Sr. Consultant IT Operations - Managed Services Demand and Capacity Management Lead

Job description

Employment Type: Full time Shift: Description: POSITION PURPOSE Leads demand intake and capacity alignment for the managed services model, ensuring all incoming requests are properly triaged, classified, and aligned to available vendor capacity and contractual limits. Establishes transparency into demand pipelines, throughput, and constraints, enabling effective prioritization and optimal utilization of managed service resources. Partners with the vendor and internal stakeholders to balance demand, resolve capacity conflicts, and minimize overcommitment or delays. ESSENTIAL FUNCTIONS Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions. Serves in an advisory role, inspiring and initiating new ideas, determining and developing strategies/processes often in the absence of guidelines or technical assistance. Evaluates and directs complex systems that foster innovative approaches to procedures/processes on an organizational-wide basis focusing on critical strategic issues. Serves as a change leader across business lines in order to operationalize strategic initiatives. Leads development and execution of processes, governance, measures and behaviors to effectively manage change. Provides coaching support to various IT and Business leaders to achieve IT transformation outcomes. Under general direction provides leadership, coaching, and mentoring to subordinate group. Develops objectives and general policies/procedures within general scope of operational plans and goals for area. Participates in the development and management of, and has direct impact upon, budgeting, cost control, planning, scheduling, procedural change and related activities. Refers strategic and/or unprecedented issues to principal. Supports and embraces continual change to improve organizational performance and to better serve customers. Models the use of change management tools and techniques to facilitate change. Builds and provides coaching around the development of action plans that support change initiatives. Monitors progress and how staff is coping with change; intervenes with coaching to support the transition when necessary. Collaborates with peers to implement change across area/departments/ business units. Researches best business practices within the organization and across the healthcare industry to establish benchmark data. Drives decisions of cross-functional stakeholder groups using quantitative IT and business operations data. Responsible for leading operational initiatives to improve IT organization's efficiency and achieve business outcomes. Responsible for decisions to optimize the results within scoped objectives. Leads facilitation, develops content, best practice and monitors progress for multiple IT Centers of Excellence. Identifies business opportunities for improvement or exploration (IT strategy, new technologies, etc.) and develops business plan proposals. Develops and maintains extensive relationships across system office and RHM business and IT senior leaders. Responsible for maintaining effective communication on IT operating and strategic initiatives and performance. Applies advanced understanding and application of interpersonal communications to provide advice/counsel regarding standard matters requiring diplomacy, tact, listening and persuasion skills. MINIMUM QUALIFICATIONS Bachelor's degree in healthcare, information technology, business administration or a related field, and a minimum of seven (7) years of consulting or relevant leadership experience, or an equivalent combination of education and experience. Foundational knowledge of IT operations or IT project management required. Master's degree and people management experience preferred. Proficient knowledge in five or more (5+) business operations disciplines and supported business processes, with expert level knowledge in at least three disciplines. Business operations disciplines include, but are not limited to, financial management, contract performance management, process improvement, vendor management and change leadership. Ability to exercise judgment in meeting reasonable expectations, particularly when differences of opinion on needs and services, unanticipated contingencies or divergent ideas and perspectives exist. Excellent leadership, organization, integration and execution skills and abilities. Strong experience in planning, formulating and executing strategies, as well as the ability to define program, process or business objectives and scope. Demonstrated proficiency and expertise to identify, evaluate and articulate operational opportunities, business needs and gaps, plan and implement steps, understand stakeholder interest and provide authoritative consultation. Excellent interpersonal, consultative and relationship building skills in order to initiate and develop productive working partnerships with all levels of management/leadership and staff along with effective vendor interface/management experience. Ability to effectively facilitate teams/groups of people and influence people through strong leadership, communication and negotiation skills. Ability to influence results, garner support and tactfully manage complex relationships and influences within and across the organization. Ability to read the subtle nuances of situations and react/plan accordingly. Excellent oral and written communication, persuasion and negotiation skills in order to translate technical matters to clinical and operations staff and vice versa, to facilitate communication between diverse groups, to effectively identify, assess and facilitate improvements and resolutions and to present advisory, persuasive and authoritative recommendations to all levels of the organization. Must possess a willingness to learn and develop skills, as well as give and receive constructive feedback. Demonstrated ability to lead in an ambiguous and highly collaborative, matrixed organizational structure. Minimum three (3) years of formal or informal leadership experience in a highly autonomous self-directed manner under frequently changing structures, requirements and work priorities. Certification in PX Essentials and Root Cause Analysis training, or equivalent, required. Enrollment and completion of A3 Thinking for Leaders certification, or equivalent, completed within first twelve (12) months in this role. Lean Six Sigma Green Belt preferred. Lean Six Sigma Green Belt or equivalent preferred. Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS Must be able to set and organize own work priorities and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles. Must be able to travel to the various Trinity Health sites (10%) as needed. Must possess the ability to comply with Trinity Health policies and procedures. The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned. Our Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.