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 
• Ensure