09/26/2022

Hospital - IT Delivery Advisor / Site Manager

  • NTT DATA
  • Baltimore, MD, United States
Consulting Management

Job Description

Req ID: 211526

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking an IT Delivery Advisor / Site Manager to join our team in Baltimore, Maryland. The candidate for this role must be located within a commutable distance to Baltimore, Maryland.

This position requires employee to be fully Covid and Flu vaccinated to work onsite at hospital location, to the extent required by applicable law.

NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. Clients include more than 1,800 hospitals, 2,200 long-term care facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices and 50 insurance providers in support of 65 million policy holders.

Job Responsibilities Include:

  • Responsible for delivery of services at client hospital located in the Baltimore, Maryland
  • Support the account Client Delivery Executive (CDE) across all in-scope service lines, leveraging best practices and helping deliver value to the customer
  • Assist the CDE with technical activities required for delivery of services, ensuring the technical solution meets SLA and contract specifications
  • Assist the CDE with day-to-day operations and execute delivery transformation activities, serving as the designated Point of Contact (PoC) and Escalation Contact
  • Assist the CDE with weekly status updates and metrics inputs for delivery of services (including projects) at designated client sites
  • Improve delivery productivity, innovation/automation, tools usage, and reduce rework and repeatable incidents for the designated client sites
  • As the PoC for designated client site, the Site Manager is responsible for customer NPS (Net Promoter Score) improvements and overall client satisfaction ratings
  • Provide the customer with a single point of accountability for NTT DATA across all lines of defined business
  • Serve as the daily user interface for specified client sites, coordinating as needed delivery teams with the customer to successfully meet service requirements
  • Ensure applicable customer specific policies and procedures are documented, available to and applied by the delivery teams
  • Proactively engage as the PoC on high profile customer Incidents and critical situations
  • Ensure the Problem RCA correction plan resolves the associated technical defect as per process commitments
  • Confirm communication updates (internal/external) are executed throughout the escalation process as per NTT DATA requirements
  • Proactively direct delivery teams to identify and resolve issues before they affect the customer's environment, thereby reducing outages impact on clinical services and patient care
  • As directed by the CDE, develop and present status updates to NTT DATA management and customer leadership
  • Achieve the 'voice of the customer' targets as defined through the delivery of the above responsibilities


Basic Qualifications:

  • Minimum of 5 years of experience in IT Service Delivery
  • Minimum of 5 years of experience in IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles
  • Minimum of 5 years of experience in End-to-end management of lifecycle projects using project management standards
  • Minimum of 3 years of experience and expertise using ServiceNow (SOM) ITSM tool
  • Bachelor's degree in Computer Engineering, Engineering, Computer Science, Information Technology, or related field of study


Preferred Skills:

  • Experience in Healthcare / Hospital / Provider industry
  • Experience supporting transition and transformation projects involving large, distributed user bases
  • Experience managing a highly leveraged service environment
  • Strong knowledge of and experience applying an ITIL Service Framework and implementation
  • Excellent written and oral communications skills


About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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Nearest Major Market: Baltimore

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