Raleigh, NC, USA
icrunchdata Network
Overview Welcome to Allscripts Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information. Allscripts has created a new Vendor Management Organization (VMO) to manage the operations of Allscripts’ key managed service providers. In this highly visible role, the Senior Vendor Manager will be responsible for overseeing the operations of Allscripts’ providers and ensuring they are delivering exceptional service to Allscripts clients. Responsibilities Ensure a seamless connection between internal service delivery teams and external technology vendors Work with support teams to manage escalation of vendor related incidents to operations or development teams Assist with the communication of critical outage information and facilitate technical calls Assist with escalation and resolution of critical issues impacting customers or stakeholders Actively participate and assist with service restoration and proactive bridge calls Coordinate activities with multiple technical and business teams, both internal and external Oversee vendor performance Establish and maintain positive working relationships at various levels within vendor organizations Routinely perform analysis to identify opportunities to improve vendor service delivery Monitor and report vendor performance against Service Level Agreements (SLAs) Monitor adherence of ticket documentation according to Incident Management Procedures Understand vendor agreements at a detailed level and participate in modifications and negotiations VMO team support Assist the team in creating VMO presentation documents (analyzing vendor performance and financial data) Assist in the development, facilitation, and reporting of vendor performance Create and/or modify standard operating procedures, and technical documentation Communicate technical issues in a clear, concise manner with level of detail appropriate for the audience Qualifications Academic and Professional Qualifications: Bachelor’s or master’s degree in IT, computer science; or related degree Superior verbal and written communication skills Exceptional attention to detail Experience: 10 years of experience in IT service delivery with two years of vendor management experience Technical understanding of server operating systems (Windows and UNIX), Citrix solutions, backup and recovery solutions and VMware solutions Technical understanding of public/private cloud architecture and related compute, storage and network resources Ability to analyze technical data and develop and present reports Ability to build and manage relationships across the organization and with managed service providers Capable of working in highly matrixed organizations with global multi-vendor managed service environments Excellent presentation, facilitation, and interpersonal skills Travel Requirements: May require local travel May require other travel for business needs Working Arrangements: May require after hours on call support At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings. Allscripts policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. From a “VEVRAA Federal Contractor” We request Priority Referral of Protected Veterans [...]