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Digital Relationship Manager
Overview
Are you experienced in developing and managing relationships with customer organizations to deliver and enhance digital systems, services, and technology solutions in a shared services environment? Shared Health (sharedhealthmb.ca) has an opportunity for up to five Digital Relationship Managers to work at and with the following Service Delivery Organizations (SDOs) and their partner organizations within the Manitoba health system:
CancerCare Manitoba (CCMB)
Interlake Eastern Regional Health Authority (IERHA)
Northern Health Region (NHR)
Prairie Mountain Health (PMH)
Shared Health
Southern Health – Santé Sud (SH-SS)
Winnipeg Regional Health Authority (WRHA)
The Digital Relationship Manager will act as Digital Shared Services main point of contact and strategic partner for the customer to help ensure an understanding of the SDO’s environment and needs, as well as allowing the SDOs to work more closely and collaboratively with DSS as trusted partners to achieve better health outcomes for the citizens of Manitoba.
The position will be located within an SDO’s catchment area. The work requires regular visits to client sites throughout Manitoba and a flexible approach to working from home and in the office to meet client expectations and deliver on or exceed customer service commitments.
Qualifications
Experience
5 years of work experience in a similar business relationship management role in an organization with complex governance models to apply strategic intentions to tactical issues and support human change management efforts, ideally in the digital field in a health services organization and/or in the health services system in Manitoba
Experience working as a business relationship manager, solution/business or data analyst, with project management approaches and methodologies, with IT Service Management (ITSM), clinical systems, and/or Enterprise Resource Planning (ERP) systems are assets
Education (Degree/Diploma/Certificate)
A post-secondary degree in a relevant business, technology, or health related field from an accredited education institution. An equivalent combination of education and experience may be considered
Project Management certifications (e.g. PMP or equivalent) and IT Services Management Certifications would be an asset (e.g. ITIL 4: Foundation, and/or Direct, Plan and Improve and/or Digital and IT Strategy) would be assets
Qualifications and Skills
As a Digital Relationship Manager, you will be customer service-focused and will foster strong relationships between the SDOs and Digital Shared Services by understanding SDO needs and supporting the strategic alignment of Digital Shared Services to enhance health-care services for Manitobans. The ideal candidate will live in the SDO catchment area, have exemplary communication and interpersonal skills, and have demonstrated experience in:
Collaborating with senior leaders across the Manitoba health system
Developing and managing business relationships with customers in a Digital/Healthcare environment
Maintaining and improving on customer service/experience leveraging customer feedback and Key Performance Indicator (KPI) reporting
Expertly navigating customer escalations
Participating and facilitating strategic planning activities