Manager of Customer IT Services; Hybrid - NYC

Overview

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.

• 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 technology projects.
• 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 work groups 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…