We Are Hiring
Are you a talented Data Ops Service Delivery Manager? Apply now!
What You Will Do
Data Operations Service Delivery Manager
Role Purpose
The Service Delivery Manager is accountable for a particular service that is delivered by a Managed
Service Provider (MSP) or a set of providers. This individual ensures effective delivery of services in
order to meet or exceed business expectations for such services, while achieving appropriate balance
between quality of outcomes, risk to systems and customers, and the life cycle cost of such services.
Functional Responsibilities• Functional Knowledge
o Experience in leading support functions of multi-disciplinary Data portfolios that contain
various products. Example:
▪ Analytics products - Enterprise Data warehouses like Business Objects, ERP
applications, ETL tools like Informatica, Decision Support Systems, EMR/EHR
Systems Reporting, Visualization tools like Tableau, and Cloud Data Operations
in GCP/Azure platforms etc.
▪ Interoperability products - Local and public Health Information Exchanges,
Master Data Management tools like NextGate, and Symmedical etc.
▪ Integration products - HL7 engines (HealthConnect, eGate, Cloverleaf) and FTP
tools like Move IT, RoboFTP, and MFT/ODI etc.
▪ Database technologies - Microsoft SQL Server, Oracle, MySQL, and MongoDB
etc.• Service Delivery
o Monitors service execution to ensure that services are delivered within agreed upon
service levels and that both users and business partners are satisfied
o Proactively monitors and measures service performance and metrics on a day-to-day
basis to ensure optimal service delivery
o Serves as an initial point of escalation for significant incidents that interrupt service
availability or diminish performance
o Coordinates and mediates cross-vendor/internal team delivery issues, in collaboration
with the Service Integration and Management organization, as required
o Ensures compliance of service delivery by MSP within scope of responsibility, in
accordance with defined service levels, and contractual obligations
o Plans for a mechanism to measure the impact of corrective actions and associated
implications on MSP costs/charges
o Reviews and approves root cause analysis for systemic issues within the production
environment
o Identifies the need, reviews, and/or approves service improvement plans to address
problems or improve service
o Reviews and approves capacity planning reports
o Participates in joint planning activities and shares necessary information that enables
MSP(s) / third party vendors to provide better support
o Understands the scope of MSP services and the potential for rationalizing the MSP
portfolio to decrease cost of delivery and/or enhance quality of services
2
o Within MSP contracted obligations, identifies possible existing services that may be
leveraged for new/improved business solutions
o Validates that corporate architectural guidelines, standards, policies (e.g., security, risk,
etc.) are followed• Service Level Management
o Negotiates service level agreements with vendors and holds them accountable for
consistent delivery
o Demonstrates a detailed understanding of service management processes, service level
agreements and contracts, and assesses whether they are appropriate or require
modification
o Monitors and reports on service levels; reviews and approves MSP delivered SLAs• Financial Management
o Knows how to plan, forecast, budget and track IT costs
o Aligns spending with strategic objectives and improves cost and price transparency for
business partners
o Develops and manages the budget for the "run" operations and sustainment of
capability (CapEx/OpEx) for a particular service
o Reviews and validates vendor and/MSP invoices; compares against budget, including
supporting the resolution of discrepancies
• Other Leadership Responsibilities
o Evaluates, designs and/or implements process or technology changes that enhance
effectiveness and/or efficiency
o Recommends technology improvement opportunities to the leadership and architecture
teams for increasing IT value while decreasing cost of delivery
o Oversees technology lifecycle management for system components that support the
delivery of service(s) under span of control
o Understands and applies risk management policies and procedures appropriately
Leadership/Interpersonal Skills• Communicates and interacts effectively at various levels of the organization including senior
leadership, business stakeholders and technical subject matter experts• Facilitates resolution of issues through creative solutioning, open exchange of information and
viewpoints and influence; uses negotiation skills when appropriate• Instills a sense of urgency in driving assignments to completion; escalates issues as needed with
MSPs, vendors, internal IT teams and senior leadership• Writes clearly and succinctly in a variety of communication settings and styles while tailoring the
messaging based on audience• Builds trust and respect with key stakeholders• Demonstrates proactive behaviors and self-management techniques, including but not limited
to, working efficiently, demonstrating adaptability and setting goals• Builds effective relationships with partners and vendors to understand and commit to
Ascension's organizational goals; fosters goodwill and collaboration amongst teams and leads by
example• Demonstrates accountability for meeting commitments and deadlines
3• Demonstrates alignment of principles, values, and behavior with expected organizational culture
and values
Qualifications: Education and Work Experience• BS in Computer science, engineering or related field or an equivalent combination of education
and/or experience• 5+ years of experience with IT service delivery management, including direct oversight of IT
managed service providers• 5+ years of experience in leading multi-disciplinary Data Operations support functions• Strong understanding of best-in-class and emerging technologies for responsible service area• Extensive experience in vendor interaction, negotiation and management• Healthcare provider industry experience is preferred
Complexity of Work• Within the scope of the job, requiring critical thinking skills, decisive judgment and the ability to
work with minimal supervision. Must be able to work in a stressful environment
Manage administration and maintenance of assigned information systems, function(s) and/or resources.

• Manage assignments for installations, conversions and upgrades, and develop implementation plans that ensure minimal impact on end users.
• Collaborate on needs analysis for customer service, upgrades or changes to systems. Recommend cost-effective hardware/software solutions.
• Hire, train and manage assigned staff.
• Manage multiple projects, often through subordinate project managers.
• Ensure resources and organization structure are in place and operating effectively; and anticipate conflicting needs and proactively resolve them.
• Direct, develop, and present to management various analyses that include organization, systems, feasibility and cost/benefit studies, implementation plans.
• Exercise judgment and influence on key technical decisions, standards, policies, environment selection, architecture, data flows and technical solutions.

What You Will Need
Education:

• High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required.

Work Experience:

• 3 years of experience required.
• 5 years of experience preferred.
• 1 year of leadership or management experience preferred

Additional Preferences
No additional preferences.
Why Join Our Team
When you join Ascension, you join a team of over 160,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.
Equal Employment Opportunity Employer
Ascension Technologies is an equal opportunity employer (EEO) and affords equal opportunity to all associates and applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, physical or mental disability, veteran status, genetic data, or other legally protected status. For further information regarding your EEO rights, click on the following link to the "EEO is the Law" poster:
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