Manager of Enterprise IT Customer Success, Information Technology, Dell Medical School
Job Posting Title:
Manager of Enterprise IT Customer Success, Information Technology, Dell Medical School
Hiring Department:
Dell Medical School
Position Open To:
All Applicants
Weekly Scheduled Hours:
40
FLSA Status:
Exempt
Earliest Start Date:
Immediately
Position Duration:
Expected to Continue
Location:
UT MAIN CAMPUS
Job Description:
Under the direction of the Office of the CIO, this role directs and oversees day-to-day IT client technology and services including end user client deployment, configuration and engineering / audio visual deployment, configuration, and engineering / help desk quality assurance and testing and end user training.
Job Details:
General Notes
Anticipated start date for this position is after September 1, 2019. It is expected that this role is a matrixed “player-coach” with a leader willing to build processes and teams and simultaneously individually resolve tickets, projects or customer issues without hesitation. Furthermore, this role will direct and oversee aspects of the enterprise department’s IT client services operational policies, procedures, objectives and initiatives regarding service delivery framework, metrics, service level agreements, outage and incident response, change and configuration management, process improvement and overall customer satisfaction. This includes detailed expense level budgeting, accounting, contract management, vendor relationship management, financial variance reporting, device life cycle management, and purchase order life cycle management. Additionally, this role will track customer satisfaction surveys and develop action plans to address areas for improvement inclusive of a transparent partnership with key clinical and academic faculty members to rapidly address any opportunities for service delivery improvement. Customer Success is about more than delivering service or support. It’s about having real-time visibility into the issues our customers are facing and finding smarter ways to manage those issues in ways that allow our customers to extract maximum value. It is expected that this roll will partner with leaders across all Dell Medical School missions to identity key opportunities to extract maximum value from technology.
Responsibilities
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Plans, directs, and manages a team of IT customer technology specialists with a focus on ensuring delivery of customer service excellence and success across the organization through the management and provision of technical and support activities. This includes facilitating customer awareness of technology services and service level expectations to the customer base at all levels and across all missions within the organization.
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Provide leadership to business process improvement initiatives that affect core functions and missions, platforms and systems that support the growth and profitability of the business and enhances the quality of the member and provider experience. This includes ensuring compliance with all regulatory agencies, specifically HIPAA, JCAHO, and CMS.
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Works with clinical and faculty leadership across the enterprise and with key organizational partners to remove barriers and ensures IT Customer Success goals and objectives are met and completed in a timely manner with high quality and at the full satisfaction of the providers and faculty. This includes regular interaction with the executive team, clinical leadership, faculty, academic leaders and individual department heads to ensure that operational priorities are aligned with the total enterprise direction.
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Implements new or improved processes or procedures that improve quality of work produced by the team or eliminates / reduces operating expenses. This includes close partnership with DMS enterprise finance and planning teams and performing financial duties to meet budgetary goals.
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Serves as a high-level customer facing IT leader ensuring collaborative and effective relationships with all parts of the organization, including fostering and developing a high performing team.
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Other related duties as assigned.
Required Qualifications
Relevant experience typically exhibited by at least 3 years of IT management experience, ability to manage across multiple domains and organizations both direct and matrixed relationships. 5+ years of experience Solving Business, Financial, Academic, and/or Clinical Problems inclusive of healthcare client technologies selection, deployment, implementation, and day to day technology maintenance. The Dell Medical School is especially interested in qualified candidates who can contribute to diversity and excellence within the learning health system. At the Dell Medical School we strive to create a vital, inclusive health ecosystem. To ensure alignment, we follow these fundamental values: https://dellmed.utexas.edu/culture. Relevant education and experience may be substituted as appropriate.
Preferred Qualifications
Bachelor's degree in computer science, business administration or other related field. PMP, ITIL, Agile, Six Sigma, or similar methodology certification. Five or more years experience and a very strong understanding of user workstation environment inclusive of infrastructure components (LAN/WAN/Wi-Fi), Multi Operating system Platforms (Windows, OSX, Mobile), and managing effective voice/video solutions, prior experience in Microsoft and Cisco technologies. Track record of excellence and a strong desire to drive change towards integrated EHR, ERP, and departmental systems along with having progressively more responsibility in managing information-based projects and managing broad-based directives without significant input. Self-Motivated with the ability to exercise independent judgment with minimal direction from the supervisor including strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments.
Salary Range
$60,756 + depending on qualifications
Working Conditions
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May work around standard office conditions.
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Repetitive use of a keyboard at a workstation.
Required Materials
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Resume/CV
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3 work references with their contact information; at least one reference should be from a supervisor
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Letter of interest
Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume in the first step of the online job application process. Then, any additional Required Materials will be uploaded in the My Experience section; you can multi-select the additional files or click the Upload button for each file. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.
Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find Jobs. Before you apply though, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile. This information will be pulled in to your application. The application is one page and you will need to click the Upload button multiple times in order to attach your Resume, References and any additional Required Materials noted above.
Employment Eligibility:
Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.
Retirement Plan Eligibility:
The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.
Background Checks:
A criminal history background check will be required for finalist(s) under consideration for this position.
Equal Opportunity Employer:
The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.
Pay Transparency:
The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Employment Eligibility Verification:
If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.
E-Verify:
The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:
Compliance:
Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.
The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the 2018 report here or obtain a copy at University Compliance Services, 1616 Guadalupe, Suite UTA 2.206, Austin, TX 78701