Job description

US Radiology is one of the largest and most progressive radiology groups in the country. Our mission is to make the best of radiology better to improve lives. With over 3,100 team members and 145 outpatient imaging centers across 14 states, our team conducts nearly 6 million studies annually. US Radiology is a partnership of leading sub-specialized radiology groups, high-quality imaging centers and health systems built around a commitment to best-in-class clinical excellence, operations, infrastructure, and state-of-the-art technology.

Position Summary
USRS - Windsong Radiology Group (WRG) is seeking a Service Delivery Manager (SDM) to represent WRG in analyzing, configuring, and maintaining IT and infrastructure related-Clinical Support services to meet or exceed service level agreements. The SDM will maintain operational effectiveness and efficiency and will ensure the organization’s overall sustainability. This position will be a blend of onsite and remote working.

Position, Duties, and Responsibilities

• Oversee IT Support activities, focusing on providing high quality hardware/software/clinical workflow support with a high degree of customer service, technical expertise, and timeliness
• Provide the necessary business liaison support, technical service delivery oversight, and customer service functions to ensure delivery of world-class IT support within their assigned IT and business areas.
• Develop and meet/exceed service level agreements with Windsong Radiology for internal and external customers by monitoring IT Support operations and by maintaining appropriate ticketing management services while ensuring support tickets are solved in a timely manner
• Provide customer support across all technical platforms and for all aspects of customer relations including day-to-day management, quality service delivery, escalations, and roadblock removal.
• Assist in driving continuous service improvement of IT services to improve overall customer satisfaction including but not limited to standardization of service offerings, standardization of service delivery processes, and efficient allocation of resources.
• Continuously evaluate IT efficiency, processes, services, and existing technology effectiveness and interoperability to identify focus areas for improvement.
• Facilitate the introduction of new technologies that can provide greater capabilities, improved productivity or reduce total cost of ownership.
• Develop and train Clinical/IT Help Desk and IT Support employees on customer service methods to continually improve customer service to internal and external customers.
• Work with Clinical Systems administrators and Infrastructure administrators to ensure training and support is effective across Windsong Radiology IT
• Provide monthly service (IT/Clinical/RCM) management reports and establish quarterly goals for service team employees (Clinical/IT), coaching where necessary to achieve specified goals
• Assist in the scheduling of outages with the business acumen and communicating business impacts to IT management; Communicate real time outage information to the business; Status the business during the outage; Communicate business impact to Senior IT management and assist in the performance of root cause analysis
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships while marketing the image of the IT Department as a service group that advances the vision and strategy of the IT Department
• Assist customer adoption of complex services throughout the entire delivery process as a seamless experience
• Ensure the appropriate prioritization and closure of incidents assigned to the SDM and to managed team members.
• Participate on the initiation of projects within their business area.
• Maintain familiarity with IT/Clinical/RCM infrastructure and tools to support the business and facilitate the adoption of new technologies.
• Maintain regulatory compliance by staying abreast of current trends and regulations in the IT and healthcare industries.
• Promote a culture which reflects the organization’s values, encourages good performance, and enhances productivity.
• Perform other duties as assigned

Minimum Qualifications:
Education/Licensing/Certification

• Associates Degree or equivalent from two-year college or technical school
• Information Technology Infrastructure Library v4 certification preferred
• IT Service Management certification preferred

Experience:

• 5+ years related experience and/or training; or equivalent combination of education and experience
• ITIL v4 certification preferred
• Healthcare Industry experience required
• Expert computer proficiency is required in this role with specific support experiences in enterprise storage systems, VMware ESX and related products, consolidated data center infrastructure, servers, laptops, switches, routers, and firewalls.

Knowledge and Skills:

• Ability to read, analyze and interpret general business information and correspondence, including regulations, manuals, reports, and professional journals
• Ability to write reports, business correspondence and procedure manuals, as well as present and communicate complex information and data to others effectively
• Ability to define problems, collect information, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and dealing with several abstract and concrete variables
• Strong attentive to detail

US Radiology provides a competitive compensation program to attract, retain, and motivate a high-performance workforce.

US Radiology is an equal opportunity employer.

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