University of Miami

Compensation

Full Description

Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet. The University of Miami Health System, "UHealth", IT Department has an exciting opportunity for a Full-Time Sr. Manager, IT Client Success to work in Miami. The Sr. IT Client Success Manager leads the strategic direction, governance, and continuous improvement of IT client support services across the UHealth enterprise. Oversees vendor relationships, service desk operations, and ITSM process maturity. Drives enterprise-level initiatives to enhance service delivery, user experience, and operational efficiency through data-driven decision-making and stakeholder engagement. Core Responsibilities: Serves as the strategic voice of the UHealth IT customer across all service delivery channels. Builds and maintains executive-level relationships with stakeholders and vendor partners. Leads the development and governance of ITSM processes and platforms, including ServiceNow. Oversees enterprise-wide service analytics, dashboards, and KPI frameworks. Provides strategic insights and recommendations based on service performance data. Manages vendor performance, ensuring SLA/OLA compliance and alignment with IT goals. Develops and enforces policies that optimize stakeholder and client experiences. Facilitates executive-level client forums and feedback sessions to inform service strategy. Owns the strategic relationship with the service desk vendor and internal support teams. Oversees the onboarding/offboarding experience to ensure consistency and satisfaction. Leads cross-functional initiatives to resolve systemic service issues and improve outcomes. Drives integration of third-party systems that enhance service delivery and scalability. Governs the VIP support program, including reporting and process optimization. Ensures compliance with University policies and promotes operational integrity across IT services. Adheres to University and unit-level policies and procedures and safeguards University assets. This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary. CORE QUALIFICATIONS Bachelor’s degree in relevant field Minimum 7 years of relevant experience Operational Management: Optimizes day-to-day operations and processes for efficiency and effectiveness. Organizational Development: Ability to implement strategies to improve organizational effectiveness, engagement, and manage change. Financial Oversight: Knowledge of financial operations and management. Team Leadership: Ability to create and maintain a cohesive and productive team environment, build positive working relationships and work collaboratively with others. Technical Proficiency: Skilled in using office software, technology, and relevant computer applications. Communication: Strong verbal and written communication skills to convey ideas clearly and persuasively. The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more. UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for. The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information. Job Status: Full time Employee Type: Staff Pay Grade: H15 The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. Transforming lives With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe. The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.