Cerner Operations Delivery Manager required at Dell North America, USA

Company Name	Dell
Industry	Manufacturing
Job Functional Area	Customer Services
Job Title	Cerner Operations Delivery Manager
Job position	1
Job Type	Permanent/ Day Shift
Job Location	North America-US-Remote/Field/Satellite Office
Secondary Location	North America-US-TX-Plano
Minimum Education	Post graduate degree or equivalent work experience
Minimum Experience	10+ years of healthcare IT experience 5+ years of experience running IT Operations for medium sized organizations 5+ years of EMR experience 2+ years of experience in critical incident management (SitMan)

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Job Description

Dell, Inc. is a worldwide provider of information technology services and business solutions to a broad range of clients. We are currently looking for a Cerner Operations Delivery Manager to join our team.  This role will ideally be based in our Plano, Texas offices with up to 25% travel to the customer’s sites, but we can consider remote resources as well.

The Cerner Operations Delivery Manager is primarily responsible for the day-to-day Cerner system operations maintenance tasks. The position is accountable to executive level customers (internal and external) for events that cause significant end-user disruption and the processes that govern them, namely system performance management, critical incident management and change management. The role is directly responsible to manage and resolve major incidents in an expedited manner. This includes ensuring that (a) proper teams are engaged (b) communication is provided to stakeholders, customers and executive management and (c) sufficient short-term/near-term actions are taken to prevent recurrence. The role is also responsible to provide executive updates on long-term actions associated with ensuing PMRs.

Role Responsibilities

• Direct involvement with customer’s executives regarding overall Cerner ops delivery
• Primary customer point of contact during unplanned high severity impacts
• Continuous improvement to response/SWAT team processes
• Vendor and escalation management as it related to high severity incidents
• Translating application and infrastructure impacts to business impact for senior executive levels
•  Facilitate post-mortem assessments of high severity incidents
• Root Case and final PMR reviewer/approver
• Cerner CAB review/approver
• Application stability/availability/performance KPI manager and oversee the practices that influence the KPIs
• Organize and advise leveraged teams, managers, leaders and executives in decision making
• Publish weekly customer newsletters on operations, performance, stability and changes
• Conduct bi-weekly operations review meetings with executive customers

 Qualifications

Requirements

• 10+ years of healthcare IT experience
• 5+ years of experience running IT Operations for medium sized organizations
• 5+ years of EMR experience
• 2+ years of experience in critical incident management (SitMan)
• Experience working with executive level customers
• Experience managing leveraged teams
• Excellent written and verbal communication
• Post graduate degree or equivalent work experience