IT Relationship Sr. Manager

  • UnitedHealth Group
  • Minnetonka, MN, USA
  • Jun 18, 2020

Job Description

The IT Business Relationship Sr Manager is responsible for cultivating strong relationships, understanding the business value of new IT Support Service offerings, partnering with internal IT & LOB stakeholders. This highly motivated individual will be responsible for managing the engagement between the IT Department & multiple business units to deliver technology solutions that align with strategic company objectives. As a trusted advisor of multiple business units, you will provide strategic consulting as the primary point-of-contact & interface between the IT Departments & key business stakeholders throughout the lifecycle of strategic IT Projects. Primary Responsibilities: Strategy Development & Execution: Represent end user requirements with inputs from business end user boards, influence an persuade to ensure joint alignment of needs & goals in alignment with IT strategy Line of business executive relationship development & curation Partner with IT Functions to create scalable & user-friendly capabilities like Self-Service options (Knowledge Base, Video KBs, etc), Omni-Channel & Self-Heal that enhance the productivity of UHG employees Initiate, oversee & support key end-user improvement projects in line with strategy IT service reporting providing ad-hoc, weekly & monthly performance reporting to line of business stakeholders Partner with line of business leaders to facilitate IT project initiation, requirements shaping, prioritization, solution selection, scheduling, execution oversight & communication Change Management: Align all stakeholders on common objectives, ensure adequate funding, prioritization & resources to deliver program success & strong end user adoption Establish a collaborative, cross-divisional community of business end user boards to provide input & feedback on requirements, designs, etc. Facilitate Communities of Practice with Lines of Businesses related to user-friendly application design & adoption outcomes, including end user training Operations: Analyze performance of IT Support Services activities & documented resolutions, identify areas for improvement, & devise/deliver solutions to enhance quality of service & to prevent future service delivery quality issues Ensure the IT Support Services provides & delivers high levels of support by providing trends, reports & analysis of customer satisfaction, performance against agreed to service levels & plans for service improvement Manage performance & development of team members that will enhance the relationship with our partners Work with our global IT management teams to ensure NPS is obtained at the highest level in all geographical locations Ability to influence team members, peers, customers & stakeholders You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications: 7+ years professional experience in supporting / leading enterprise infrastructure or applications in a formal enterprise service desk environment 4+ years supervisory & management experience, preferably large teams with multiple locations 4+ years of experience with various Global IT Service Desk technologies / platforms & ACD Systems. Demonstrated ability to fostering high collaboration between all team members in establishing a single, cohesive culture Excellent knowledge of ITIL frame works for Service Delivery & service support processes; Thorough understanding of ITIL-best practices & trends Preferred Qualifications: Experience with supporting digital services & RPA / AI / ML initiatives a plus Experience & track record of transforming a Global IT Service Desk to improve delivery & satisfaction ITIL v4.0 foundation certified Technology Careers with Optum. Information & technology have amazing power to transform the health care industry & improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely & securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care & lower costs for millions. This is where the best & the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm) Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.