REGIONAL MANAGER HITS Training & Project Management Office

Basic Function and Responsibilities

Under the direction of the Regional Vice President, HITS Training and Project Management Office (PMO) manager, collaborates with the regional HITS leaders in setting the digital and technological vision that aligns with and supports UM Health's mission, strategic business objectives and operating philosophy.

The Regional HITS Training and Project Management Office Manager is responsible for managing all activities relating to the regional HITS Training and the Project Management Office departments by maintaining Information Technology (IT) tools, platforms, technologies, services, and processes. This does not include IT oversight for the University of Michigan Health's academic medical center.

The Regional HITS Training and Project Management Office Manager provides leadership and oversight for the IT Training team responsible for evaluating, planning and implementing information technology training programs at the University of Michigan Health West and University of Michigan Health Sparrow team members. This role also oversees the delivery of HITS related projects, ensuring alignment with organizational goals, and optimizing project management practices.

Characteristic Duties and Responsibilities

Leadership and Team Management:

• Manages their area's functional team and provides leadership in the support, development, and growth of the functional area components of Training and Project Management solutions, services, and processes.
• Leads, coordinates and educates business units on the training and project management processes and HITS best practices.
• Adheres to designated annual capital and operating financial plan targets. Collaborates with HITS leaders in the development of supporting HITS capital and operational budgets to support strategic and tactical plans.
• Serves as a change agent to spearhead transformative change by fostering a culture of innovation, collaboration, and digital proficiency across the Health Systems. Helps to maintain a high level of HITS customer service to UM-H Corp team members/employees, physicians, patients, and community.
• Collaborates with HITS leadership to define and communicate performance expectations; ensures team members are aware and upholds these standards.
• Leads, mentors, and manages their team, providing guidance, training, and support to ensure high performance. Conducts regular performance evaluations, set objectives, and identifies development opportunities for team members.
• Fosters a positive and collaborative environment, encouraging knowledge sharing and professional growth that creates a culture conducive to attracting, retaining, and advancing professional, technical, and support team members.
• Responsible for their area's functional teams and provides guidance in prioritizing and assigning work.
• Assembles project teams and assigns individual responsibilities.
• Oversees the daily operations of their responsible areas, ensuring support requests are logged, prioritize and resolved in a timely manner.
• Monitor team metrics and prepare regular reports on performance, trends, areas of improvement.
• Participates in on-call and daily safety meeting rotations, as needed.

Service Management and Customer Support:

• Collaborates with the Regional ePMO project management to establish project governance, align projects with business goals, and standardize on project management practices.
• Oversees the HITS project portfolio to ensure successful delivery within scope, schedule, and budget.
• Resolves Training and Project Management requests or incidents, and answers questions within Service Level Agreements (SLAs) or delivery target while providing the highest level of customer service
• Provides service ownership for service offerings within Training and Project Management's service portfolio
• Diagnoses and resolves customer reported incidents and overall process defects; create process improvements and efficiencies
• Tracks and reports on Training and Project Management program metrics, using metrics to measure program effectiveness and cost savings.
• Collaborates with HITS leadership to develop and enforce service level agreements (SLAs) and Key Performance Indicators (KPIs) to measure and improve the efficiency and quality of HITS services.
• Assists in maintaining positive customer relations with customer areas to evaluate department effectiveness, identify problems, and determine future needs.
• Provides stable and functional systems and services to UM-H Corp. Ensures team provides consistent, high-quality support, with focus on customer experience and minimizing downtime.
• Maintains relationships with vendors and helps ensure proper contractual agreements are maintained and followed.
• Serves as a facilitator, diplomat, mediator, and negotiator to effectively coordinate HITS strategies, operations, processes, acquisitions, and development projects.
• Assists HITS Leadership in the review and development of projects to ensure their area's involvement is represented.
• Collaborates with HITS Leadership Team to develop programs for disaster recovery and business resumption.
• Collaborates with team members to identify and select the appropriate tools for developing team deliverables.
• Provides oversight regarding system change requests and tickets including testing, tracking and prioritization of change requests and tickets. Follows and enforces Change Control processes to ensure proper approval, coordination, and communication of systems changes.

Process Improvement:

• Partners with HITS leadership in the review and development of strategic plans, projects and division operational processes, procedures and policies, and development of divisional culture based on being a cohesive team to ensure their area's involvement is represented.
• Collaborates with HITS leadership to develop strategic and tactical business plans for their functional and architectural area(s), while also participating in the overall business, technical, and architectural strategic planning process.
• Participates in the development, communication, and implementation of technical services plans that support the Health Information Technology (HITS) strategic plan, annual goals, and objectives. Assists in the support of UM-H Corp. business plans, strategy, and growth through effective and efficient communication systems.
• Collaborates with HITS leaders to plan, develop, align and implement standard support processes.
• Continuously evaluates and refines department processes, workflows, and tools to enhance service delivery, user satisfaction, and operational efficiency
• Develops and maintains necessary documentation systems and processes that ensure all applications, systems, hardware, and processes are identified, understood, and available for reference.

Technical Expertise:

• Provides functional and technical expertise to the health system.
• Leads the creation and delivery of solutions as a subject matter expert; provides expert guidance to the team on new solutions and designs.
• Ensures compliance with organization security and confidentiality requirements.
• Ensures maintenance of accurate documentation and issues by using standard methodologies. Monitors adherence to technical and functional standards.
• Stays current with industry trends, best practices, and technical developments through ongoing professional and educational advancement. This includes attending relevant training sessions, participating in industry organizations and networking opportunities, and engaging with pertinent reading materials.
• Consults with various Information Technology teams to ensure that training and project management best practices are factored into the evaluation, selection, installation and configuration of new hardware, software applications, and systems architecture.