Associate Manager, Service Owners

Position Description

The Associate Manager, Service Owners provides leadership and oversight to the Service Owner team. The Associate Manager, Service Owners is responsible for collaborating with Software Engineering, Policy, Member Quality, Research, and Professional Services to ensure delivery of any project efforts (including OPTN BOD) and/or customer focused enhancements. The role leads the efforts to ensure the voice of the customer is represented in all programming and project efforts through the requirements and documentation provided by the Service Owner team. The Associate Manager, Service Owners is responsible for driving process improvements within the team and ensuring consistency among Service Owners by upholding standard processes, templates, and KPI's.

The Service Owner team has many functional areas. As an Associate Manager, Service Owners, you will be responsible for either a team of Service Owners who work closely with Software Engineering, or a team of Service Owners who work closely with our customers, clients, and stakeholders.

Key Responsibilities

• Establish and continually improve the Service Owner process throughout the development of policy projects, customer innovation projects and IT implementation cycle for aforementioned projects
• Build consistent practices among Service Owners by improving or developing standard templates and processes, while holding each member of the team accountable for their work
• Lead Service Owner peer review sessions to encourage collaboration and eliminate single points of failure
• Actively contribute to portfolio planning to align upcoming projects with Service Owners. Help create the long-term IT Projects Roadmap
• Cultivate relationships with Software Engineering, PMO, and the business departments
• Lead by example in fostering collaboration throughout the entire process to ensure a smooth hand-off of the requirements documentation through project implementation and delivery
• Provide accountability for estimates provided by the Service Owner team
• Learn how UNet works and how it is used by the Transplant Community through reviewing documentation, interacting with members of transplant community, and training available through UNOS Learning Management System (UNOS Connect)
• Foster an environment of creativity, innovation, and continuous improvement. Encourage "out of the box" thinking
• Continually evaluate individual contributions to teams and actively manage team health: coaching, encouraging, and providing training opportunities
• Hold regular one-on-ones to help gauge work/project progress of team members as well as to focus on their professional development
• Conduct quarterly performance checkpoints to provide constructive performance feedback update annual goals, KPI's, and objectives. Discuss career development progress and training opportunities to help individual team members learn and grow
• Complete and administer annual performance reviews

Minimum Requirements

• 5 years of business systems analyst, Service Owner, operations, or related work experience
• 2 years of people management experience
• 2 years of healthcare experience, preferably in the field of transplantation

Critical Skills

• Working knowledge of Agile methodology
• Ability to write business requirements within a functional requirements document and acceptance criteria within user stories within a collaborative environment
• Ability to align all work with the organization's vision, mission and values
• Ability to multi-task and handle numerous assignments simultaneously
• Demonstrated proficiency in Microsoft Office Suite, and delivery of other modes of electronic communication
• Proven Customer focus with well-developed business and medical acumen
• Ability to work well both in a team environment and independently
• Must have a professional, positive and enthusiastic attitude
• Must have ability to resolve conflicts
• Understand and promote process improvement principles and display an honest desire in applying them to the full work environment
• Excellent problem-solving skills
• Effective presentation and meeting facilitation skills
• Excellent listening and feedback skills
• Excellent verbal, telephone, and written communication skills
• Ability to meet deadlines successfully while managing multiple priorities
• Ability to communicate to business, technical and clinical audiences
• Demonstrated ability to establish and build strong relationships across a broad range of personality types

Education

• 4-year degree in IT, computer science, Business or related field of study, or equivalent work experience

Physical Requirements (list any travel or physical requirements)

• General office demands
  
  
  
  • Prolonged periods of sitting at a desk and working on a computer.
  • Frequent reaching, handling, and fine manipulation for using office equipment, filing, and managing paperwork.
  • Manual dexterity sufficient to operate a keyboard, mouse, and other office tools.
  • Occasional standing, walking, and bending.
  • Ability to lift up to 10-20 pounds occasionally.
  • Vision abilities required include close vision for computer work and reading documents.