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Site Manager - MedStar Montgomery Medical Center

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Date: Feb 25, 2021

Location: Columbia, MD, US

Company: NTT DATA Services

Req ID: 109158 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Site Manager - MedStar Montgomery Medical Center to join our team in Columbia, Maryland (US-MD), United States (US).

Summary of Site Manager (Delivery Manager) duties:

  • The Site Manager role is responsible for NTT DATA delivery of services at designated client sites in the Baltimore, Maryland and/or Washington DC area.
  • Support the account Client Delivery Executive (CDE) across all in-scope service lines, leveraging NTT DATA best practices and helping deliver value to the customer.
  • Assist the CDE with technical activities required for delivery of services, ensuring the technical solution meets SLA and contract specifications.
  • Assist the CDE with NTT DATA day-to-day operations and execute delivery transformation activities, serving as the designated Point of Contact (PoC) and Escalation Contact.
  • Assist the CDE with weekly status updates and metrics inputs for delivery of services (including projects) at designated client sites.
  • Improve NTT DATA delivery productivity, innovation/automation, tools usage, and reduce rework and repeatable incidents for the designated client sites.
  • As the PoC for designated client site, the NTT DATA Site Manager is responsible for customer NPS (Net Promoter Score) improvements and overall client satisfaction ratings.


Job Responsibilities of the Site Manager: 

  • Provide the customer with a single point of accountability for NTT DATA across all lines of defined business.
  • Serve as the daily user interface for specified client sites, coordinating as needed NTT DATA delivery teams with the customer to successfully meet service requirements.
  • Ensure applicable customer specific policies and procedures are documented, available to and applied by the NTT DATA delivery teams.
  • Proactively engage as the PoC on high profile customer Incidents and critical situations.
  • Ensure the Problem RCA correction plan resolves the associated technical defect as per process commitments.
  • Confirm communication updates (internal/external) are executed throughout the escalation process as per NTT DATA requirements.
  • Proactively direct NTT DATA delivery teams to identify and resolve issues before they affect the customer's environment, thereby reducing outages impact on clinical services and patient care.
  • As directed by the CDE, develop and present status updates to NTT DATA management and customer leadership.
  • Achieve the ‘voice of the customer’ targets as defined through the delivery of the above responsibilities.


Qualifications for the Site Manager role:

  • The Site Manager position requires a bachelor’s degree in Computer Engineering, Engineering, Computer Science, Information Technology, or related field of study plus 5+ years of experience in the job offered.
  • Requires demonstrated experience with the Information Technology industry including:
    • 5+ years experience in relevant Healthcare and Provider industry experience.
    • 5+ years experience in IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles.
    • 5+ years experience in End-to-end management of lifecycle projects using project management standards.
    • Experience supporting transition and transformation projects involving large, distributed user bases.
    • Experience managing a highly leveraged service environment.
    • 3+ years experience and expertise using ServiceNow (SOM) ITSM tool.
    • Strong knowledge of and experience applying an ITIL Service Framework and implementation.
    • Ability and willingness to travel to various client sites throughout the Maryland and/or Washington DC areas as directed.
    • Excellent written and oral communications skills.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.








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