Results oriented work ethic to work independently as well as be part of a team to accomplish goals and objectives and deliver quality, consistent and timely results
• Proven ability to embrace change and make logical future focused decisions
• Excellent communication, interpersonal, organizational and relationship management skills
• Excellent facilitation, problem solving and analytical skills as well as the ability to lead, coach and mentor others
• Proven experience in interfacing with external bodies
• Uses sound business acumen to manage the fiscal resources of assigned projects/services in a manner that is financially responsible and consistent with overall goals of the partnership.
• Models and promotes core ethical practice, organizations’ values, and reflects an optimistic and positive attitude
• Experience and knowledge of IT delivery and support processes and standards.
• Ability to work professionally with confidential, proprietary data and information and maintain confidentiality.
• Excellent interpersonal skills and the ability to interact effectively and professionally with individuals at all levels, both internal and external.
• Excellent organizational skills with attention to detail and the ability to plan, implement, and manage multiple projects simultaneously within inflexible time frames as well as priority changes.
• Demonstrated knowledge and application of change management theory
• Good attendance record.
• Experience with the Cerner Millennium suite of products is preferred but not required.

As part of our commitment to the health and safety of our patients, staff and community from COVID-19, subject to any accommodation required by applicable human rights legislation, Grand River Hospital requires that all staff have received all required doses of a COVID-19 vaccine approved by Health Canada.

APPLICATIONS WILL BE RECEIVED UNTIL THE POSTING IS CLOSED.

Please include a resume with your application in order to ensure that your qualifications are appropriately considered in the hiring process.

Grand River Hospital is committed to fair and equitable employment and in our recruitment and selection practices. We strongly believe in inclusion and diversity within our organization, and welcome all applicants including, but not limited to: racialized communities, all religions and ethnicities, persons with disabilities, LGBTQ2S+ persons, Indigenous people, and all others who may contribute to the further diversification of our Hospital community. We are committed to providing and fostering a respectful workplace for all employees, free from violence and harassment. Grand River Hospital is a proud member of the Canadian Centre for Diversity and Inclusion (CCDI).

Upon individual request, the hospital will endeavour to remove any barrier to the hiring process to accommodate candidates, including those with disabilities. Should any applicant require accommodation through the application, interview or selection processes, please contact Human Resources in advance for assistance.

Click Here to Apply

Source: