Manager of Customer IT Services (Hybrid - NYC)

Job Description

Job Description

The vision of Clinical Health Network for Transformation (CHN) is to support the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States.

CHN is looking for individuals who are committed to supporting our shared goal of strengthening and  enhancing our awareness and commitment to advancing the cause of health equity  in our organization.

The Manager of Customer Information Technology (IT) Services is responsible for management support of a designated customer within the context and framework of standardized services provided by Clinical Health Network (CHN). Under the guidance of the CHN Senior Director of Customer IT Services, this position will be responsible for delivering a full spectrum of IT services to their customer(s), with a focus on customer satisfaction and operational efficiency. The Manager of Customer IT Services will provide direct, hands-on technical support and liaise with members of the CHN IT team to advocate for the individual needs of their customers. This role will partner with leadership, at both CHN and their client, and the CHN Customer Success team to ensure a near-time understanding of their customer’s business needs.

The Manager of Customer IT Services will serve as a liaison with key vendors, supporting the enforcement of IT standards across vendor ecosystems. This role will monitor and evaluate the performance of key vendors and CHN services against established expectations, partnering with CHN management and the Senior Director to drive service alignment and optimization, and help ensure strong client satisfaction. 

The Manager of Customer IT Services must be process- and data-driven, championing the redesign and operationalization of workflows that improve efficiency both within the customer environment and across CHN. In this role, they will oversee the customer’s broader IT project portfolio, provide input on new initiatives in coordination with the customer and CHN’s Project Manager, and lead or share responsibility for any resources assigned to support the customer. 

Working closely with the Senior Director of Customer IT Services, the Manager of Customer IT Services will help guide the customer’s IT project portfolio by exercising strong judgment, setting priorities, and making sound decisions that balance operational needs, service standards, and strategic goals. This role will consult on new initiatives with the customer and CHN’s Project Manager, provide direction to assigned resources as appropriate, and ensure work remains aligned with customer expectations and CHN leadership priorities. 

The Manager of Customer IT Services is a hybrid position and is expected to optimize travel to sites throughout the customer service area, leveraging resources as needed, but being available to travel when required with direction and approval from CHN’s leadership. 

Essential Functions

• Collaborate with CHN and Affiliate leadership to optimize the financial performance of the designated customer by aligning services with CHN’s standard offerings and architecture, and by evaluating and streamlining legacy services as appropriate.

• Develop and maintain a detailed portfolio of applications and plans for each, with a focus on optimization and alignment with CHN standards and services 

• Champion CHN’s architecture, policies, procedures, and security standards. Lead and participate, as assigned by CHN, in customer technologyprojects 

• Remain current on relevant technologies required to understand customer and CHN operations. Hands-on technical experience is required to provide basic support services and engineering-level projects 

• Participate in assigned optimization workgroups to evolve global CHN services with respect to the customer’s business requirements 

• Attend internal CHN and customer meetings, as assigned 

• Manage/co-manage other misc. customer resources, as assigned by CHN 

• Manage program for the customer’s technology inventory in partnership with CHN 

• Delegates tasks to service desk employees effectively and actively participates in creating standard procedures to drive efficiency and excellence in service desk operations 

• Provides technical support for critical issues that cannot be resolved by service desk employees 

• Provide technical evaluation and recommendations for customer’s physical security systems, including but not limited to access control, video surveillance, and intrusion detection systems 

• Sets protocol for critical and high priority IT issues including communication strategy and expectations, on-call schedule, war room expectations,and postmortem analysis

• In conjunction with CHN IT leadership, establishes routine KPI reports and creates protocol to share with internal and external stakeholders 

• Uses quantitative and qualitative data to assess trends and diagnose root causes to improve service delivery, and to demonstrate evidence of performance improvement and service delivery to identified stakeholders

• Support identity and access management activities, including periodic access reviews and audit readiness for critical systems 

• Support EHR-related activities with an emphasis on security, access controls, and compliance 

• Support Security Risk Assessment of remediation activities and coordinate follow-up actions with CHN IT teams 

• Practices exemplary customer service skills and provides staff with real-time coaching and feedback to improve customer experience

• Creates and promotes a culture of process and standards-based continuous improvement 

• Demonstrates a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community 

• Ensure compliance with all CHN policies, standards, information security requirements, and applicable state and federal regulations. 

• Demonstrates a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems 

• Provides positive and development feedback and accountability related to practices including, but not limited to, equity 

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time. 

Qualifications and Experience (Required)

• Bachelor’s degree in Computer Science, a related field, or equivalent experience 

• Minimum of 5 years of experience of progressive responsibility in an Information Technology setting 

• Experience in financial modeling and budgeting 

• Broad technical experience commensurate with a hands-on technical expertise, stepping through the ranks to management and leadership 

• Ability to build relationships with stakeholders, including staff and external partners 

• Prior experience working as a Service Desk support specialist 

• Professional written and verbal communications skills 

• Proven ability to assess the criticality of problems and prioritize based on importance and urgency 

• Ability to lead in the event of emergencies 

• Demonstrated experience with remote troubleshooting in a multi-state/multi-location environment 

• Ability to maintain high workload throughput

• Extensive experience with an enterprise-level ticketing system 

• Ability to work independently and with professional discretion 

• Excellent problem-solving skills

• Moderate travel to designated affiliate locations 

• Demonstrated dedication to Planned Parenthood’s mission, vision, and values