IT Service Success Manager

Job Overview

The IT Service Success Manager (IT-SSM) is the primary partner-facing resource responsible for delivering a seamless and high-value IT experience to affiliates, subsidiaries, and external health system partners. This position manages the full IT service lifecycle, including: planning, operations, financials, contracts, software and hardware services and drives continuous success and growth for partner organizations. The IT-SSM ensures partners realize the full value of provided IT investments, proactively resolves issues, supports service adoption, and collaborates internally to align services with partner goals.

• Partner Experience Management:
  Serve as the single point of contact for external partners engaging with IT services. Develop deep understanding of partner organizations' goals, operations, and technology needs. Create and maintain account plans outlining service roadmaps, key projects, strategic objectives, and risk mitigation plans.
• IT Service Delivery Planning and Operations:
  Oversee day-to-day operations across IT services. Coordinate new IT service onboarding, technology upgrades, maintenance schedules, and operational handoffs. Lead periodic, quarterly, and/or annual IT service reviews with partners to assess satisfaction, performance, and future needs.
• Financial and Contract Administration:
  Track IT service financials, including invoicing, forecasting, and cost optimization efforts. Support contract management processes, including: identifying IT services, ensuring contract deliverables are met, facilitating renewals and approvals, and recommending expansions or modifications. Lead IT pricing discussions for new services or adjustments to existing service portfolios. Collaborate with legal and contracting teams to comply with applicable regulations and compliance requirements.
• Service Adoption and Value Realization:
  Drive the adoption of provided IT services, platforms, and capabilities within partner organizations. Identify and communicate value realization opportunities, helping partners fully leverage available IT services and technologies.
• Project Coordination:
  Manage assigned IT project initiatives across planning, delivery, testing, and transition to steady-state operations. Monitor and report on project milestones, budget adherence, and risk management activities. Engage in, monitor and report on partner-impacting projects and initiatives.
• Issue Management and Continuous Improvement:
  Actively monitor service performance, incident trends, and partner feedback. Lead issue resolution and escalation processes, ensuring timely and effective outcomes. Recommend and implement service improvements based on partner feedback, industry trends, and internal assessments. Lead, recommend and implement team process improvements. Recommend and adhere to team standards, templates, service models, and pricing models.
• Internal Collaboration and Advocacy:
  Collaborate closely with IT Operations, Applications, Cybersecurity, Data Technology, and other teams to ensure holistic support. Act as the voice of the partner internally, advocating for enhancements and priorities that align with strategic goals. Train junior team members.

• B.S./B.A. in Information Technology, Computer Science, Healthcare Administration, Business, or a related field or equivalent combination of education and experience.
• 6 years years of experience in IT service management, customer success, partner management, project management, or IT account management.
• Proven track record in client relationship management, proactive problem solving, and service improvement initiatives.
• Experience managing or supporting IT software and hardware services in an enterprise or healthcare environment.
• Experience with ITIL service management practices and project lifecycle methodologies.
• Excellent customer service and written and verbal communication skills, including with executive-level business & technology partners and presentations
• Financial and contract acumen in budgeting, invoicing, cost management, and contract terms.
• Demonstrated experience managing multiple cross-functional projects and…