Service Delivery Manager

What you will be doing:

The Service Delivery Manager (SDM) has three core responsibilities: to provide contracted services to designated customers, to advance capabilities of technical solution delivery, and to be the technical lead in new implementations This includes user provisioning, mobile solution deployment, rollout of major new functionality, overseeing project milestones, and general support for information security and business continuity. The SDM will be customer-facing and will partner with other account leadership to ensure exceptional customer service. Additionally, the SDM will be responsible for creating strong partnerships with Premier stakeholders and solution owners.

This position requires:
* Strong customer management skills; Experience in leading technical discussions, strong relationship building,
communication, organizational and leadership skills.
* Knowledge of existing and emerging hardware and software technologies and an aptitude for learning new
technologies.
* Ability to work independently and to drive multiple, competing projects/priorities at once.
* This position will work closely with Senior Leadership to ensure continuing process improvement and
standardization in understanding of changing technology and other technical integrations and support of ERP.

Key Responsibilities

Responsibility #1- 30%

Program Management
* Creating and managing a program that ensures Premier remains in compliance with contractual terms. Manage in advance our ability to deliver technical solutions. This includes, but is not limited to:
o Creating structure for managing and tracking obligations
o Identifying internal stakeholders and creating partnerships as various stakeholders will have information necessary for compliance reporting
o Developing and maintaining critical deliverables (plans, dashboards, roadmaps, etc.)
o Assessing program gaps and developing a clear plan for quickly addressing gaps

Responsibility #2 - 30%

Deployment of Technology
* Working collaboratively with other Premier partners to improve the overall delivery of technology and services within the organization and to our member base.
* Focusing on taking new capabilities from the development organization and improving the process for how we deliver operationally to the appropriate teams.
* Working with Support, Development and other Premier partners to troubleshoot issues and effectively communicate resolution plans, as appropriate, with members and internal organization.

Responsibility #3 - 20%

Relationship Management and Communication
* Building meaningful professional relationship with customers and internal business partners
* Working vertically and horizontally within the organization to deliver high levels of customer service
* Effectively communicating strategy, roadmap, compliance metrics and KPI at all levels of the organization (internally and externally)

Responsibility #4 - 20%

Information Security and Business Continuity
* Leading large-scale and complex exercises required to fulfill contractual obligations along with leading actual disaster recovery events, as required. The SDM will utilize the defined program structure and related deliverables during exercises and events.
* Reporting on complex contractual obligations and fulfilling related document/data requests. The SDM will work with the following entities to fulfil compliance-oriented requests:
o Customers
o Internal and external auditors
o Inspectors
o Regulators

Required Qualifications

Work Experience:

Education:

Preferred Qualifications

Skills:

* Technical proficiency in SQL, HTML, Windows 10, Basics of Networking/User Provisioning, Office 365
* Serving internal and external customers, building relationships and navigating organizations to exceed expectations
* Proven team leadership experience

Experience:

* Experience in a regulated industry (Healthcare, Banking)
* Experience in program or project management, accounting management or IT
* Experience showcasing comfort with IT-oriented topics and Cyber Security
* Demonstrated knowledge of hospital financial / supply chain systems, financial decision support systems and HR/payroll systems

Additional Job Requirements:

• Remain in a stationary position for prolonged periods of time

• Be adaptive and change priorities quickly; meet deadlines

• Attention to detail

• Operate computer programs and software

• Ability to communicate effectively with audiences in person and in electronic formats.

• Day-to-day contact with others (co-workers and/or the public)

• Making independent decisions

• Ability to work in a collaborative business environment in close quarters with peers and varying interruptions

Employees also receive access to the following benefits:

* Health, dental, vision, life and disability insurance

* 401k retirement program

* Paid time off

* Participation in Premier's employee incentive plans

* Tuition reimbursement and professional development opportunities

Premier at a glance:

• Ranked #1 on Charlotte's Healthiest Employers list for 2019, 2020, 2022, and 2023 and 21st Healthiest Employer in America (2023)

• Named one of the World's Most Ethical Companies by Ethisphere Institute for the 16th year in a row

• Modern Healthcare Best in Business Awards: Consultant - Healthcare Management (2024)

• The only company to be recognized by KLAS twice for Overall Healthcare Management Consulting

For a listing of all of our awards, please visit the Awards and Recognition section on our company website.

Employees receive:

• Perks and discounts

• Access to on-site and online exercise classes

Premier is looking for smart, agile individuals like you to help us transform the healthcare industry. Here you will find critical thinkers who have the freedom to make an impact. Colleagues who share your thirst to learn more and do things better. Teammates committed to improving the health of a nation. See why incredible challenges require incredible people.

Premier is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to unlawful discrimination because of their age, race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, gender expression, marital status, familial status, pregnancy status, genetic information, status as a victim of domestic violence, covered military or protected veteran status (e.g., status as a Vietnam Era veteran, disabled veteran, special disabled veteran, Armed Forces Serviced Medal veteran, recently separated veteran, or other protected veteran) disability, or any other applicable federal, state or local protected class, trait or status or that of persons with whom an applicant associates. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. In addition, as a federal contractor, Premier complies with government regulations, including affirmative action responsibilities, where they apply. EEO / AA / Disabled / Protected Veteran Employer.

Premier also provides reasonable accommodations to qualified individuals with a disability or those who have a sincerely held religious belief. If you need assistance in the application process, please reply to diversity_and_accommodations@premierinc.com or contact Premier Recruiting at 704.816.5200.

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