Enterprise Client Support, Operations Manager

We currently have a position open for an Operations Manager (Management/Manager level) in the Napa/Solano service area.
Enterprise Client Support (ECS) is the primary face of technology support; we exist to enhance the delivery of healthcare by connecting the KP Community to IT products and solutions.

ECS partners locally with the Area Business Information Office (BIO), NFS BIO and its local clients, as well as other IT partners. ECS supports all aspects of end user devices and the network/telephony environment. The Operations Manager is responsible for service levels, customer satisfaction and performance against budget.

Responsibilities include organizational leadership, business process, resource, and financial management, sponsorship and promotion of collaborative effectiveness. This position is responsible for providing leadership and direction to employees. This work requires an expertise in communication skills, and management concepts plus a solid base of technology and/or business knowledge/skills and the ability to apply it to business problems.

Essential Functions:
Responsibilities include, but may not be limited to:
- Establishes operational goals/objectives and assignments and delegates to supervisors, team leaders and technical/professional employees.
- Involved in developing, modifying and executing company policies, which affect immediate operations.
- Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives. Implements strategic policies when selecting methods, techniques and evaluation criteria for obtaining results.
- Assures adherence to budgets, schedules, work plans, and performance requirements.
- Manages HR/People processes for the department including performance reviews/management, the employment lifecycle, resource management, compensation planning and administration, goal/objective setting/alignment, employee development/coaching and training.
- Manages, through subordinate individual contributors, (including but not limited to supervisors, consultant specialists, leads, project managers) the coordination of the activities of a section or department.
- Manages team leads and professional/technical employees typically performing similar or related roles or functions. May also manage contractors, offshore resources and/or matrixed employees.
- May have process responsibility for shared services or matrixed organizations.
- Regularly advises and collaborates with subordinates, internal/external customers, and functional peer groups at management, senior management, and executive levels, as appropriate.
- Requires the ability to influence and effect change with peers, subordinates and others.
- Exhibits and gains commitment to changes required and acts as change executor.
- Presents, organizes, and conveys problems, issues within IT with internal customers and business partners and externally.
- Requires critical decision-making skills.
- Establishes departmental strategy and tactics, and contributes to operational area's strategy formulation and execution.
- Initiates and evaluates required business process improvements in order to achieve business results and appropriate solutions for customers.
- Manages financial aspects of the department, including input to budget creation; accountable for direct budget.

Qualifications:
Basic Qualifications:
- BA/BS degree in a related field and/or 4 years of equivalent work experience.
- A minimum of 5 years of progressively responsible management experience in following areas: planning, budget/financial management, staffing.
- Minimum of 5 years of progressively responsible IT supervisory experience.
- Experience managing a staff of 10.
- Experience in managing an environment of 3,000 PCs PCs and 6,000 IT Assets (ex. printers, PDA's, etc.).
- Managing service levels and budgets.
- Managing customer relations and satisfaction.
- Working knowledge of other IT functions.
Preferred Qualifications:
- IT project management experience, managing projects of large scope and size.
- Financial management experience.
- Healthcare experience.
- ITIL v.3 certification.
- Ability to work in a Labor Management Partnership environment.