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Senior Manager, Business Services in Oakville at Innomar Strategies

Date Posted: 1/31/2019

Job Snapshot

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Job Description

Reporting to the Senior Director, BI and Business Excellence, the Senior Manager, Business Services is responsible for developing the service strategy, service capability roadmap and developing and authorizing the release of new capabilities for the service(s) in their portfolio. Responsible for defining the service(s) and ensuring that the service(s) are delivered in accordance with business priorities, business goals, and customer requirements to meet or exceed expectations. Is expected to demonstrate general knowledge and capabilities in all areas of service lifecycle management.
Will partner with business, marketing and IT leadership in the development of the customer segmentation, value proposition, pricing and the go to market strategy. In conjunction with business and marketing partners, develops customer communications strategy, promotional collateral and related content that clearly communicates the value of the service(s) in their portfolio and creates awareness for service capability enhancements. Is the voice of the service for internal partners and external customers.
  • Maintains liaison relationship with business partners and IT leadership to define opportunities to identify and prioritize service offerings and enhancements based on business and customer needs
  • Aligns with business and IT strategy to develop the long-term service strategy roadmap
  • Develops and maintains service roadmaps; plans for service end of life or retirement
  • Interfaces with customers regarding service offerings, costs, value propositions, and on boarding processes
  • Describes and clarifies business processes and terminology to help the IT organization understand the business benefits of the service
Service Definition/Risk Mgmt.
  • Plans for future changes to the service to meet customer needs
  • Works with the business to prioritize continuous improvement and manage defect resolutions
  • Develops business-focused concepts including: risk management, cost-benefit, strategic initiatives, innovative solutions, and success measurements
  • Oversees the development of metrics that are aligned to and support the established business Key Performance Indicators (KPIs) for service
  • Assesses and evaluates risk as part of the life cycle analysis of the service; communicates risk to appropriate IT and business leadership providing clarity into the situation and recommends and directs risk mitigation options/plans
  • Defines and directs interaction with governance, audit, and quality teams
  • Facilitates the prioritization of business requests to ensure that development resources are spending their time on high-value requests instead of low-priority LIFO (Loudest-In-First-Out) requests
  • Ensures that IT is providing the appropriate level of status and explanation on development and defect resolution

Service Cost

  • Working with financial analysts, analyzes the costs associated with delivering the service and identifying opportunities for improvement
  • Negotiates with other service groups, enterprise services, and centers of competence resources about the allocation of costs from infrastructure components or services that are shared among multiple services
  • Working with financial analysts, defines cost allocation, cost recovery and pricing plan within the overall context of the IT chargeback or pricing model
  • Ensures cost effectiveness of services

Job Requirements

  • Bachelor degree in Business, Health Sciences or Computer Information Systems or another related field, or equivalent work experience
  • Preferably 7+ years in Healthcare in progressive levels of responsibility and leadership
  • High level understanding of several components of IT such as: Service Management, Technical Architecture, Business Analysis, Testing or Operations and Support
  • 3+ years of budgetary responsibility preferred
  • Excellent written and verbal skills, including the ability to respond well under pressure
  • Strong leadership skills
  • Self-motivated and self-directed
  • Demonstrated ability to partner and collaborate across organizations to optimize outcomes
  • Demonstrates working knowledge of service management methodology
  • Understanding of basic Agile principles and methodology
  • Ability to prioritize work load and consistently meet commitments
  • Excellent interpersonal skills, must be comfortable working continually on a team with daily accountability for keeping commitments
  • Excellent written and oral communication, listening and presentation skills
  • Good organizational skills
  • Ability to use good judgment in conveying status and problem escalation
  • Knowledge of the cost basis for the service