ED, Market Client Relationship Mgt and Technology Ops

The Executive Director, Care Delivery Technology Services, Market Client Relationship Management & Technology Operations leader is the primary point of engagement for IT product portfolios in support our regional business partners,  is responsible for establishing a trusted partnership with H/HP and PMG market leaders and is the accountable leader for ensuring that the technology platforms, product and services are effectively supporting the market operations, including the leadership for driving accountability across IT organizations  to address technology related issues and incidents that impact critical clinical operations. This position reports to the Vice President, Care Delivery Technology Services (CDTS) Market IT Business Information Officer (BIO) and will help to ensure that the KPIT and CDTS delivers solutions that provide business value and is aligned to national and market strategic priorities with a focus on enterprise standardization. This position is accountable for understanding, promoting, and supporting the enterprise and business partners strategic direction and priorities, and enable alignment between enterprise and market priorities and vice-versa.  This role is expected to operate as a strategic partner with members of the market leadership team on all issues (not restricted to the area of IT). In addition, this position is expected to provide input into IT strategic issues and be a thought leader by appropriately influencing enterprise solutions. This position is responsible for partnering with enterprise IT portfolio leaders for the delivery of technology solutions across Care Delivery Technology Services, Health Plan Operations, Chief Technology Office and Technology Risk Office. This position leads and directly manages the market Area Information Officers (AIOs) and is accountable to ensure the AIOs provide the strategic and operational needs for the local service areas / medical centers while staying aligned with market and enterprise strategies.  In this role, the incumbent leads a team of leaders who are accountable for being the customer facing and engagement arm of KPIT for the service area leadership team.  This position ensures that the delivery of IT products and services are provided consistently across all service areas and meets or exceeds customer expectations. Other areas of accountability maybe assigned as defined by market needs.

This position will:

• Partner with market H/HP, Medical Foundation and PMG business partners to understand and opine on business strategies and priorities, helps determine day-to-day and long-term investment needs and selects solutions that deliver the greatest value to the business.


• Be accountable for managing and prioritizing business and care systems enhancement requests with local and national investment initiatives and negotiating IT impacts with market’s Business & Medical Foundation and PMG Partners based on changing business priorities and requirements. 


• Be responsible for the development and maintenance of the market in concert with key stakeholders. Collectively, this role is accountable for the integration of the market EIPs with the national portfolios strategies to create the enterprise EIP.


• Work closely with the business and medical partner groups to ensure they understand their major technology needs, priorities, and initiatives.  This includes aligning IT with the strategic business direction, translating the priorities into business solutions, and implementing the solutions that deliver the greatest business value add.


• This position is also accountable for managing business and care systems enhancement requests and negotiating IT impacts with all solution teams based on changing business and care priorities and requirements.  This also includes monitoring all major activities that involve market IT and enterprise IT functional groups.


• Finally, the individual will work with and participate as a key member of the market business leadership team. 


• Negotiate performance expectations, prioritize commitments with the market and medical partners (on behalf of all of IT), assume accountability for achieving these expectations, and facilitate resolution of issues that influence performance.


• The individual also monitors work request progress throughout the development lifecycle and takes action to ensure successful delivery.


• Be accountable for all onsite care delivery technology and supporting any outages


• Be a key member of the market command center in the event of a crises – responsible for 24x7 operations.

This position works with Market and Service Area leadership to understand business strategies and priorities and supporting partnership with Enterprise IT to develop enterprise technology solutions that delivers the greatest business value. 

• Partners with Regional Hospital and Ambulatory executive leadership to implement business strategies, while representing IT interests


• Engages regional lines of business providing input into their IT and operational strategies, where proactively seeks to understand business requirements, expectations, and desired business metrics impacted by technology 


• Manages the market Area Information Officers (AIOs), who are based at the service areas and are an integral part of the local Medical Center leadership team 


• Partner closely with Enterprise Client Support (ECS), Network Services, Facility Strategic Solutions and Clinical Technology 


• Monitor all channels of communication to ensure their effectiveness and to be aware of all major activities and issues that involve IT systems for the market.


• Support the operating plan for the market focused on Membership Growth, Member Experience, Affordability, Member Services, Quality and Culture.  Each market operating plan has detailed initiatives to achieve the outcome metrics identified.  Technology will be critical in many areas of the plan. 


• Direct the IT operations and future planning for the market of Kaiser Permanente.


• Play a key role in ensuring the success of market’s business strategy of which IT is a large and critical part of the growth strategy.
  Direct the management of all IT functional areas within the market and acts as the IT champion for services delivered by other KPIT teams. 


• Negotiate the delivery of IT products and services with the market’s Business and Medical Foundation and PMG Partners and assumes accountability for achieving those commitments.


• Take accountability or the entire market IT budget, including Customer Relationship Management and Technical Operations, local and enterprise investments, and market allocation.


• Facilitate resolution of issues that impact performance. 


• Consult with the business/medical partners on clear definition of business problems, idea assessments, solution identification and alternatives, solution shaping, and funding estimates to ensure a successful and productive relationship with the market business/medical partner.


• Manage overall executive relationship management between the business/medical partner and corporate IT, broadly driving and maximizing technology.


• Plan, manage, and monitor all business/medical partner work requests, in concert with the Product teams; create, prioritize, negotiate deliverable commitments, and resolve issues in ways that are mutually satisfactory to the enterprise, business/medical partners and enterprise IT organization.


• Develop a high-performance leadership team by providing motivation, leadership, and professional development of the technical staff.


• Ensure continuous process improvement in business/medical partner working relationships and in managing all three solution portfolio’s work requirements within and among IT departments.