Mayo Clinic Looking for IT Service Delivery Manager – Remote at Minnesota Full Time

Mayo Clinic’s tech culture is rooted in passion for technology, embraces innovative thinking and strives for high performance. Our teams drive change in health care through comprehensive connected health and digital transformation strategies.

Some examples of our major initiatives are:

• Utilizing artificial intelligence and machine learning principles to develop next generation patient centric care systems
• Transforming the practice by applying data science techniques to discover new approaches to health care delivery
• Leveraging Enterprise Architecture to construct integration centricity, promote data liquidity, and provide innovation support

This transformation creates, connects and applies integrated knowledge to deliver the best health care, health guidance and health information to patients, customers, partners, providers, employees anywhere and anytime so the needs of the patient come first.

Job Description

City Rochester

State Minnesota

Telecommute Remote

Department Information Technology

Description: Why Mayo Clinic
Mayo Clinic is the nation’s best hospital (U.S. News & World Report, 2022-2023) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. Across all locations, you’ll find career opportunities that support diversity, equity and inclusion. At Mayo Clinic, we invest in you with opportunities for growth and development and our benefits and compensation package are highly competitive. We invite you to be a part of our team where you’ll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!

Mayo Clinic offers a variety of employee benefits. For additional information please visit Mayo Clinic Benefits . Eligibility may vary.

Position description
This is a full-time remote position with in the United States.

The IT Service Delivery Manager is responsible for ensuring IT services meet customer needs and expectations as agreed to in the published service catalog or other service offering. The main competency of a Service Delivery Manager centers on the disciplines of operations management and/or delivery of services. This responsibility includes full life cycle management for each service: definition, design, construction and operation, as well as the evolution of service offerings in partnership with stakeholders. IT Service Delivery Managers are responsible for all phases of life cycle management of the service and to ensure continuous improvement efforts are dedicated to delivering high performing, reliable, and consistent operations and developing tech culture based teams while optimizing costs and delivery times. The IT Service Delivery Manager is responsible for standardizing work intake processes, prioritizing work, and all aspects of workforce planning including ensuring direct reports are adequately trained, aligning resources with appropriate assignments and managing team performance. IT Service Delivery Managers provide structure, guidance and support for budget planning and staffing for delivery of service. May serve as Secretary, Assistant Secretary or member of IT for institutional committees.
Key Responsibilities:

• Understand the business environment for the systems being supported by the team.
• Meet with business partners on a regular basis to keep up to date on roadmaps and plans, understand pain points, and ensure an understanding of IT needs.
• Liaison between business partners and technical team members during project planning; provide oversight through the project cycle.
• Assign appropriate resources to agile teams / pods / projects
• Ensure proposed solutions have documented technical and support requirements that are in line with Mayo standard processes
• Liaison with vendors; work with vendor, IT and business partner operations team to ensure appropriate joint application support models are implemented, including incident management, impairment/outage management and communication, testing, and release management
• Ensure regular meetings are scheduled with vendors to discuss incidents, releases, and improvement activities. Document action items; escalate issues as needed
• Work with team leads to oversee work tracking and work completion with each team using ADO
• Personnel management including regular 1×1 interactions, provision of growth opportunities, and documentation/tracking of goals and accomplishments on a quarterly basis.
• Lead optimization and improvement activities around support and incident management, working with the Level 2 and Level 3 teams
• Utilize ServiceNow to track support-related metrics including incident volumes and trends, response and resolution times, incident categorization, etc.
• Monitor work requests, application release work, and support volumes versus resource levels to complete monthly resource forecasting and ensure adequate staffing.
• Hiring, performance appraisals, removing roadblocks for the team
• Communicate IT and business partner initiatives and direction and changes with the team

Qualifications
Bachelor’s degree with 6 years of experience, which includes 2 years of demonstrated leadership experience; Or, Associated Degree with 8 years of experience, which includes 2 years of demonstrated leadership experience and commitment to obtain a Bachelor’s degree within 4 years.

Experienced with committee and consensus-managed, physician-led organization. Other Qualifications: Requires skill in effective decision making and effective consensus management. Strong understanding of finance, business processes, budgeting and human resources development. Excellent verbal and written communication skills. Demonstrated history of continuing education in personnel and administrative processes. Experience with personnel management, resource allocation, coaching and mentoring.

Authorization to work and remain in the United States, without necessity for Mayo Clinic sponsorship now, or in the future (for example, be a U.S. Citizen, national, or permanent resident, refugee, or asylee). Also, Mayo Clinic does not participate in the F-1 STEM OPT extension program.

Additional qualifications
Master’s degree preferred with 4 years of experience. Experience working in healthcare technology. Experience with managing both custom developed and vendor-supplied products and services. Some travel may be required in this position.

• Experience managing and growing team members across 2-3 teams
• Proven track record of managing relationships with multiple Product & Technology Stakeholders to create a combined roadmap. Technology partners includes the spectrum of Engineering, Enterprise Architecture, and Information Security
• Deep experience in implementing 3rd Party Vendor Solutions and creating a reliable ecosystem of integrated products
• Passion for Operational Excellence – specifically in regards to Monitoring and Alerting
• Passion for reliable and predictable release patterns involving a mix of 3rd Party Vendor Solutions and in-house development
• Passion for the User Experience and finding ways to create solutions that meet needs without extensive customizations to 3rd Party Vendor Solutions

Exemption status
Exempt

Compensation Detail
$119,392.00 – $181,729.60 / year

Benefits eligible
Yes

Schedule
Full Time

Hours / Pay period
80

Schedule details
Monday – Friday 8:00 am – 5:00 pm

Weekend schedule
NA

Remote
Yes

International Assignment
No

Site description
Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.

Recruiter
Miranda Grabner

EOE
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.