| Job Number: | 2550870 |
| Business: | GE Healthcare |
| Business Segment: | Healthcare IT |
| About Us: | GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry. GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. |
| Posted Position Title: | Senior IT Business Relationship Manager, Healthcare |
| Career Level: | Experienced |
| Function: | Services |
| Function Segment: | Operations |
| Location: | United States |
| U.S. State, China or Canada Provinces: | Texas |
| City: | |
| Postal Code: | 02116-5749 |
| Relocation Assistance: | No |
| Role Summary/Purpose: | The Sr Business Relationship Manager (BRM) has Director level IT experience and understands application infrastructure, implementations, product management within a software support infrastructure. Advocates for the support needs of the customer; establishes and maintains support relationships; mentors/coaches managers in BRM skills; articulates the value of GE HCIT’s Customer Center services; keeps customer needs and GE services in alignment; sets support expectations internal and external. |
| Essential Responsibilities: | - The Senior Business Relationship Manager (SBRM) will strategize with customers on IT infrastructure and provide customer support of their portfolio and maintain IT support strategy. - Define and establish customer support requirements and apply a well-developed understanding of complex infrastructure and applications. - Leads, understands and advocates for the product support needs of the customer; establishes and maintains a large number of support relationships; trains, mentors and coaches support managers in business relationship management skills; articulates the value of GE HCIT’s Customer Center services; keeps customer needs and GE services in alignment as environments change over time; sets appropriate support strategy and expectations in GE and customer organizations. - Manage a large number (50 to 100) of high profile customer issues in a hands-on manner effectively through incident managers, escalation managers, problem managers, proactive champions, support architects, support supervisors, support managers, senior support managers and backup BRMs. - Develop and maintain a current sense of satisfaction and dissatisfaction with support capabilities by the Customers and Zone and take prompt appropriate actions for assigned responsibility area - Proactively establish and maintain large number of customer support relationships within the context of HCIT strategy for the customers, ensure all tactical actions are within the established context - Cultivate a high level of KLAS customer satisfaction and achieve established targets - Serve as a “trusted advisor” and key Customer Center contact point for customer and/or internal HCIT stakeholders and HCIT leaders at all levels of the organization. Interacting at the COE levels to collaborate on support issues and strategy. - Ensure that GE understands the customers’ perspective of support service and is able to connect those priorities with support improvements and the allocation of support resources - Facilitate connections, surface and shape demand while increasing knowledge within the customer regarding GE’s support services/products - Serve as customer support advocate, engaging and facilitating any GE teams necessary to foster a healthy HCIT customer support relationship - Partner with support management to facilitate customer escalations through issue ownership and coordination - Understand & implement strategies, tactics and activities to retain existing business and create new business through appropriate Zonal & HCIT leadership contacts - Understand customer environments and industry/tech trends to facilitate convergence between the Customer Center and customer needs - Define and establish customer requirements for new or changed technical needs, applying a well-developed understanding of complex infrastructure, applications, and business IT solutions & issues within the context of the ITIL framework for IT Service Management - At regular intervals, document, create and publish relevant customer reports to key internal stake holders - Lead or participate in training that ensures customers are adequately educated on appropriate Customer Center process/procedures - Trains, mentors and coaches all support and senior support managers through ongoing and hands-on coaching for business relationship management |
| Qualifications/Requirements: | B.S. or B.A degree in Management Information Systems, Finance, Management, Marketing, Business Administration, Engineering (any field) or equivalent professional experience - 5+ years’ executive-level, C-suite and other management levels external IT customer escalation management experience - 10+ years’ experience of senior IT management level with understanding of IT support, professional services, engineering and product management - Demonstrated professional level abilities in driving culture change, process management including metrics and effective tool usage and evangelizing product technologies and related application capabilities - Minimum 7 years of experience in senior project management or support roles for IT solutions in external customer-facing environments requiring complex relationship management and diagnosing complex support and service issues - Experienced in complex business process, applications, infrastructure, and their use in IT solutions - Knowledge of the ITIL framework for IT Service Management - Individuals in this role must be able to communicate clearly, negotiate, listen, mitigate conflict, build alliances and achieve desired results using strong interpersonal and diplomacy skills. Ability to work closely with others on intangible issues across organizational and business-entity boundaries. - Demonstrated ability to lead and influence within a large, complex organization. - Demonstrated ability to identify root causes of problems, generate and evaluate creative solutions, implement fact-based resolutions quickly and effectively - Executive level presentation skills - Ability to build connections and establish credibility quickly with key stakeholders internally and externally - Able and willing to travel up to 50% |
| Additional Eligibility Qualifications: | GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen. |
| Desired Characteristics: | MBA
- Prior experience in the healthcare space and an understanding of the industry is preferred - Proven ability to thrive in a heavy matrix environment - Minimum 10+ yrs of experience with high-demand high-complexity support relationship management and escalations working at the executive level - Attention to detail, strong desire to achieve results and ability to work in a 24X7X365 work culture - Experience working with GE HCIT products and Enterprise products with a strong understanding of the product technologies, architecture their use and related business processes - Experience in working with third-party product and support organizations - Proven ability to champion new ideas across organization boundaries, with strong execution skills and proven ability to translate ideas into actions - Strong process orientation, problem solving & troubleshooting skills, and a firm commitment to quality |
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Senior IT Business Relationship Manager, Healthcare Job (TX, United States)
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