Manager, Service Delivery

Job Summary
Do you want to make a meaningful difference in the quality of healthcare? Omnicell is empowering health systems and pharmacies to radically transform the way they manage medications, so they can achieve the vision of the Autonomous Pharmacy. Join us as we build on our powerful combination of advanced automation, predictive intelligence, and expert services to create a safer future for patients—one where medication errors are a thing of the past. You’ll be joining an organization whose culture encourages individual development, rewards intellectual curiosity, and embraces an inclusive environment. Join our growing company and help shape the future at Omnicell!

As a Manager, Service Delivery, you will be responsible for leading a team of Project Managers, Sr. Project Managers, and Program Managers to oversee the successful delivery of product implementation. Establishing high-quality service delivery and driving the overall growth and efficiency of a team, this role requires a passionate leader to provide guidance, coaching, and support of a team in their day-to-day activities. Working closely with others in the Professional Services organization, the successful candidate will play a pivotal role in driving implementation outcomes, improving efficiency, and maintaining high standards of quality while supporting the customer’s journey.

Responsibilities
•    Lead and manage a team focused on product implementation and meaningful adoption of solutions while achieving defined scope, schedule, and budget
•    Establish a positive relationship with cross-functional partners, cultivating a collaborator experience by which others are supported and eager to engage with Service Delivery 
•    Monitor and ensure team are meeting or exceeding key performance metrics, including operating and timeline performance, customer satisfaction, and employee engagement
•    Manage and report on staffing, utilization, project health, and financial performance to Professional Services senior leadership
•    Focus on customer journey experience while creating awareness and delivery of desired outcomes
•    Establish and maintain compliance of project management methodologies, change management processes, and best practices within Professional Services
•    Implement and enforce governance frameworks to ensure compliance with project objectives, quality standards, and customer expectations
•    Accountable for the Service Delivery roadmap; work with cross-functional stakeholders on strategic initiatives to deliver defined outcomes and key results 
•    Serve as the point of contact between the project management team and key stakeholders to ensure alignment of project objectives and to resolve risks and issues as they arise
•    Drive operational excellence to improve service delivery, maximize value, reduce waste, and increase efficiency
•    Support and accelerate each team member's professional development
•    Manage customer escalations and difficult conversations, utilizing strong problem-solving skills and maintaining positive relationships between internal and customer stakeholders
•    Foster a positive and collaborative team culture, promoting accountability, open communication, and a customer-centric mindset within the team
•    Steer teams to deliver on results in support of achieving the company’s quarterly and annual financial goals

Required Knowledge and Skills
•    Financial understanding of budgets, P&L, and revenue goals
•    Demonstrated leadership skills with the ability to effectively manage and mentor a team
•    Excellent knowledge and proven practice of project management methodologies, tools, and techniques
•    Strong critical thinking skills with the ability to apply discretion and sound judgement to solve problems efficiently and effectively
•    Ability to remain adaptable and resilient to all situations aligned with our core values

Basic Qualifications
•    Bachelor’s degree or equivalent combination of education and experience including a minimum of five years of people management experience

Preferred Qualifications
•    Project Management Professional (PMP) certification
•    Master’s degree
•    Three years of experience working within a professional services organization and/or healthcare information technology
•    Organizational change management experience
•    Experience with professional services automation tooling

Work Conditions
•    Remote based
•    Minimum 25% travel
•    Work across multiple time zones
•    Extended hours in front of a computer and using video technology
•    Must be willing and able to support work during non-business hours, including weekends and holidays as customer needs dictate
 

Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centr