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Job Overview

The Manager, Affiliate and Partner IT Services position is responsible for leading the Affiliate and Partner IT

Services team, managing their day-to-day activities, oversight of Affiliate & IT Services program and staff,

driving continuous improvement and optimization, and collaborating with other department leaders and partner

leadership to effectively develop and deliver on provided IT services. This position manages the full IT service

lifecycle, including: success factors, planning, operations, financials, contracts, software and hardware services

and drives continuous success and growth for partner organizations and the program.

+ Team Leadership: Provide direction and day to day leadership to a team of IT Service Success Managers. Develop and maintain high performing and engaged employees through effective hiring, coaching, and talent management processes. Foster a collaborative and success-oriented environment where team members are empowered and accountable. Align day-to-day work to strategic goals. Serve as a point of escalation for both partners and internal teams.

+ Methodology and Process Leadership: Champion and drive continuous improvement efforts, empower the team to identify and implement continuous improvement and automation. Build and maintain program methodologies and models. Proactively lead through organizational change to help employees’ transition from current state to future state and to achieve the required business results. Set and uphold team standards, templates, processes, and models. Develop and uphold team standards, templates, service models, and pricing models.

+ Partner Experience Management: Measure, manage, and report on partner and program success. Lead and support periodic, quarterly and/or annual IT service reviews with partners to assess satisfaction, performance, and future needs. Monitor and report on service performance, trends, and partner feedback.

+ Service Adoption and Value Realization: Drive the adoption of provided IT services, platforms, and capabilities within partner organizations and standardization of those services internally. Measure and communicate value realization opportunities and service adoption by partners, identify opportunities for expansion and greater adoption. Identify and develop new business opportunities and services.

+ Project Coordination: Manage assigned IT project initiatives across planning, delivery, testing, and transition tosteady-state operations. Monitor and report on project milestones, budget adherence, and risk managementactivities. Engage in, monitor and report on partner-impacting projects and initiatives and the program overall.

+ Financial and Contract Administration: Measure and report program -level IT service financials, including invoicing, forecasting, and cost optimization efforts. Support contract management processes: identifying IT services, ensuring contract deliverables are met, facilitating renewals and approvals, and recommending expansions or modifications. Collaborate with IT, Finance, Contracting, and Legal to build service models and templates.

+ Internal Collaboration and Advocacy: Collaborate closely with IT Operations, Applications, Cybersecurity, Data Technology, and other teams to ensure holistic support. Act as the voice of the partner internally, advocating for enhancements and priorities that align with strategic goals.

+ Performs other duties as assigned

+ Complies with all policies and standards

Required Qualifications

+ B.S./B.A. Bachelor's degree in Information Technology, Computer Science, Healthcare Administration, Business, or a related field.

+ 10 years Experience in IT service management, customer success, partner management, project management, or IT account management.

+ 3 years Strong contract and financial acumen in budgeting, invoicing, cost management, and contract terms.

+ 3 years Proven track record in client relationship management, proactive problem solving, and service improvement initiatives.

+ Leadership experience with increasing levels of accountability

+ Demonstrated experience managing multiple cross-functional projects and priorities including experience leading teams in a remote environment

+ Experience managing both software and hardware services in an enterprise or healthcare environment.

+ Excellent written and verbal communication skills, including with executive-level business & technology partners and presentations

+ Demonstrated experience with executive stakeholder management and communication

+ Familiarity with ITIL service management practices and project lifecycle methodologies.

Preferred Qualifications

+ 1 year Direct leadership experience with teams.

+ Healthcare IT experience strongly preferred (clinical applications, EMR/EHR support, device anagement, etc.).

+ Data-driven reporting and dashboard creation skills (Excel, Power BI, ServiceNow reporting, etc.)

+ Experience with physicians agreements or CMS compliance requirements

+ New client or business development experience

+ Experience developing IT service models, including pricing

+ ITIL Certification or

+ PMP Certification or

+ equivalent credentials

Benefit Overview

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://www.fairview.org/careers/benefits/noncontract

Compensation Disclaimer

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

EEO Statement

EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status