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The Role
The VP - Applications - Managed Services role is a senior leader responsible for the seamless delivery of healthcare IT application services within the Nordic portfolio. We are currently looking for an experienced, insightful, forward-thinking leader with experience supporting a team focused on a portfolio of healthcare applications including Epic EHR & Workday ERP.
Nordic,repeatBestinKLASITServicesFirmandsolelyservingthehealthcareindustry,strivestoempower healthcareproviderstoleveragetechnologyandtorealizedigitaltransformation.AllNordicstaffembrace Nordic’s maxims and mission to serve our customers who care so well for us.
Key Responsibilities
- Consults with appropriate key stakeholders to identify issues related to application performance and work with Nordic leadership to develop and then manage appropriate outcomes.
- Leads large application teams in the seamless delivery of services to our clients.
- Identifies key performance indicators and service metrics.
- Drive the instrumentation of consistent data collection and the operating reviewal rhythms to ensure compliance.
- Strategizes with Client and Nordic Leadership to proactively assist in improved performance and problem avoidance, including the deployment of necessary Nordic resources.
- Works collaboratively to provide value to clients both internal and external) through business/industry insight and innovation.
- Ensure seamless delivery of Nordic’s solutions and services to attain revenue goals; monitor and ensure projects meet process metrics and client satisfaction
- Identifies, constructs, and implements plans to remove friction in the day-to-day operation.
- Lead various operating forums with focus on performance toward goals, challenges, and associated remediation actions.
- Deliver cohesive and comprehensive progress reports to executive leadership.
- Builds and maintains an integrated score card that provides the appropriate governance for all technology teams, and that will contribute to client satisfaction.
- Promotes an automate first, lean process strategy in the delivery of services.
- Engages with cross-functional teams to prioritize and integrate process development and maturation, ensuring that the right talent is engaged and utilized at the appropriate level to achieve successful service delivery outcomes.
- Lead the culture of continuous improvement by identifying projects, initiatives and getting the client or leadership engagement and deliver them.
- Develops specific goals and plans to prioritize, organize, and accomplish work for self and direct reports.
- Develop and implement action plans to address and improve deficiencies in process and performance as identified.
- Reports on performance to client leadership and regularly quantifies the benefit/accomplishments Nordic has delivered.
- Collaborates with on-site resources in service delivery and problem solving to maximize solution offering and client satisfaction.
- Assist with providing comprehensive, succinct updates to Nordic Leadership to drive awareness of any Client support requirements and/or risks that could impact service delivery.
- Position coordinates with Nordic Client Delivery leader
- Provides budget management, manages all hiring, career development/planning, annual performance reviews for the teams they directly lead.
- Possess the leadership skills and abilities to grow and develop high performing teams.
- Perform all leadership functions within the employee onboarding, professional development and offboarding lifecycle.
Skills and Experience
- Bachelor's degree in Computer Science, Information systems, Engineering, relevant technical field
- 10+ years of EHR Application experience
- 10+ years of progressive leadership experience, and in a large high growth IT organization with diverse business application areas
- 10+ years’ experience working across business stakeholders, vendors, and cross-functional teams to understand business needs and deliver outcomes.
- 10+ years’ experience translating complex business requirements into staffing plans, roadmaps, and execution plans.
- 5+ years’ experience driving process rigor and outcomes by analyzing SLAs, defect trends, priority, severity, and operational metrics.
- Vendor product certifications for Epic, Cerner, or MEDITECH (preferred)
Minimum Years of Experience
- Experience in managing SLAs, OLAs, and KPIs via service management tools in a Provider environment.
- A thorough understanding of the interdependence of systems and their impact to our healthcare clients
- Understanding of the quality assurance, risk management, and security considerations and their impact on overall application environment
- Strong understanding of the software development life cycle and agile operating models
- Strong process management and problem resolution skills
- Experience in business systems and process planning
- Demonstrated ability to assess client needs, creatively approach solutions, decide, and influence appropriate courses of action.
- Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations.
- Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.
- Demonstrates strong executive presence and strategic thinking skills.
- Demonstrates strong financial acumen ability to construct business cases to secure strategic initiatives.
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
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