Providence Health & Services Senior Manager, IS Operations in Renton, Washington


Providence is calling a Senior Manager, IS Operations to Providence Health & Services in Renton, WA.

We are seeking a Senior Manager, IS Operations to lead the regional Technology Operation teams with the responsibility to interface and ensure service delivery for Regional Providence Health and Services entities. In carrying out these activities, the position develops relationships with regional customers so that IS/IT infrastructure services are provided according to regional business need with priority and special emphasis placed on production systems, production incidents and emergencies in this descending order of importance. The successful candidate will have demonstrated experience working in a distributed environment and leading geographically distributed teams.

In this position you will have the following responsibilities:

  • Responsible for the Production Service and Support of the production systems, end-user devices, and supporting infrastructure at PH&S, PHC, Alaska, and Western Washington (Network-Telecom-Desktop Break Fix, 7x24x365 Production On-Call, Moves/Adds/Changes, Service Requests, Closet Maintenance :UPS Support, Cable Patching, Cable Punch-Down, Vocera Support, Port Activation, Port Turn-up, Hardware Replacement, Local DC Hands-On Support, Circuit Support, Vendor Onsite Coordination, Execute SOP, Backup and Recovery, End-User Training, Knowledge-Based Article Creation).

  • Guides team to technology solutions to meet customer requirements with a balanced enterprise view towards performance, availability, data security, and cost effectiveness.

  • Responsible for the development of Current State Documentation for Production Operations and Operational User support for Providence Health & Services.

  • Responsible for budgeting and the expenditures for all information technology infrastructure and research services related Production Operations and Operational User support for the PH&S System.

  • Responsible to support operational teams by serving as the highest escalation point for technology related issues; takes ownership to conduct Root Cause Analysis and recommend corrective actions to remediate known issues.

  • Serves as Sponsor and/or Owner, as appropriate, for Technology Operations projects and initiatives within areas of accountability.

  • Advocates Technology Operations goals and commitments; understands the vision of Providence Strategic Management Services (PSMS) and is able to deploy that vision through functional areas.

  • Knows when to proactively communicate with leadership about issues and problems that exist in their own functional area; performs daily interaction with staff; holds regular team meetings.


Required qualifications for this position include:

  • Bachelor’s degree in Computer Science, Business Management, Information Services or an equivalent combination of education and relevant experience.

  • 5 years of Information Services leadership experience, and 10 years total relevant experience, or an equivalent combination of relevant experience.

  • Key experience highlights include: demonstrated ability to create and successfully execute strategic plans for highly complex technical issues; experience standardizing complex and disparate processes and consolidating multiple teams into a single cohesive team; methodologies related to technology management such as system deployment, support, and life cycle; experience in process improvement methodology, change management, operational improvement in complex systems. Must have proven ability to interact at and communicate to all levels of an organization. Organizational, interpersonal, and communications skills and the ability to manage shifting priorities are critical for success in this position.

  • One or a combination of the following:

  • Avaya certifications and/or expertise around the Avaya call manager and applications which interface with Avaya platforms, including: Contact Center, CMS, Modular Messaging, Call Recording, wireless endpoints (Vocera and Spectralink), and VoIP.

  • Cisco and Juniper certifications and/or expertise.

  • MS certifications and/or expertise.

  • HP Desktop certifications and/or expertise.

  • Some management classes, including conflict resolution and performance management or ITIL Certification

  • Technical leadership skills in Production and Operational Technology Service and Support

  • Strong knowledge of technology best practices in the following areas: Networking, Telephony and Desktop Devices

  • Detailed knowledge regarding core vendor strategies in area of technical accountability.

  • Strong vendor and contract management skills and ability to negotiate through challenging situations with both internal and external customers.

  • Proven ability to develop effective working relationships at all organizational levels.

  • Ability to work effectively with other parts of the IT organization (e.g. Applications, Architecture, Engineering, Service Center and Program Management) to help validate business, operational and financial impact of large scale programs or projects.

  • Strong attention to detail and analytical skills.

  • Demonstrated long and short-range planning skills.

  • Ability to organize multiple projects, schedules and meet shifting priorities

  • Ability to identify and implement changes and improvements that accomplish long-range objectives.

  • Proactive identification of ways to enhance or improve service delivery to customers and technology standards

  • Proficiency with operating and capital budgeting tools.

  • Ability to rapidly summarize complex information and present to others.

  • Excellent communication, presentation and negotiation skills.

Preferred qualifications for this position include:

  • Healthcare information services operations and support experience.

  • Master’s degree in Information Services, Business Administration, Healthcare Administration, Public Administration, or a related IS or healthcare field.

About the department you will serve.

Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As people of Providence, we reveal God's love for all, especially the poor and vulnerable, through our compassionate service.

About Us

Providence Health & Services is the third largest not-for-profit health system in the United States. Providence employs more than 82,000 caregivers (employees) across a five-state area; AK, WA, MT, OR, and CA. Our facilities include 34 hospitals, 600 physician clinics, senior services, supportive housing and other health and educational services. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Administrative Support (Clinical)

Location: Washington-Renton

Req ID: 154368