EUS Senior IT Operations Manager Job in Pleasanton, California US
EUS Senior IT Operations Manager
EUS Senior IT Operations Manager End User Services (EUS) is Kaiser Permanente's regional front door to all delivered IT products and services. While different groups within KP-IT become involved with project solutions and IT operational delivery, EUS assumes overall accountability to ensure the delivery of IT solutions and services for users. This includes overseeing medical center IT operations, IT strategic planning alignment with regional business goals, facilitating systems transition, overseeing major vendors, maintaining business relationships and making investment decisions. The IT EUS Operations team focuses on Medical Center relationship management, coordinated project delivery, vendor management and oversight of day-to-day operations at the Medical Center. EUS also serves as the primary point of contact across the other Business Information Office portfolios (Business Infrastructure, Care Delivery, Health Plan and the Regions) and is charged with understanding and delivering the regional strategic direction and priorities. Essential Functions: Position: Senior Operations Manager Group: End User Services Location: Multiple Essential Functions: The Senior Operations Manager leads a group of local service and delivery operations, by developing and implementing operational service levels and customer satisfaction metrics, in conjunction with the End User Services and Business Information Office (BIO), operational metrics, and best practices. The Senior Operations Manager and operations teams manage the regional distributed computing infrastructure spanning network, telephony, server, desktop and other local devices. The Senior Operations Manager is directly responsible for the operational performance of multiple service area distributed computing infrastructures including establishing and maintaining service levels, customer satisfaction and tracking financial performance against budget. In addition, the EUS Senior Operations manager will maintain an operational end-to-end view of The Operations Groups in delivering business value Additional responsibilities include: Managing a diverse group of Operations Managers, ITFS desktop, network, telephony, server, project managers, and vendors who provide support related to distributed computing (network/telephony/PC/servers), and related technologies; Audit audit service request queues to ensure tickets are being completed in a timely manner per service level agreements. Proactively involved in program and project implementation coordination assuring committed timeliness and quality standards are achieved; Establish clear individual and team priorities to deliver IT functions and is accountable for tactical execution of assigned projects and/or strategies in the assigned service areas; Develops and implements proper measures, reports, and monitoring tools to measure delivery of services (SLAs) by service group; Proactively uses metric trends/data to make course adjustments and to ensure efficient/effective use of KPIT resources; Manages the use and compliance with established and documented KPIT/ITFS processes, tools, and best practices; Proactively initiates required processes/improvements to achieve business results and challenges KPIT/ITFS processes that do not support the delivery of appropriate solutions to business partners; Demonstrates interpersonal leadership skills; Evaluates and continually challenges staff/team performance improvements and ensures appropriate accountability from self, staff, and other management; Partners proactively with the BIO and other functional KPIT departments to attain the best outcomes for the organization (including cross boundary commitments); Actively partners with the BIO's and other regional managers to ensure strategic priorities are aligned and projects are being implemented on schedule. Participates in developing yearly budgets (operating and capital) and monitoring of spend against established budget; Participates on special projects as a team member or team lead. Qualifications: Basic Qualifications: Bachelor's degree, or 4 years of additional work related experience 8 years demonstrated operational management experience across network, telephony, server, and distributed computing Experience in managing and developing a staff of more than 10 people Demonstrated success in managing an environment of 3000 or more desktops Experience with budgetary scope of at least $5 million Demonstrated success in establishing and managing service levels and customer satisfaction Demonstrated success in managing program portfolios of various projects of large scope and size. Fully understands the business environment and can influence improved outcomes. Preferred Qualifications: - Healthcare experience