Sr Manager Service Delivery-DevOps and Database Admin

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.

Location: Remote 

Hours: Monday-Friday 8am-5pm 

At UnityPoint Health, you matter. We’re proud to be recognized as a Top Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.

Our competitive Total Rewards program offers benefits options focused on your needs and priorities, no matter what life stage you’re in. Here are just a few:    

• Expect 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. We even offer pet insurance for your four-legged family members.
• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.  

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.

Join our team of experts and make a difference with UnityPoint Health.

Leadership:

• Develops strategies and methodology to implement efficient and effective methods to furnish healthcare providers with accurate and timely information as it relates to the department. 
• Provides leadership to staff that encourages team members empowerment, decision making, and planning to ensure effective, efficient operations, optimizing performance and continually improving quality in a vastly changing health care environment.   
• Participates in establishing and preparing departmental plans, three-year roadmaps, goals, standards, procedures, and instructions, related to their area of responsibility which contribute to the effectiveness of the department in accordance with organizational goals.   
• Performs performance appraisals for team members within the department.  Creates an environment for team member growth, development, career planning, productivity and satisfaction by conducting team meetings and one-on-one meetings at least monthly with all direct reports.   
• Facilitates the planning and monitoring of quality improvement activities ensuring any necessary corrective action in the department.
• Develops and maintains policies, procedures and guidelines that are best practice for all department functions to support all UnityPoint and affiliates sites and locations. 

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, escalating concerns as needed.  
• Provides input on service consumption trends, evolving requirements, and quality improvement opportunities.  
• Participates in vendor reviews, operational meetings, and governance sessions, sharing updates with stakeholders.  
• Ensures timely identification and escalation of service issues, tracking commitments through resolution.  
• 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 to foster an environment of openness, trust, teamwork and staff development. 
• Establishes productivity guidelines, monitors and adjusts to achieve maximum productivity.  Assures that all job descriptions within the area of responsibility clarify and delineate position expectations.  Facilitates orientation, in-service, on-the-job training and continuing education programming to meet identified staff development needs.   
• Assures compliance with federal, state, and local laws or regulations.   
• Effectively prepares and complies with voluntary accreditation as accepted by the healthcare organizations we serve. 
• Recommends and schedules training plans for all direct reports.   
• Works jointly with project management for effective implementation of enterprise solutions.   
• Provides project reports to management as needed and promotes project management best practices.  
• Participates in the development of Full Time Equivalent (FTE) budgetary expenses, operational expense, and capital budgets.  Analyzes available financial data, investigates budget variances and initiates corrective action or justifies non-adherence.  Identifies data and trends to be used for future budget planning.  Prepares valid rationale and justification for budget request.  Applies current cost containment concepts. 
• Attends or appoints staff to attend user group meetings to communicate required changes and retrieve new information from vendors.  Coordinates training opportunities with other network partners to contain costs where possible. 
• Participates in contract negotiations and ensures compliance with contract terms. 
• Actively participates in operational improvement efforts related to standards and processes of the entire department. 
• Ensures availability, security, and performance by developing and utilizing standardized configuration management, service level management, testing methods, and system management methods. Leads service management activities so that Information Technology services are provided as per established service levels. Ensures SLA’s are completed for all high priority applications.  Monitors adherence to Service Level metrics and develops, executes and communicates service improvement plans to customers. 
• 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 as well as service management SLAs.   
• Provides oversight of departmental productivity, partnering with Service Delivery Managers to assure incoming requests are addressed timely and professionally.  

Education:

• Bachelor’s degree in Computer Science, Business, or Management Information Systems.  Equivalent education and work experience will be accepted only if previous experience applies to specific systems.

Experience:

• Five years of experience in systems support environment working with large-scale customer base. 
• Three years managerial experience in a customer service setting.