Senior Manager, Major Incidents & Escalation Management

PURPOSE AND SCOPE: 

The Manager, CSI (Continual Service Improvement) identifies and implements process and service improvements.  This role is responsible for driving the root cause analysis of high impact Incidents to minimize service interruptions and improve the IT services provided to our customers and patients.  This role is also responsible for the development and analysis of trending reports to proactively prevent service interruptions and improve services.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manages the tactical execution of short- and long-term objectives through the coordination of activities with a direct responsibility for results, including costs, methods, and staffing.
• Responsible for development and ongoing maintenance of the Continuous Service Improvement process.  These responsibilities include the following:
  • Analysis of data from several data sources (Incidents, Service Requests, Problems, etc.)
  • Development of service and process improvement recommendations, with clear ROI benefits
  • Implementation of service and process improvements by working with cross-functional and organizational teams
• Responsible for the development and ongoing maintenance of the High Business Impact Root Cause Analysis process.  These responsibilities include the following:
• Scheduling and facilitating timely Root Cause Analysis discussions with cross functional team following the recovery of High Business Impact Incidents.
  • Development of action plan to ensure Incident is well understood and does not reoccur.
  • Implementation of action plan and closure of RCA
  • Management reporting
• Responsible for the development and ongoing maintenance of the Change and Release Management processes.  These responsibilities include the following:
  • Scheduling and facilitating Change Coordination discussions across IT to ensure all Changes are properly documented, approved and planned.
  • Release coordination, from QA to Production, across IT organizations for key programs.
  • Development and maintenance of centralized Change and Release processes.
• Performs other related duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• This job operates in an office setting.  While performing the duties of this job, the employee is regularly required to talk and hear. This role routinely and frequently uses a desk and standard office equipment such as computers, phones, and photocopiers with repetitive motion. 
• Little to no travel is expected for this position.

SUPERVISION:

• Manages subordinate supervisors and/or exempt staff - experienced professionals who exercise latitude and judgment. 

EDUCATION AND REQUIRED CREDENTIALS:

• Bachelor's Degree; Advanced Degree desirable or an equivalent combination of education and experience

EXPERIENCE AND SKILLS:        

• 6 - 8 years' related experience or an equivalent combination of education and experience.
• 3+ years' supervisory or project/program management experience preferred.
• Customer support experience in a large scale and diverse environment.
• Expertise with IT Service process development and maintenance, focusing on Continuous Service Improvement.
• Expertise in data and trend analysis.
• Ability to work independently to assess/analyze/provide recommendations for complex support issues.
• Exceptional communication and interpersonal skills; must be able to work across organizational boundaries.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.

Job Description

Level Description
‘Management’ Leveling Guide consists of jobs with the responsibility, accountability, and decision-making authority to develop and implement strategies, initiatives, policies, and programs. The labels of Supervisor, Manager, Director, etc., are not limited to a distinct level (i.e., not all Senior Managers are level XX)– these are rough guidelines/indicators and not strictly assigned to a level. 

Market Summary
Provides high quality IT systems management and support services. Supports the day to day IT and business operations. Assists with system updates, changes, and new deployments. Supports the daily operations of systems and appropriately applies resources to ensure integrity and availability of systems. Implements IT projects and initiatives.

Impact
• Accountability for a department within a country, division, or regional sub- function.
• Largely tactical with some input to strategy. Makes independent decisions related to products, services, implementing new programs, and supporting technical and operational processes.

Communication
• Develops and maintains contact with internal and external stakeholders involving a high level of complexity, and ensures they are aligned with the stated business objectives, plans, and terms and conditions.
• Influences others to accept practices and approaches, and communicate messages to the executive leadership.

Innovation
• Analyzes and resolves complex problems and issues requiring solutions that consider possible impact on operational, financial, and human dimensions of the business.
• Problems faced are often complex and require extensive investigation and analysis.

Knowledge
• Well developed knowledge across clinical, commercial, functional disciplines. Experience in managing customer interfaces, and coordinating specialist and professional input to complete and run large scale business initiatives and projects.
• Typically requires a bachelor's degree and 6+ years of overall experience, including at least 3 years of managerial experience.