Assistant Director IT Vendor Management Organization: Epic; JR

Introduction

To heal, to teach, to discover and to advance the health of the communities we serve.

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.

Our workforce is among the most diverse in the US:
Montefiore associates speak 60+ languages.

As Montefiore has built paths to deliver lifesaving health outcomes to underserved communities, we are looking to the future of being a data driven organization and tech-enabled care delivery to create better experiences for patients, providers, and operations teams. Montefiore’s Vendor Management Organization provides leadership of and visibility into some of the most critical managed services vendor relationships in the IT organization.

The Assistant Director, IT Vendor Management Tower Lead is responsible for developing strong partnerships with key vendors, and internal customers and ensuring the understanding of their critical business needs. This position will contribute to enhancing and optimizing the processes and workflows established between Montefiore and contracted vendors. In addition, this position will hold vendors accountable for contracted performance expectations to ensure members receive the highest quality of service and ensure financial compliance with IT’s contracts.

This position manages the vendors for our Epic system and other applications related to our Epic support MSP. The role requires significant experience in managing managed-services relationships, contracts, and SLAs in an enterprise health care organization. The person in this role must be knowledgeable in the processes and applications leveraged to support their service area.

• Responsible for overseeing the vendor management process including supervision and monitoring of IT Division vendor performance Incorporate both business priorities and service-specific needs for responsible IT service area (e.g., Epic training, app support, enhancement, project work, infrastructure, end-user services, service desk).
• Responsible for ensuring 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 IT vendor management team, stakeholders, and vendor to determine key vendor performance management metrics (e.g., KPIs, productivity, quality, time, innovation, cost, user experience, security, etc.).
• Oversee management of service-specific vendor performance based on the metrics (e.g., KPIs, SLAs, XLAs, productivity, quality, time, innovation, cost, user experience, security, etc.) established by the IT vendor management team.
• Work with key customer stakeholders and vendors to manage service-specific scope.
• Collaborate with IT vendor management team, stakeholders, and vendor to create and maintain high-quality standardized service catalog with clear service definitions.
• Review and address vendor performance, budget, and escalation reports.
• Collaborate with IT vendor management team, stakeholders and vendor, to identify and execute continuous improvement plans (e.g., automation/innovation projects, and initiatives).
• Plan for future add-on services based on business need and Return on Investment.
• Participate in RFP activities.
• Responsible for monitoring and evaluating vendor performance and compliance with service level agreements, contract guidelines, regulations, disaster recovery and business continuity protocols and requirements.

• Translate and communicate Service Area’s business needs into service-specific IT requirements.
• Detect, evaluate, and elevate vendor service delivery issues.
• Resolve problems at the operational level.
• Work with Business Owners to develop and document Statements of Work (SOW) that support the…