Principal Relationship Manager (Operating Room Support) – Local Only

Discover Vanderbilt University Medical Center:  Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

VUMC IT Support Services Relationship Management

Job Summary:

The Principal Relationship Manager strengthens VUMC IT Support Services by serving as the strategic liaison between OR clinical teams, IT, and vendor partners. This role elevates communication, accelerates issue resolution, and enhances the daily experience of OR clinicians through proactive relationship management, technical awareness, and structured support processes.

In addition, the Principal Relationship Manager provides leadership and oversight to the Senior Relationship Managers, offering coaching, guidance, and performance feedback to ensure consistent, high quality engagement and service delivery across all OR support relationships.

.

Key Responsibilities:

Communications

• Serve as the primary advocate for OR clinical staff and maintain strong relationships with end users and vendors to improve communication and service value.

• Build strategic partnerships with OR leadership to align IT services with operational needs.

• Communicate vendor support activities and use data (ITSM, Excel, PowerBI) to guide rounding and identify priorities.

Issue Management

• Act as the single point of contact for OR escalations, ensuring timely resolution and adherence to quality standards.

• Manage customer satisfaction by addressing feedback and co-owning vendor performance.

Process Improvement

• Coordinate field services, resolve complex technical issues, and support new hardware/software deployments.

• Lead rounding efforts as the SME for customer communication, data insights, and satisfaction.

• Train staff, optimize workflows, resolve data issues, and identify opportunities using operational dashboards.

Team Interaction

• Supervise Sr. Relationship Managers, providing coaching and performance feedback.

• Serve as a resource to colleagues and contribute to small project teams.

• Collaborate with IT program management and vendor services to define reporting requirements and improve service delivery.

Key Functions

• Issues Management (50%) – Lead OR issue resolution, serve as the expert authority, and develop organizational best practices.

• Communication (35%) – Communicate complex OR support needs clearly across IT, supply chain, and applications; lead communication best practices.

• Coordination (15%) – Ensure seamless integration of OR hardware, workflows, and supply chain documentation.

Mission

Serve as the central coordination hub for IT‑related issues affecting OR operations. By rapidly triaging and managing technical problems, the Support Services OR Relationship Management Team ensures reliable technology performance that empowers clinicians to focus on patient care.

Goals

• Streamline Issue Intake & Resolution: Provide a simple, efficient process for OR staff to report and resolve IT technical issues.

• Facilitate Cross‑Team Coordination: Act as the primary liaison between Perioperative Services and IT teams to ensure accurate routing and ownership of issues.

• Improve Communication & Transparency: Deliver timely updates on system changes, outages, and ticket progress; close the loop on Pegasus tickets.

• Enhance OR Technical Reliability: Identify recurring technical problems and partner with IT and vendor teams to stabilize scanning, hardware, device, and workflow performance.

• Build Knowledge Resources: Maintain field guides, workflows, troubleshooting instructions, and reporting dashboards specific to the OR environment.

• Support High‑Quality Customer Experience: Provide high‑touch, proactive technical support that reduces frict