Sr. Manager, IT Client Success

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The University of Miami Health System, "UHealth", IT Department has an exciting opportunity for a Full-Time Sr. Manager, IT Client Success to work in Miami.

The Sr. IT Client Success Manager leads the strategic direction, governance, and continuous improvement of IT client support services across the UHealth enterprise. Oversees vendor relationships, service desk operations, and ITSM process maturity. Drives enterprise-level initiatives to enhance service delivery, user experience, and operational efficiency through data-driven decision-making and stakeholder engagement.

Core Responsibilities:

• Serves as the strategic voice of the UHealth IT customer across all service delivery channels. 

• Builds and maintains executive-level relationships with stakeholders and vendor partners. 

• Leads the development and governance of ITSM processes and platforms, including ServiceNow. 

• Oversees enterprise-wide service analytics, dashboards, and KPI frameworks. 

• Provides strategic insights and recommendations based on service performance data. 

• Manages vendor performance, ensuring SLA/OLA compliance and alignment with IT goals. 

• Develops and enforces policies that optimize stakeholder and client experiences. 

• Facilitates executive-level client forums and feedback sessions to inform service strategy. 

• Owns the strategic relationship with the service desk vendor and internal support teams. 

• Oversees the onboarding/offboarding experience to ensure consistency and satisfaction. 

• Leads cross-functional initiatives to resolve systemic service issues and improve outcomes. 

• Drives integration of third-party systems that enhance service delivery and scalability. 

• Governs the VIP support program, including reporting and process optimization. 

• Ensures compliance with University policies and promotes operational integrity across IT services. 

• Adheres to University and unit-level policies and procedures and safeguards University assets. 

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary. 

CORE QUALIFICATIONS  

• Bachelor’s degree in relevant field 

• Minimum 7 years of relevant experience  

• Operational Management: Optimizes day-to-day operations and processes for efficiency and effectiveness.  

• Organizational Development: Ability to implement strategies to improve organizational effectiveness, engagement, and manage change. 

• Financial Oversight: Knowledge of financial operations and management. 

• Team Leadership: Ability to create and <