Duke Health Technology Solutions is a robust, specialized division of Duke University Health System dedicated to the development and management of enterprise IT systems.
A 2018 'Most Wired' health system, Duke is nationally recognized for IT and information management as the first healthcare system to achieve the Davies Award – highest honor by the Healthcare Information and Management Systems Society (HIMSS) – for inpatient, ambulatory and analytics health information technology capabilities. Our employees are among the top-skilled IT experts in the Triangle and partner with leading scholars, clinicians, and researchers across Duke University and Duke Health to develop innovative technologies that support our mission of delivering tomorrow's healthcare today.
IT Manager for DHTS Enterprise Application Services
This position reports to the Director of Enterprise Applications, Cloud Application Delivery Services, and DevOps.
The IT Manager position will primarily be responsible for setting direction and effectively managing staff resources and the service delivery of Enterprise Application Services, Cloud Application Delivery Services, and DevOps Services. The position will work with business customers to define business requirements and work with technical teams to design and implement services and application solutions for Duke Health. Accountable for overall capability roadmap aligning business needs to technology delivery. The group will ensure optimum service and application performance, availability and service delivery with the goal of maintaining 99.99% service availability. A key objective is to continue to mature processes by using best practices such as the foundational ITIL model for Service Delivery and Production Support. Another key objective is to continue to build the applications, per requirements, within a cloud hosting service provider and move deployment of technology from on-premises to in the cloud. This position will work closely with the various business and operational leaders, other DHTS teams, and vendors in the delivery of Enterprise Application Services.
Planning and Organizing:
IT Manager must be able to plan, participate, and deliver major technology initiatives involving a high degree of technical complexity. This will require the ability to effectively research, understand, and convey the cost benefit analysis of the business value and then communicate the requirements illustrating the resources needed in terms of systems and people.
IT Manager must ensure goals are set, plans tracked, metrics are measured, and reports are available on all initiatives, be able to identify and develop plans for risk mitigation, and be able to calculate changes in service levels and processing efficiency for all changes.
IT Manager should champion the adoption of a customer-centric work culture by cultivating an organization that focuses on growth and continuous improvement.
IT Manager is responsible for supervising and directing staff such that a balanced workload is maintained and for motivating the staff to do quality work on a timely basis. IT Manager is responsible for developing and maintaining roadmaps for each area or application by maintaining a 1-year, 3-year and 5-year plan. IT Manager is responsible for developing, establishing, and maintaining policies, procedures, standards, and guidelines and aligning those with ITIL framework for the successful and efficient operation of their staff.
IT Manager is responsible for developing long-term capacity and resource plans to meet the strategic IT and Duke Medicine objectives.
IT Manager is responsible for ensuring seamless transition of service offerings from Service Delivery to Production Support by developing strong relationships with various customer representatives. Customer/stakeholder input should be gathered to help ensure that work is being prioritized according to what the customers need and value the most.
Knowledge & Solution:
Develop product strategies and manage the product life cycle for each area of application services. Interface with key internal and external stakeholders to develop and support business cases, budgets and reports.
Ensure product budget and service level targets are achieved.
Develop differentiated products to meet customer needs. To work with customers and stakeholders in identifying new service opportunities, technological advancements and our customer's business challenges.
Develop benchmark against industry product offerings to improve features, pricing plan and business processes for new and/or existing services to ensure market competitiveness.
Review and optimize the various cost components of products supported.
Develop product descriptions and policies.
Provide business case analysis to support new products and customization of existing product to meet specific customer needs.
Ensure comprehensive documentation, systems and processes are developed. Continuously optimize such processes with the objective of increasing internal efficiencies and enhancing the customer experience.
Develop and lead the Enterprise Application Teams through the building of an application innovative lab approach for application delivery and resiliency using and implementing DevOps concepts in order to build leading-edge competencies for application delivery and services. Transition this approach to other Application Delivery Service teams within Service Delivery.
IT Manager is responsible for ensuring staff understands their business value and is available to provide 24x7x365 support covering the infrastructure (network, voice services, etc).
IT Manager must understand the ITIL framework; implement Organizational Change Management into IT service delivery.
IT Manager is responsible for interviewing, selecting, and then subsequently managing a variety of individuals that must work together to achieve organizational objectives. Employee is responsible for monitoring work quantity and quality, for taking appropriate action to resolve disciplinary problems and staff complaints, for assessing training needs and making a plan to meet those needs, and for ensuring completing performance appraisals are completed on time. A comprehensive Talent Plan for each area should be maintained. IT Manager must foster and be able to implement mentoring and coaching for managers in a highly technical environment.
IT Manager must promote the business value, project a service ethic and process to drive for top customer service throughout the organization
Bachelor's degree in a technical or related field required
Master's degree in technical field or MBA preferred
Licensure / Certification
ITIL Certification required.
Minimum 5 years of IT experience, including 2 years of management or team lead experience. MBA can be used in lieu of 2 years management/team lead experience requirement.
Data analysis and trending
Effective oral and written communication
Ability to translate business process into a technical solution
Knowledge of project management to manage deliverables
Designing specifications for information systems
Implementation of information systems
Maintenance of information systems
Ability to lead discovery sessions
Advanced technical consultation and support
Ability to design complex information systems
Implementation of complex information systems
Contract negotiation theory
Excellent critical thinking skills
Excellent teamwork skills
Excellent problem solving, analytical, and technical troubleshooting skills
Excellent time management, organizational, & task prioritization skills
Excellent presentation skills
Excellent ability to communicate effectively with non-technical staff and with members of interdisciplinary teams
Ability to work on a flexible schedule
Strong research and documentation skills
Ability to work independently
Self-motivated and goal-oriented
Ability to interact well and effectively communicate with all levels of leadership
Ability to conduct all explicit and implied follow-up tasks on tickets, incidents and other work items
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.