IT Regional Operations Liaison Program Manager

IT Regional Operations Liaison Program Manager

You'll want to join Billings Clinic for our outstanding quality of care, exciting environment, interesting cases from a vast geography, advanced technology and educational opportunities. We are in the top 1% of hospitals internationally for receiving Magnet Recognition consecutively since 2006.

And you'll want to stay at Billings Clinic for the amazing teamwork, caring atmosphere, and a culture that values kindness, safety and courage. This is an incredible place to learn and grow. Billings, Montana, is a friendly, college community in the Rocky Mountains with great schools and abundant family activities. Amazing outdoor recreation is just minutes from home. Four seasons of sunshine! You can make a difference here.

Billings Clinic is a community-owned, not-for-profit, physician-led health system based in Billings with more than 4,700 employees, including over 550 physicians and non-physician providers. Our integrated organization consists of a multi-specialty group practice and a 304-bed hospital. Learn more about Billings Clinic and how we are recognized nationally for our exceptional quality.

Billings Clinic is proud to be recognized for nursing excellence as a Magnet-designated organization, joining only 97 other organizations worldwide that have achieved this honor four times. The re-designation process happens every four years.

The IT Regional Operations Liaison Program Manager will oversee and manage regional IT operations, ensuring efficient and effective service delivery across multiple sites. This role involves attending leadership and management meetings to discuss regional operations concerns, developing strategies to improve regional relations, processes, and customer service, and ensuring compliance with policies for contractual agreements. The Program Manager will be responsible for identifying and addressing operational challenges, implementing best practices, and fostering a culture of continuous improvement within the IT department. Strong collaboration with cross-functional teams is required to develop and implement strategies for program improvement and operational efficiency. Additionally, the Program Manager will serve as a liaison between different departments and external partners to facilitate effective communication and collaboration, ensuring that all stakeholders are aligned and working towards common goals. The Program Manager will also be involved in obtaining appropriate licensing for regional application projects and leading collaboration and strategy for regional customer service opportunities. Furthermore, this position may evolve to include supervisory responsibilities in the future. Overall, the IT Regional Operations Liaison Program Manager plays a critical role in ensuring the smooth operation of regional IT services, driving improvements in customer service, and maintaining compliance with legal and regulatory requirements. This position offers an exciting opportunity to make a significant impact on the organization's IT regional operations and contribute to its long-term success.

Leadership and Strategy: Attend leadership and management meetings to discuss IT regional operations concerns and opportunities Develop and implement strategies to improve regional relations, processes, and customer service Partner with regional site leadership to identify and address challenges, escalate concerns, and develop solutions Collaborate with IT department personnel, managers, and leadership in tackling challenges, aiding problem-solving, and troubleshooting process-related concerns. Team up with cross-functional teams to develop and implement strategies for program improvement and operational efficiency Represent the regional IT team in organizational meetings, ensuring alignment with organizational goals and objectives. This may include ePMO Governance, ITLT/ITMT, and ServiceNow Support and Governance where IT Regional representation is needed to ensure quality customer service outcomes.

Liaison / Program Management: Establish and maintain positive relationships with regional partners, including regional leadership, CEOs, and their respective staff. Handle escalations, including projects. Develop effective communication and relationship-building strategies, including scheduled calls and visits with regional partner sites, connecting sites with appropriate teams for projects or requests, and assisting in ticket resolution and escalation Oversee IT regional invoicing, ensuring accuracy and timely processing Review the regional IT budget numbers and financials Evaluate and enhance processes and policies, ensuring ongoing development and improvement Address regional data requests and reporting needs Track and report on Demand/Project requests, communicating priority projects to ePMO and leadership for escalation Review regional requests to pinpoint areas that may benefit from standardization Develop and manage quotes and proposals for regional site projects, ensuring alignment with organizational goals and objectives Maintain knowledge of master and regional contracts, assist with contractual paperwork, ensure compliance with legal and regulatory requirements, and collaborate with the appropriate teams for new site setups and contract renewals Obtain appropriate subscription/licensing for regional application/software projects, coordinating with relevant stakeholders to ensure timely and accurate processing Follow policies for contractual agreements that require schedule agreements for regional facilities, including those under master agreements with third-party applications/vendors Escalate issues to the appropriate leader for quick resolutions, ensuring prompt and efficient problem-solving Stay informed about IT procedures and policies, including project management and resource allocation, and guide regional partners on the correct processes for requesting IT services Track and report on IT SLAs for the regional partners, including setting and monitoring performance metrics for regional IT operations, ensuring continuous improvement and accountability Identify areas for improvement in IT Customer Service processes and procedures within the region and collaborate with leadership to implement solutions Provide guidance and support to team members, fostering a collaborative and efficient work environment Support, Collaboration and Communication: Foster a culture of collaboration and continuous improvement within the regional IT team, regional partners, and their leadership teams Develop and maintain strong relationships with regional stakeholders, ensuring effective communication and collaboration Collaborate with other departments and teams to identify and implement best practices for regional IT customer service Communicate changes in processes and procedures to regional sites and ensure timely implementation. Provide support to existing sites and any new sites added, manage customer interactions, address challenges and opportunities, and collaborate with IT Department Managers/Leadership on ticket or project requests for the region. Advocate for Information Technology best practices throughout the region by leveraging technical expertise and skills to achieve optimal outcomes. Combine efforts with ePMO leadership, business analysts, and project managers on demands and projects related to regional initiatives to enhance communication across the region, involve regional site leadership, and promote exceptional customer service.

Education Minimum Bachelor's degree in Information Technology, Business Administration, science, math, or a related field. Preferred Master's degree in Information Technology, Business Administration, or a related field. Experience Minimum of 5 years of experience in IT operations, customer service, or program management. Experience with regional IT operations in a healthcare or similar environment, preferred. Strong knowledge of regional IT operations, including invoicing, budget preparation, and contract management. Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with stakeholders. Proven leadership and team management skills, with the ability to motivate and inspire others. Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues. Ability to work independently and manage multiple priorities in a fast-paced environment. Proficiency in Microsoft Office Suite and other relevant software applications. Knowledge of CRM systems and IT service management tools

Certifications and Licenses Project management certification (e.g., PMP, PRINCE2) preferred Must possess a valid Montana driver's license and have the ability to be insured on the organization's insurance policy

Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered. Employees that require a licensed or certification must be properly licensed/certified and the licensure/certification must be in good standing.

Billings Clinic is Montana's largest health system serving Montana, Wyoming and the western Dakotas. A not-for-profit organization led by a physician CEO, the health system is governed by a board of community members, nurses and physicians. Billings Clinic includes an integrated multi-specialty group practice, tertiary care hospital and trauma center, based in Billings, Montana. Learn more at

Billings Clinic is committed to being an inclusive and welcoming employer, that strives to be kind, safe, and courageous in all we do. As an equal opportunity employer, our policies and processes are designed to achieve fair and equitable treatment of all employees and job applicants. All employees and job applicants will be provided the same treatment in all aspects of the employment relationship, regardless of race, color, religion, sex, gender identity, sexual orientation, pregnancy, marital status, national origin, age, genetic information, military status, and/or disability. To ensure we provide an accessible candidate experience for prospective employees, please let us know if you need any accommodations during the recruitment process.