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

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Key Responsibilities:

Communications

• Serve as the primary advocate for OR clinicians, identifying workflow challenges and removing technical obstacles.

• Maintain strong relationships with OR staff, IT teams, and vendors to ensure clear, consistent communication.

• Provide real‑time updates on issue status, system changes, outages, and device replacements using Teams channels, dashboards, and structured reporting.

Issue Management

• Act as the single point of contact for OR technical issues involving hardware, applications, scanning workflows, device configuration, and vendor‑supported systems.

• Coordinate resolution efforts across IT Field Services, Application Teams, Vendor Services, and other support groups.

• Use ITSM tools, rounding, and data dashboards to track, triage, and monitor issues to closure.

Process Improvement

• Conduct proactive technical rounding to identify emerging issues and gather customer feedback.

• Analyze incident trends (scanner performance, workflow errors, device reliability) to highlight systemic problems and recommend improvements.

• Support creation and refinement of documentation such as OR IT Field Guides, workflow guides, troubleshooting playbooks, and reporting enhancements.

Team Interaction

• Staff daily IT support shifts providing direct coverage in the OR.

• Guide other IT support teams as the OR environment’s subject‑matter expert.

• Work with vendor field service teams to optimize on‑site performance and ensure alignment with VUMC support expectations.

Key Functions:

• 50% – Issue Management (Advanced): Lead complex issue resolution, refine best practices, and drive consistent enterprise‑level processes.

• 35% – Communication (Expert): Coordinate OR support activities across IT, Supply Chain, and Application teams; initiate effective communication directly within clinical operations.

• 15% – Coordination (Expert): Ensure seamless integration of OR hardware, device workflows, software applications, 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