Sr. Manager, IT Client Success

Sr. Manager, IT Client Success

The University of Miami Health System, "UHealth", IT Department has an exciting opportunity for a Full-Time Sr. Manager, IT Client Success to work in Miami.

The Sr. IT Client Success Manager leads the strategic direction, governance, and continuous improvement of IT client support services across the UHealth enterprise. Oversees vendor relationships, service desk operations, and ITSM process maturity. Drives enterprise-level initiatives to enhance service delivery, user experience, and operational efficiency through data-driven decision-making and stakeholder engagement.

Core Responsibilities :

• Serves as the strategic voice of the UHealth IT customer across all service delivery channels.
• Builds and maintains executive-level relationships with stakeholders and vendor partners.
• Leads the development and governance of ITSM processes and platforms, including ServiceNow.
• Oversees enterprise-wide service analytics, dashboards, and KPI frameworks.
• Provides strategic insights and recommendations based on service performance data.
• Manages vendor performance, ensuring SLA / OLA compliance and alignment with IT goals.
• Develops and enforces policies that optimize stakeholder and client experiences.
• Facilitates executive-level client forums and feedback sessions to inform service strategy.
• Owns the strategic relationship with the service desk vendor and internal support teams.
• Oversees the onboarding / offboarding experience to ensure consistency and satisfaction.
• Leads cross-functional initiatives to resolve systemic service issues and improve outcomes.
• Drives integration of third-party systems that enhance service delivery and scalability.
• Governs the VIP support program, including reporting and process optimization.
• Ensures compliance with University policies and promotes operational integrity across IT services.

Adheres to University and unit-level policies and procedures and safeguards University assets.

Core Qualifications :

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females / Minorities / Protected Veterans / Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.