Landmark Health

Sr. Manager, Communication & Collaboration Technologies (Remote)

Job Locations US-PA | US-TX
Posted Date 2 days ago(12/1/2021 12:26 PM)
Category
Information Technology
Type
Regular Full-Time
Job ID
2021-6264
Remote Classification
Virtual Continuous

Overview

OBJECTIVE:

The Senior Manager, Communications and Collaborations Technologies will serve as the senior leader overseeing the communication and collaborations technology services team within the IT Infrastructure services team. The Senior Manager, Communications and Collaboration technologies has responsibility for leadership, vision, domain, & teams responsible for providing effective technology design services and operations on a 24x7 basis in areas of:

 

The candidate must have a proven track record in managing and handling infrastructure in a healthcare environment. Experience and familiarity with HIPAA and other regulations governing data and systems in a healthcare environment will be required.

 

Opportunity is full time remote, open to multiple locations: Locations

 

SUMMARY:
The Senior Manager will be responsible for overseeing the following technology domains:

 

• Collaboration Tools & Technologies

o VDI (Virtual Desktop) environment engineering & solutions
o Engineering & delivery of O365 services (including Sharepoint) and other related platforms
o Mobility infrastructure solutions and Mobile Device Management (MDM technologies)
o Machine Images, Patching, Software Packaging and deployment platforms (SCCM) - Engineering
o End point/Device standards & solutions
o Windows OS (End-point) security, patching, vulnerability management
o Print services (on premise, hosted, managed)
o Escalated Support for above

 

• Directory Services

o All aspects of Active Directory engineering, management & design/escalation support
o AD Proxy & AD authentication management
o Any Virtual Directory solutions & services (Azure hosted)
o Escalated support of above

 

• Voice/Telephony/Contact-Centers – Unified Communication (UC)

o All aspects of Call Center, Campus, and voice/telephony technology services (Architecture, Projects, Engineering/Delivery, Operations/Support. Vendor oversight, SaaS management)
o Voice/Telecom spend management & optimization
o Virtual Faxing platforms
o AV/Conferencing capabilities
o Call recording, Call analytics, Call center reporting (platforms, services, vendor management)
o Voice integration w/third party providers (SFDC, etc.)
o Omnichannel engineering, architecture, project delivery, and support.
o Escalated support of above

 

• This position holds direct accountability for aligning to best practices, standardizing technology footprints, ensuring training/documentation exist and are effectively performed, and ensures control objectives are met. This includes ownership of all KPIs and targets for said domains and continuous improvement.

• Provides vision and leadership toward establishing world-class service-delivery model that promotes continuous quality improvement and stakeholder management.

• This position also participates in planning/management of budgets, forecasts, staffing related decisions, outside services vendor management & maintenance.

Responsibilities

• Hands-on leadership of involved technologies and a geographically diverse team
• Liaison to field leadership to ensure effective delivery of solution to meet needs of the business and provide outstanding customer service
• Manage multiple software vendor relationships
• Mentor and develop team members
• Manage relationships at all levels of the company including C-level interaction
• Drive awareness and adoption of key tools and technologies
• Expected to demonstrate technical competence and a high level of autonomy in leading team and project efforts
• Drive a strategy for owned technologies/platforms that addresses end-user pain points and drives adoption of core services while ensuring high user satisfaction
• Lead the specification of current and future-state services and construct an attainable roadmap to achieve the desired future-state driven by Landmark’s business and end-user requirements
• Manage teams through a metrics-based performance system, gathering and reporting relevant team and technology performance metrics / KPI’s to senior leadership
• Grows, develops and team-members (including ownership of talent pipeline and succession planning).
• Provides technical leadership to successfully develop and execute departmental and company objectives. Establishes and maintains relationships with key service providers and technology partners.
• Selects, trains, motivates, and evaluates assigned personnel; provides or coordinates staff training; works with employees to correct deficiencies; implements discipline and termination procedures.
• Collaborates with peers in development & delivery of technology services
• Develops mechanisms for monitoring and reporting on controls compliance
• Ensures that appropriate tools or mechanisms exist to deliver world-class services and processes exist and/or are developed as appropriate.
• Works within and with other IT departments to define appropriate strategies for improving processes and procedures, develop and implement changes and improvements.

 

 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Below are the minimum requirements of the education, experience, knowledge, and skills required to competently perform in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


• Minimum 5 years general progressive IT experience
• Bachelor’s degree in Computer Science, Computer Information Systems, or other technical discipline, and/or 10+ years of experience including 5 years related experience, and/or training or equivalent combination of education and experience.
• 7-10 years of IT experience in areas of increasing responsibility as Sr. Manager or Director-level experience in the following: Service Delivery, End-User Computing, Messaging & Collaboration, Enterprise Computing, Architecture, Voice /Telephony, & related Data Network, Security
• 5+ years of experience in vendor management including experience with Microsoft Enterprise Agreements (required)
• Exceptional collaboration, teamwork, negotiation, influence, and relationship-building skills at all levels internally and externally.
• Experience in managing significant vendor partnerships with tier-1 technology vendors.
• Proven experience is successfully delivering infrastructure to support demanding business project timelines and quality standards.
• Previous experience in developing team members in large complex teams operating at a national/global level.


Key Technical requirements:

• Minimum 7 years overall IT experience in leading large scale transformation efforts utilizing Microsoft Identity technologies including Active Directory, Windows File Services, and Group Policies.
• Broad-based experience with a variety of infrastructure technology platforms, including Applications Hosting platforms, knowledge of data-center services, Server/OS technologies (Wintel, Unix/Linux); Virtualization (VMWare; Citrix; other desktop virtualization technologies. VDI); Networking; Voice/Telephony (InContact, Genesys, Cisco IPT, Five9, Avaya, etc.); DB technologies (SQL), etc.
• Complex call center environments and technologies
• Must show a progressive advancement in responsibility including deep troubleshooting technical skills.
• Must have an understanding of how to identify and instill industry best practices.
• Ability to translate technical issues into understandable business language for end users.
• Desired experience working in a fast paced & growing environment with a career track record of engineering, developing, deploying, and maintaining business critical systems in the area of technical expertise including hands on solution development and implementation experience.
• Self-motivated, with keen attention to detail and excellent judgment skills
• Ability to establish new standards for quality, performance, or productivity
• Proven experience in leading and managing complex enterprise level infrastructure & applications operations in high availability platform environments.
• Firm understanding of data & systems security technologies and policy, and internal/external audit controls compliance
• Experience in developing DR/BCP for owned technologies

 

 

#LI-MR1

Company Statement

We are now part of Optum and the United Health Group family of businesses, backed by the resources of a global health organization working to help people live healthier lives and to help make the health system work better for everyone.
 
As part of our hiring process, upon accepting an offer, candidates will be required to complete a 9-panel drug test. Due to our partnership with the Medicare Advantage program, our drug testing policies are consistent with Federal law.
 
Please be aware that Landmark Health does not solicit money or offer payment for job applications, nor do we ask candidates to email or submit any personal information over unsecured channels.


Landmark Health requires all new hires and employees to report their COVID-19 vaccination status.

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