Technology Operations Manager

Organization Overview, Mission, Vision, and Values

Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the Best Places to live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for four consecutive years by U.S. News & World Report. We employ 3,400+ team members and serve the region with over 45 clinic locations, the area’s only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.

Position Summary

The Technology Operations Manager is responsible for IT service delivery and the operational performance, maintenance, and reliability of the enterprise technology infrastructure. This position is responsible for the efficient and productive management of key operational IT resources across various disciplines within the Technology Services group. Candidates must possess superior organizational, leadership, customer-service, communications, and interpersonal skills with proven capability to motivate teams to excellence while driving successful outcomes in a fast-paced environment. Healthcare experience is greatly preferred in addition to good general IT knowledge and IT Service Management expertise. This position will work closely with the Director of Technology, peer IS&T managers, and technical architects to enable business capabilities while maximizing value and minimizing risk.

 

Skills and Responsibilities

• Operations
  
  
  
  • Ensure efficient delivery of IT service operations across the enterprise
  
  
  • Oversee scheduled patching, backup, and maintenance programs
  
  
  • Maintain desired state configuration across production environment
  
  
  • Develop and enhance consistent and continuous ITSM process and procedure
  
  
  • Regularly test and review emergency plans and procedures
  
  
  • Identify risk and collaboratively develop adequate control objectives
  
  
  • Maximize value from existing systems and infrastructure
  
  
  • Work collaboratively with Information Security team to improve security posture
  
  
  • Monitor and maintain vendor support, maintenance, and licensing agreements
  
  
  • Implement Continuous Improvement goals and principles
  
  
  • Seek out and implement cost-saving efficiencies through process and automation
  
  
  • Develop and maintain excellent working relationships with key stakeholders
  
  
  
  


• Team Leadership
  
  
  
  • Provide daily management across core technical teams
  
  
  • Participate in various committees as assigned
  
  
  • Provide mentorship and training to the Technical Services teams
  
  
  • Exemplify a ‘one team’ approach to customer service
  
  
  • Establish and meet SLA’s and performance goals
  
  
  • Develop and present KPI dashboards and improvement initiatives
  
  
  • Identify and implement opportunities for career growth and increased job satisfaction across the team
  
  
  • Provide decisive leadership and guidance to facilitate efficiency, quality, and successful outcomes
  
  
  • Possess excellent team building and interpersonal skills to provide motivation, conflict resolution, problem solving, and increased job satisfaction for team members
  
  
  • Provide escalation point for technical team and customers for resolution
  
  
  
  


• Business Management
  
  
  
  • Work closely with Director on capital and operational budget development, forecasting, and management
  
  
  • Execute business strategy and roadmap as defined by Director
  
  
  • Employ proven business principles and management techniques
  
  
  • Manage regular inventory, purchasing, stock levels, and asset tracking
  
  
  • Oversee vendor engagement and selection for technical projects including procuring and evaluating quotes, SOW’s, RFP’s, etc.
  
  
  
  

Qualifications

• Education:  High school diploma or equivalent required.Bachelor’s degree in CS/IT/CIS or related field preferred; equivalent experience may be considered.


• Licensure and Certifications: Technology: various common IT skills certifications preferred. ITSM: ITIL Foundations or greater, COBIT Foundation or greater, CISA, CRISC, or similar certifications preferred. Project Management: Certified Associate in Project Management (CAPM), Project Management Professional (PMP), Certified ScrumMaster (CSM), or similar certifications preferred


• Experience:  Ten (10) years’ experience in team management. Healthcare IT experience preferred. Minimum three (3) years’ experience in enterprise IT management role or equivalent.

This job description outlines the general skills and requirements necessary to define the primary functions of the position and is not to be considered a complete description of all duties and responsibilities inherent to the position.