Information Services Manager

Description:

The Manager, Information Services reflects the mission, vision, and values of Northwestern Memorial, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Manager, Information Services is responsible for software / systems developers and analysts and is responsible for the hiring, coaching, performance management and salary administration. The position will manage resources to achieve NMHC goals, plan and organize workloads and staff assignments, train, motivate, and evaluate assigned staff and review progress. The position will work with internal management to achieve project and support objectives and collaborate with strategic vendor partners to achieve the most effective solutions for highly integrated and high performing solutions. Additionally, this manager is responsible for policy and procedure compliance - including education and reporting on IT General Controls and monitoring of departmental metrics. The Manager, Information Services, is responsible for the planning, design, implementation and maintenance of a wide range of applications. These applications cover multiple service lines across the NMHC system (providing real-time technology services to users both internal and external to the hospital). The individual in this position manages short and long term projects to improve IS systems and operations. The Manager works with various teams throughout the organization to review current systems and processes, assess shortcomings, analyze options for improvement, and implement solutions. The Manager oversees multiple projects of varying size and scope simultaneously. This role requires a self-motivated person who acts as a change agent, adapts quickly to new technologies and interacts effectively in a team environment.

Northwestern Medicine Information Services drives innovative, high-value solutions to transform health care.

We are committed to supporting the relentless pursuit of better medicine by providing exceptional service to our patients and guests as well as internal clients across the organization. To ensure excellence, our team goes to extraordinary lengths to ensure that our systems work together seamlessly.

Northwestern Medicine understands that technology plays an integral role in shaping the future of health care. Information Services strategically supports the organization by:

Leveraging AI, automation and rollout of advanced cyber controls that support digital transformation strategies 
Implementing advanced technologies in clinical and administrative areas 
Furthering development of the end user support model to help enhance modern infrastructure

Responsibilities:

Direct and/or manage all project, process, resource and support activities as related to supported applications
Monitor, measure and report customer service levels against agreed upon performance standards
Provide team leadership and education in support of service management and service delivery processes
Demonstrate functional insight into industry and business process domains
Participate in all major strategy, operations and project-related decisions for application management as required
Demonstrate the ability to “get things done”, effectively direct the execution of the projects to support the achievement of successful, on-time and on-budget delivery of IT commitments
Direct and validate system documentation at all stages of development and support
Provide for twenty-four hour technical support. Work with Service Management and Technology Teams to ensure problem coverage and minimize system downtimes
Manage resource agility/versatility for all direct reports and assist with progression of employee career paths
Manage vendor relationships, contracts and contract management policies for cost-effectiveness, negotiate licensing agreements, plan for major software/infrastructure upgrades, and ensure that service management processes are used
Demonstrate the ability to deal with the changing environment and to lead/facilitate and manage change efficiently and effectively where appropriate
Manage operating and capital budgets to meet NMHC budget goals
Unquestionable integrity, credibility and character and demonstrated high moral, ethical behavior

Additional Functions:

Host site visits and effective tell the “NM Story”
Present at industry conferences as needed
Represent NM at local user groups and symposiums

Qualifications

Required

Bachelor’s degree or equivalent experience
5 or more years' experience in Information Services management and project management
Demonstrated project management skills
Demonstrated process improvement skills
Demonstrated budget management skills
Demonstrated ability to effectively establish and maintain working relationships with peers and constituents at all levels of the organization
Demonstrated analysis and problem-solving skills
Experience working with and negotiating with external vendors
Experience working with and negotiating vendor contracts
Excellent team building skills
Excellent verbal and written communication skills
Outstanding coordination, facilitation, consultation and conflict resolution skills
Management experience with complex, cross-organizational systems