Manager of Customer IT Services

The vision of Clinical Health Network for Transformation (CHN) is to better fulfill 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 and race 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 CIO, this position will be responsible for effectuating the full spectrum of IT services for their customer(s) with a focus on customer satisfaction and operational efficiency. The Manager of Customer IT Services will bring both direct hands-on technical support and skills as well as 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 be responsible for detailed financial analysis of existing contracts, and service alignment and optimization with CHN's standards. The role will analyze performance data of CHN's services, and partner with CHN management to help ensure high levels of client satisfaction. The Manager of Customer IT Services must be process and data driven, and champion the redesign and operationalization of processes to drive efficiency, both in their customer's environment and internal to CHN. This position will play an integral role in managing the customer's overall IT project portfolio, inclusive of consulting for new projects with the customer and CHN's Project Manager. The Manager of Customer IT Services will lead and/or share in the management responsibilities of any other resources assigned to their customer.

The Manager of Customer IT Services 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.

Essential Functions

• Perform and deliver financial analyses. Develop budgets and financial models in collaboration with CHN and Affiliate Leadership. Optimize financial performance of the designated customer, aligning services to CHN's standard services and architecture while sunsetting/optimizing legacy services
• 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 workgroups 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 in creating standard procedures to drive efficiency and excellence in service desk operations
• Provides technical support for critical issues that cannot be resolved by service desk employees
• Provide technical evaluation and recommendations for customer's physical security systems, including but not limited to access control, video surveillance, and intrusion detection systems
• Sets protocol for critical and high priority IT issues including communication strategy and expectations, on-call schedule, war room expectations, and postmortem analysis
• In conjunction with CHN IT leadership, establishes routine KPI reports and creates protocol to share with internal and external stakeholders
• Uses quantitative and qualitative data to assess trends and diagnose root causes to improve service delivery, and to demonstrate evidence of performance improvement and service delivery to identified stakeholders
• Practices exemplary customer service skills and provides staff with real-time coaching and feedback to improve customer experience
• Creates and promotes a culture of process and standards-based continuous improvement
• Ensures compliance with all CHN policies, PPFA Accreditation standards, information security standards, processes, and architecture as well as all state and federal regulations
• Demonstrates a commitment to CHN and Planned Parenthood's mission related to health equity, especially centering racial equity, and deep sense of accountability to community
• Demonstrates a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
• Provides positive and development feedback and accountability related to practices including, but not limited to, equity


The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.
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Qualifications and Experience (Required)

• Bachelor's degree in computer science, a related field or equivalent experience
• Minimum of 5 years of experience of progressive responsibility in an Information Technology setting
• Experience in financial modeling and budgeting
• Broad technical experience commensurate with a hands-on technical engineering position, stepping through the ranks to management and leadership
• Ability to build relationships with stakeholders, including staff and external partners
• Prior experience working as a Service Desk support specialist
• Professional written and verbal communications skills
• Proven ability to assess the criticality of problems and prioritize based on importance and urgency
• Ability to lead in the event of emergencies
• Demonstrated experience with remote troubleshooting in a multi-state/multi-location environment
• Ability to maintain high workload throughput
• Extensive experience with an enterprise-level ticketing system
• Ability to work independently and with professional discretion
• Excellent problem-solving skills
• Regular travel to DAC affiliate locations
• Demonstrated dedication to Planned Parenthood's mission, vision, and values
• Willingness to travel in accordance with the needs of the position, as outlined in the essential functions. Compliance with all CHN travel policies, including safety guidelines while operating a personal vehicle

Qualifications and Experience (Preferred)

• Relevant Microsoft certifications, Security+ certification from CompTIA, ITIL certification
• Epic experience

Key Requirements

• Commitment to advancing race(+) equity in one's work: interested in expanding knowledge about the role that racial inequity plays in our society
• Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
• Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
• Strong sense of accountability to equitable practices
• Understanding of the impact of identity dynamics on organizational culture
• Commitment to CHN and Planned Parenthood's 'In This Together' service ethos, workplace values, and service standards

$70,953 - $106,429 a year

CHN believes in fair and equitable pay. Above is the pay range for this role. Please note that actual salaries may vary within the range, based on factors including, but not limited to, education, training, experience, professional achievement, and business need.

CHN provides employees with a competitive benefits package; some highlights include the following:

- Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire

- Flexible Spending Accounts and Health Savings Account

- Short-Term Disability and Basic Life & AD&D Insurance provided by CHN

- Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost

- Employee Assistance Program

- Retirement Plan, 3% employer match after one year of service

- Paid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays

Clinical Health Network for Transformation (CHN) is an equal employment opportunity employer. We comply with all applicable laws prohibiting discrimination based on race, color, religion, gender and gender expression/identity, age, ethnicity, national origin, ancestry, physical or mental disability, uniformed service member/veteran status, marital status, medical condition, pregnancy, sexual orientation, citizenship status, genetic information, as well as any other category protected by federal, state, or local. We are committed to building an inclusive workplace that values racial & social justice. We strongly encourage all persons to apply, including people of color and members of the LGBTQIA+ community.