Assistant Director IT Vendor Management Organization: Epic

Job Overview

City/State:
Yonkers, New York. Grant Funded:
Yes. Department:
Vendor Management Organization.

Work Shift:

Day. Work Days: MON-FRI. Scheduled

Hours:

8:30 AM-5 PM (Daily 7.5 hours). Pay Range: $ - $.

Montefiore is ranked among the top hospitals nationally and regionally by U.S. News & World Report. For more than 100 years we have been innovating new treatments, procedures, and approaches to patient care, producing stellar outcomes and raising the bar for academic medical centers in the region and around the world. Our work to improve health outcomes in underserved communities is unparalleled in the United States.

The vendor management organization provides leadership and visibility into critical managed services vendor relationships across the IT organization.

This position will develop strong partnerships with key vendors and internal customers, enhance and optimize the processes and workflows between Montefiore and contracted vendors, hold vendors accountable for contracted performance expectations, and ensure financial compliance with IT contracts.

• Oversee vendor management processes, including supervision and monitoring of IT Division vendor performance.
• Incorporate business priorities and service‑specific needs for the IT service area (e.g., Epic training, app support, enhancement, project work, infrastructure, end‑user services, service desk).
• Ensure processes are in place to monitor vendor performance against Service Level Agreements and key contract provisions.
• Establish processes for vendor performance reporting and issue resolution.
• Collaborate with stakeholders and vendors to determine key performance metrics such as KPIs, productivity, quality, user experience, security, cost, and innovation.
• Oversee service-specific vendor performance based on defined metrics (e.g., SLAs, XLAs, productivity, quality, time, innovation, cost, user experience, security).
• Work with key customer stakeholders and vendors to manage service-specific scope.
• Create and maintain a high‑quality standardized service catalog with clear service definitions.
• Review and address vendor performance, budget, and escalation reports.
• Identify and execute continuous improvement plans, including automation or innovation projects and initiatives.
• Plan future add‑on services based on business need and return on investment.
• Participate in RFP activities.
• Monitor and evaluate vendor performance and compliance with SLAs, contract guidelines, regulations, disaster recovery, and business continuity protocols and requirements.

• Translate and communicate service‑area business needs into service‑specific IT requirements.
• Detect, evaluate, and address vendor service delivery issues at the operational level.
• Develop and document Statements of Work (SOW) with business owners to support the outsourcing arrangement.

• Oversee the demand routing and resolution process.
• Develop, cultivate, optimize, and manage relationships with vendors and internal stakeholders.

• Minimum 5 years of experience managing vendor relationships in an outsourced or managed services health‑care environment.
• Understanding of Epic modules and functions.
• High-level knowledge of IT services (e.g., app development, app support, enhancement, quality assurance, infrastructure, end‑user services).
• Advanced knowledge in data analytics and data interpretation.
• Expertise in managing challenging vendor situations with awareness of people dynamics and escalation procedures.
• Experience with service scope, SLAs, and their business implications. Ability to recommend and implement changes to the service catalog as business requirements evolve.
• Experience driving operational and financial management and reporting, with the ability to design and solve for metrics across quality, productivity, user experience, innovation, cost, etc.
• Excellent quantitative, analytical, organizational, and project management skills.
• Proven ability to build trust‑based relationships with senior management across IT, businesses, and vendors.
• Superior communication, negotiation, and…