Corporate Manager 1 - Service Operations

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POST DATE 9/9/2016
END DATE 11/12/2016

Partners HealthCare(PHS) Charlestown, MA

Charlestown, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


As a not-for-profit organization, Partners HealthCare is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Womens Hospital and Massachusetts General Hospital, Partners HealthCare supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

Were focused on a people-first culture for our systems patients and our professional family. Thats why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal developmentand we recognize success at every step.

Our employees use the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk, and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

General Summary/Overview

Under the broad direction of the Associate Director of Technical Services & Operations, the incumbent directs the planning, maintaining, implementing, provisioning, and support of PHS Central Infrastructure including Converged and Hyperconverged Technologies, Physical and Virtual Servers, Storage Area Network, System ManagementMonitoring, Backup, and features that encompass the Partners HealthCare System infrastructure in which Technical Services and Operations is accountable for daily. S/he directs the productive, timely and quality delivery of Service Operations for systems that are supported 24/7/365.

Principal Duties and Responsibilities

Directs 3 Corporate Team Leaders responsible for supporting PHS Central Infrastructure including Converged and Hyperconverged Technologies, Physical and Virtual Servers, Storage Area Network, System ManagementMonitoring, Backup, and features that encompass the Partners HealthCare System infrastructure in which Technical Services and Operations is accountable for daily.

o Support 9,000 Operating Systems including HP and Cisco Hardware, VMWare, Windows (2008, 2008R2, 2012, 2016), Unix (Solaris, HPUX, AIX), Linux (RHEL), & Open VMS Integrity.

o Support of 10PB of On-site Storage across multiple storage tiers (EMC VMAX, VNX, Isilon, ATMOS, Elastic Cloud Storage, NAS. VCE Converged and Hyperconverged Technologies, SRDF and Recover Point for Disaster Recovery)

o Support of 20PB of IBM TSM & EMC Avamar Backups & Restores (on-site & off).

o Monitoring, Software Distribution, and Inventory using Microsoft Service Center Configuration Manager & Microsoft Service Center Operations Manager.

Under the direction of the Associate Director, guide various staff on critical project implementations, resourcing and assignments.

Promotes teamwork across all of Technical Services and Operations.

In conjunction with the Associate Director, provides leadership and guidance to other Corporate Managers and Corporate Team Leads within Technical Services and Operations.

Works with Associate Director to formulate, execute, and support long-term infrastructure operational strategy, continuing to make it scalable to meet the demanding needs of customers.

Responsible for planning and coordination of all system support activities within the Partners HealthCare System network including MGH, PHS Corporate, PCHI, DFCI, BWH, SRN, McLean, NSMC, NWH, Faulkner, the affiliated hospitals, community health centers and off site locations. These activities include working with site managers to determine IS needs, ensuring compatibility with Partners HealthCare System, and determine possible link/synergies. Of utmost importance is ensuring that the infrastructure performs well, scales, and is protected from outside interference.

The Corporate Manager needs to balance expectations of PHS operational managers and end users with the reality of funded and approved initiatives. This necessitates seasoned political skills and creativity in working with constrained resources.

The Corporate Manager will work closely with other Corporate Managers within Technical Services and Operations, the Chief Technology Officer, Chief Information Security Officer, Integrated Network Communications, and IS Support Services, ITIL Program Manager and Infrastructure Project Management Office insuring a seamless flow of information, combined planning and commitments to PHS initiatives.

The Corporate Manager will be skilled at working in a highly matrixed organization, and will foster that perspective across the entire Service Operations team within TSO.

The Corporate Manager will demonstrate familiarity with the legal requirements relating to information security and health care operations, as well as to communicate effectively with and coordinate the efforts of technology and non-technology personnel.

Responsible for the overall effectiveness and efficiency of Service Operations Systems and insuring high levels of customer satisfaction are maintained.

Leads the migration to new technology in the Service Operations team, evaluates processing performance relating to machine utilization and reliability, and forecasts financial, physical, and human resources needed to meet established objectives.

Oversees and coordinates daily service operations, business continuance and restoration plans that isolate problems and implements pre-planned alternatives routes or systems to restore service.

Provides general direction to the Service Operations Staff and system support personnel to achieve quality, timely, and effective services.

Establish Operational goals with TSO Senior Management and meet goals and plans.

Follows Security Policies for Administrative, Personnel, Technical, and Transmission Security

Follows Security Procedures that include contingency plans for emergencies and disaster recovery, security incident response and reporting process and protocols, and testing of security procedures.

Provides financial oversight of Service Operations including the development of, and direction of financial objectives, budgets and expenditures.

Identifies and establishes department initiatives and related strategies to advance technology in the defined Service Operations Team.

Oversees staff in projects to upgrade systems and technical infrastructure.

Supports overall IS initiatives and coordinate with other IS functions to meet operational needs.

Serves as internal consultant to management on technology operations. Maintains expertise in related technologies and techniques, implements new ideas and approaches to achieve leadership in the field.

Interfaces with and helps manage key vendor relationships in the Information System arena (e.g. IBM, HP, EMC, VCE, Microsoft, Net App, Oracle, VMware, etc.)

Responsible for developing and implementing procedures to meet administrative, clinical and operating needs this includes developing protocols for emergency procedures necessitated by system failures.

Works in conjunction with the TSO Strategy & Design team to conduct product evaluation of infrastructure hardware/software services. This includes, but is not limited to: Network Operating Systems, Server hardware, Virtualization, Virus Scanning, Backup/Recovery, Fault Tolerance, Multiple Tiers of Storage, Backup, etc.

May be asked to coordinate various teams until resolution