IS Support Services Manager

Philadelphia, PA, US, 19104

Job Type: 

MAIN - Main Hospital Req ID: 27248

Shift: Days

Employment Status: AF - Active - Regular - Full Time 

Job Summary

The IS Support Services Manager will manage all IS Support Services personnel, provide oversight to the planning, development, implementation and ongoing support of Information Services related software and hardware.  By continual analysis of organizational needs, culture, industry best practices and resources, the IS Support Services Manager is the key role in supporting and creating an adaptive service delivery model and developing and guiding personnel progress.  Additionally, the IS Support Services Manager ensures alignment with institutional and departmental strategy and goals and thereby identifies, plans, and implements high impact and sustainable work approaches for tactical and strategic support requirements, as well as, 1) articulates goals for meeting the requirements, 2) successfully partners with leadership personnel and stakeholders to meet the requirements, and 3) measures the results of initiatives based on the specified goal and requirements.

Job Responsibilities

Service Management

  • Establishes team vision, mission, yearly operational goals and tactical plans in alignment with key customers, IS and the organization as a whole.
  • Establishes service level agreements with customers and operational level agreements with other IS service units.
  • Ensures that processes are in place to identify and resolve issues with continuous focus on customer service improvement.
  • Coordinates personnel activities to maintain service levels and resolve incidents and work orders.
  • Creates and communicates metrics against support goals.
  • Manages work request intake, scoping and scheduling.
  • Asset, procurement management and inventory management best practices.
  • Reviews and analyzes existing support effectiveness and efficiency, and develops strategies for improvement.
  • Communicates regularly with product vendors to understand roadmaps and plan necessary adjustments to CHOP strategy in alignment with the business owners.
  • Researches, evaluates, and recommends support tools for purchase and deployment to meet IS and organizational goals.
  • Exercise independent judgment and creative problem solving techniques in a highly complex and dynamic environment.
  • Utilize knowledge of CHOP policies, procedures, culture in order to develop, maintain, and support organizational and strategic initiatives.
  • Understands and interprets clinical and non-clinical workflows, processes, and terminology in order to translate information into developing and implement the proper support for the institution.
  • Manages budget for assigned cost center.
  • Participates in the annual IT planning and budgeting processes for project, support, and maintenance activities.
  • Exhibit the ability to see the big picture and conceptualize/document creative solutions.
  • Maintain a high level working knowledge of all Information Security related policies in the environment.


Project Management

  • Ensures projects meet business requirements and goals, and fulfill end-user requirements.
  • Provides technical leadership to project managers and team members working projects.
  • Supports CHOP's project management methodology.
  • Efficiently manages resource allocations to projects.
  • Determines, outlines, manages, and executes project tasks related to implementation and support within established scope, timelines and within budget.
Job Responsibilities (Continued)

Relationship Management and  Communication

  • Creates and manages trusting relationships with customers throughout the enterprise to ensure satisfaction.
  • Develops documented procedures for management of systems and environments.  Implements and enforces procedural standards.
  • Exhibit outstanding interpersonal, diplomacy and communication (written and verbal) skills with a wide variety of people from diverse professional and cultural backgrounds.
  • Develops and maintains documentation for current technical environment and system configuration.
  • Participate in leadership meetings such as the IS Directors and Managers meeting, special committees, and appropriate governance committees.  Leverages these groups to understand requirements.
  • Enforces IT best practices in quality assurance and change management.
  • Communicates and partners with clinical and non-clinical leadership and management and establishes productive working relationships with analysts, management, subject matter experts and end users.
  • Manage client expectations with laser like focus on customer satisfaction.
  • Is responsible for evangelizing the IS Support Services strategy and execution with all clinical, operational, research and financial departments.
  • Concisely communicate complex technical information and strategies in a way that establishes rapport, persuades others and promotes understanding.
  • Maintain a flexible and collaborative work style, with a pro-active and solutions-oriented approach.
  • Exhibits commitment to professional development and self improvement.


Resource Management

  • Efficiently manages resource allocations to projects, day-to-day support, and work requests based on service level agreements and organization priorities.
  • Effectively leads, manages, motivates and technically evaluates the team in setting and achieving their goals.
  • Promotes the development and productivity of individual group members.
  • Provides mentoring and coaching team members, providing feedback, and conducting reviews.
  • Develops a culture of inter-group and inter-departmental teamwork with frequent communication.
  • Monitors resource work efforts, performs resource capacity planning, assigns work to resources, estimates new resource needs, justifies and requests resources.
  • Performs recruitment and hiring.  Performs consultant selection and consultant management.
  • Implements cross-training plans, sharing knowledge across the team.
  • Managers must make efforts to improve operations, decentralize work responsibilities and work in cooperation with other departments.
Job Responsibilities (Continued)

Vendor and Contract Management

  • Reviews all new contracts and contract renewals for supported products.
  • Participates in contract term and pricing negotiations. Tracks renewal dates, and engages in contract re-negotiation.
  • Ensures that statements of work are thorough, complete and in compliance with CHOP SOW standards.
  • Ensures vendor is providing services as stipulated in our maintenance and service contract.
  • Ensures tracking of application licensing.
Required Education and Experience
  • BS or BA Degree in IS or related business field required or equivalent experience
  • Minimum of 7 years experience supporting integrated, technical solutions
  • Minimum of 7 years experience managing technical resources in a fast past environment.
  • Minimum of 5 years of experience developing, and delivering customer-focused IS support services solutions.
  • Exceptional written and oral communication skills is required
  • Healthcare experience is a plus
  • Supervisory/Manager experience of 10 or more staff members.
  • IT Healthcare or related experience is preferred.
Preferred Education, Experience & Cert/Lic
  • A+, PMP, CPHIMS, ITIL or Six Sigma a plus
  • Must participate in professional organizations, peer groups, and industry trade groups to stay current with technology; attend conferences, seminars and/or webinars regularly.
Additional Technical Requirements
  • Requires proven communication skills, problem-solving skills and knowledge of best practices to guide the team on issues related to the deployment and support of mission-critical applications.
  • Knowledge of automated software and system management tools.
  • Strong knowledge of quality assurance and change management best practices and methodologies.
  • Good project management skills and/or substantial exposure to project-based work structures, project lifecycle models, etc.
  • Exceptional strategic communication skills including the ability to build relationships and effectively communicate and influence across all management and organization levels
  • Self-driven and able to work independently as well as in collaboration with multiple stakeholder groups
  • Presentations experience a must, with large and small groups.
  • Computer skills required; exhibit expert skills in numerous desktop and other technical software applications such as Microsoft Office, including Word, Excel, PowerPoint, and Project

All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).

Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

VEVRAA Federal Contractor/Seeking priority referrals for protected veterans.  Please contact our hiring official with any referrals or questions.

CHOP Careers Contact 

Talent Acquisition

2716 South Street, 6th Floor

Philadelphia, PA 19146 

Phone: 866-820-9288




Nearest Major Market: Philadelphia

Job Segment: Medical, Patient Care, Quality Assurance, Project Manager, Healthcare, Research, Technology