• MS Director Managed Services Client Delivery

    Job Locations US-NY-New Hyde Park | US-NJ-Edison | US-PA-Pittsburgh
    Requisition ID
    Posted Date
    2 months ago(10/12/2018 4:18 PM)
    Client Service/Support
  • Overview



    Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.


    Allscripts is committed to building a collaborative relationship with our clients, helping them solve their IT staffing and application needs. Our Managed IT Services help clients maximize the power of their IT investments through delivering modular, cost-effective services that empower our clients to focus on their strategic goals and deliver better patient care


    The primary purpose of this role is to own the client relationships  resulting in one voice to the customer throughout Managed Services. Responsible for enhancing client relationship through identifying innovative technology solutions that will bring long term value and success to our Clients. Interfaces with the executive teams within clients and Allscripts to ensure strategic alignment, identify potential joint business opportunities and achieve ultimate client success and retention.    




    Develop and Grow the Client Relationship

    • Develop and maintain strong relationships as the main point of contact for the client
    • Shape and drive enhanced value for clients
    • Provide single point of contact for the client account leadership and generate new opportunities  
    • Partner with internal Client Delivery team to meet client desired outcomes
    • Accountable for overall client satisfaction  
    • Set client expectations in conjunction with the client account leadership team and manage the expectations
    • Deliver account reviews with the client account leadership team pertaining to Allscripts value added initiatives

    • Partner with client to drive direction of day-to-day operational processes, decisions and activities
    • Install and maintain a management process that aligns the entire account with company strategy and annual operating plan goals
    • Establish a culture of continuous improvement by applying lean management principles and business process optimization to our enterprise
    • Set long term, annual, and -execution priorities while ensuring an extraordinary level of client service
    • Engage and motivate the management team to consistently perform to a high standard by building a high-performance culture

    Strategic Positioning and Growth

    • Leverage industry expertise to influence client managed services strategies
    • Participate in client account planning and forecasting activities
    • Partner with client to identify trategic business development opportunities


    Key Behaviors and Attributes

    • Build trust-based relationship/client-centric  
    • Focus on team building & collaboration


    Lead and develop Account Delivery Team

    • Lead Delivery Team across organization, support functions and Allscripts Outcomes Executive


    Manage the operational and financial performance of the account

    • Sponsor client transformation programs and activities to meet service measures and cost savings, if applicable
    • Achieve contract controllable income targets using the most appropriate principles, levers and tools
    • Strategic oversight of the Master Service Agreement including driving new business through change orders and review of service level agreements, and acting as a delivery escalation point around client priorities and issues
    • Manage service quality and recovery plans
    • Responsible for overall financial plan for the account and annual Operations account plan


    4-5 Direct Reports




    Academic and Professional Qualifications:

    •  BA or BS Degree and relevant practical and managerial experience in assigned area



    •  10+ years industry experience preferred
    •  10+ years experience in information technology management preferred
    •  Institution     


    Travel Requirements:

    •  May require local travel
    •  May require other travel for business needs


    Working Arrangements:

    • May require on call after hours support
    • Work is performed in a standard office environment with minimal exposure to health or safety hazards



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