Position Description 

The Sr. Manager, Regional IT Operations - Texas works as a liaison between McKesson Technology and the US Oncology Practice (IT, management, and staff) to provide support, solutions, and resources for the practices in the US Oncology Network. This role is key to the success of our organization by helping support the technological needs of the business to ensure that our physicians can provide the highest level of patient care. 

This is a work from home position preferably located in a Texas metro area (DFW, Austin, Houston, San Antonio) 

Travel to practice sites is required (25%). When not traveling this person will primarily be working from home in a suitable office space supporting multiple monitors, a laptop and docking station. 

Valid US Driver's license required. 

Key Responsibilities 

• Serve as the primary escalation point for any IT-related concerns, problems, opportunities, or issues specific to oncology practices, ensuring prompt and effective resolution. 

• Manage and provide both remote and on-site assistance, as necessary, with daily IT operations duties at Oncology Practice locations. 

• Facilitate effective communication and collaboration with the US Oncology Service Desk to foster cross-team cooperation and knowledge sharing, enabling the timely resolution of day-to-day incidents, service requests from practices, and efficient change management processes. 

• Deliver consistent status updates to the Regional Senior Vice President of IT, ensuring clear and transparent communications regarding the health of site operations and progress of initiatives and projects. 

• Delivers regular reviews of IT services and technical operational roadmaps with each assigned Practice and broader Customer Success IT Operations team.

• Responsibility for the development and implementation of IT operational strategies to manage the delivery of IT services to US Oncology practices in your designated region. 

• Utilizes data and analytics to understand customer issues, identify actionable insights, trends to devise optimal support and engagement model for Customer Success Operations team and business technology leadership. 

• Identify opportunities to optimize operations, streamline processes, and drive digital transformation through automation, with the goal of delivering a customer-centric experience that prioritizes the needs and preferences of users. 

• Understand US Oncology’s technology strategy and digital application portfolio and identify opportunities to improve practice & patient experience through technology modernization. 

• Drive cross-functional strategic initiatives and projects at your practices, whether it be providing light project management and/or serving as a team representative. 

• Collaborate with senior leaders to achieve shared business outcomes supporting practice operations and patient care services. 

• Conduct regular check-in meetings weekly or biweekly, depending on the practice's size, with the local IT staff of each assigned practice. These meetings will serve as a platform to identify and address issues and proactively manage escalations to ensure efficient resolution. 

• Collaborate with Oncology practice leadership to develop appropriate budgets for each fiscal year, considering capital and operational costs, while exercising cost-consciousness in decision-making and resource allocation 

Minimum Requirements 

Typically requires 5+ years of professional experience in an information technology discipline or cross-breadth exposure to many disciplines. 

Critical Skills 

• 5+ years of customer service and IT operations experience, with at least 5 years of healthcare industry experience, preferably in physician practice and/or oncology, patient care services 

• Demonstrates solid understanding of healthcare clinical settings or retail front door. 

• Ability to build strong relationships and successfully motivate and inspire cross-functional teams. 

• Strong technical acumen and deep comprehension of relevant principles, methodologies, and technologies. 

• Proficient in leveraging business analytics to drive data-driven decision-making and deliver actionable insights 

• Experience utilizing PowerBI, Smartsheet, Excel, Microsoft forms, etc. to analyze data to identify trends and optimize the environment 

Additional Knowledge/Skills 

• Excellent communication and presentation skills and ability to confidently communicate with customers, partners, and senior executive leadership. 

• Experience in customer success and client health scoring. 

• Demonstrate expertise in effectively managing and facilitating organizational change. 

• Business Analytical skills in automations and analytics tools.