[Hiring] Senior Manager Service Delivery-DevOps and Database Admin @UnityPoint Health

Role Description

We are seeking a Senior Manager DevOps & DBA to join our team! This role is responsible for the end-to-end delivery, performance, and continuous improvement of enterprise App/Dev, Dev/Ops, DBA, ETL, Data Warehouse and data move (SFTP) services. This leader will oversee a mix of outsourced/offshore model (managed service providers/MSP) and large retained inhouse team, ensuring consistent, high-quality support across all regions and business units. The role drives vendor performance against SLAs/OLAs, strengthens governance and process maturity (ITIL/ISO), and scales automation/self-service to improve customer experience, speed, and compliance.

The Senior Manager will provide management and leadership to the App/Dev, Dev/Ops, DBA, ETL, Data Warehouse and data move (SFTP) services teams by supporting the UnityPoint strategic direction to ensure the customers and patients of UnityPoint receive excellent customer service support for their IT support needs. Applicants can expect to collaborate with the UnityPoint Health Information Technology Management team members to ensure that our customer’s IT related needs are being met. This role requires working with all business units, subsidiaries and affiliates of UnityPoint Health, and serves as a key resource in evaluating policies and procedures of the Hosting and Data Services Support teams and recommending solutions to the Sr Director of Infrastructure that may arise.

Responsibilities

• Leadership:
  • Develops strategies and methodology to implement efficient and effective methods to furnish healthcare providers with accurate and timely information.
  • Provides leadership to staff that encourages team members empowerment, decision making, and planning.
  • Participates in establishing and preparing departmental plans, three-year roadmaps, goals, standards, procedures, and instructions.
  • Performs performance appraisals for team members within the department.
  • Facilitates the planning and monitoring of quality improvement activities.
  • Develops and maintains policies, procedures and guidelines that are best practice for all department functions.
• IT Managed Service Partner Governance & Oversight:
  • Supports the implementation of governance processes for MSP relationships, including SLAs, compliance, and escalation pathways.
  • Helps track MSP performance and contributes to ensuring alignment with organizational service quality and security standards.
  • Works alongside leadership to maintain strong partnerships for application services and outsourced functions.
  • Assists in coordinating efficient system support and issue resolution in line with established SLAs.
  • Participates in root cause analysis and improvement initiatives to enhance customer experience.
  • Supports oversight of MSP relationships, ensuring adherence to SLAs, KPIs, and contractual obligations.
  • Helps validate service delivery against Statements of Work and industry benchmarks.
  • Provides input on service consumption trends, evolving requirements, and quality improvement opportunities.
  • Participates in vendor reviews, operational meetings, and governance sessions.
  • Ensures timely identification and escalation of service issues.
  • Works with IT Service Providers and Service Delivery Managers to identify opportunities for innovation, efficiency, and cost optimization.
• Operational Management:
  • Establish effective mechanisms of communication with team members and the management team.
  • Establishes productivity guidelines, monitors and adjusts to achieve maximum productivity.
  • Assures compliance with federal, state, and local laws or regulations.
  • Effectively prepares and complies with voluntary accreditation.
  • Recommends and schedules training plans for all direct reports.
  • Works jointly with project management for effective implementation of enterprise solutions.
  • Participates in the development of Full Time Equivalent (FTE) budgetary expenses.
  • Attends or appoints staff to attend user group meetings.
  • Participates in contract negotiations and ensures compliance with contract terms.
  • Ensures availability, security, and performance by developing and utilizing standardized configuration management.
  • Prepares feasibility studies, cost benefit analyses, and other reports relating to existing and proposed system initiatives.
  • Directs the Service Delivery Management team to ensure the implementation of UPH’s application roadmap and budget.
  • Provides oversight of departmental productivity.

Qualifications

• Bachelor’s degree in Computer Science, Business, or Management Information Systems.
• Five years of experience in systems support environment working with large-scale customer base.
• Three years managerial experience in a customer service setting.

Benefits

• Paid time off, parental leave, 401K matching, and an employee recognition program.
• Dental, health and vision insurance, paid holidays, short and long-term disability, and more.
• Early access to earned wages with Daily Pay, tuition reimbursement, and adoption assistance.