Director - Epic Application Management

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The Role

The Director of Operations, Managed Services directs, coordinates and oversees operations between Nordic’s Managed Services team, and other internal departments, as well as aids the Leadership of Managed Services in ensuring collaboration across functions. This person will act as the primary Managed Services point of contact for Nordic’s shared services teams and will ensure that key projects are prioritized and completed, innovative tools and methodologies are developed, and internal processes for operational success are developed and monitored. This role also serves as a member of the Managed Services leadership team.

Key Responsibilities

The Director of Operations, Managed Services will have the following key responsibilities, which include but are not limited to: 

Leadership and Management

• Providing leadership to a team by setting priorities, managing expectations, managing daily work, providing feedback and coaching, discussing performance, etc. 
• Completing regular team member check-ins, providing recommendations and best practices, and identifying potential concerns 

• Providing leadership by aligning priorities and work efforts of team members to produce efficient and quality outcomes for clients and team members while maintaining the best interests of Nordic 
• Developing the skills of the Managed Services Operations team through coaching and 1:1 sessions to review personal and team performance 
• Managing team output against operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities 
• Mentoring team members throughout Nordic in both formal and informal capacities to grow and teach next generation leaders 

Managed Services Operations

• Acting as the business unit champion for Managed Services in project work, initiatives, and matters that span across Nordic’s other business units and shared services teams (IT, PMO, HR, Finance, etc.) 
• Enabling communication and collaboration between all Nordic departments and Managed Services departments 
• Acting as the primary contact for Managed Services operations and serving as a subject matter expert for PMO projects and Nordic initiatives and, ultimately, ensuring all projects are executed successfully 
• Identifying, planning, prioritizing and executing initiatives that align to business unit goals as part of the Managed Services leadership team 
• Directly overseeing operations and key initiatives within the Managed Services team and with other business units  

• Developing innovative tools and processes for Managed Services, focusing on operational efficiency, quality and continuous improvement to provide value and enable successful client, team member and operational outcomes 
• Working with the Finance team to maintain accurate and comprehensive financial reporting tools, including P&L, as a member of the Managed Services leadership team 
• Providing guidance and direction to IT to develop and maintain service level agreements, business unit reports and operations infrastructure for the managed services team 
• Participating in the development and adoption of standards, policies, and best practices  
• Working on projects that may be assigned on an ad hoc basis and may assist other corporate initiatives as necessary

Skills and Experience

• Bachelor’s degree or equivalent experience 
• 3 years practical business experience working directly with shared services departments in an organization required 
• Experience working in IT services preferred 
• Knowledge of ITIL roles and processes preferred 

• Experience with ticketing systems and change management preferred 
• Strong business acumen and understanding of business operations preferred 
• Continuous process improvement experience required. Lean and Six Sigma experience preferred. 
• Solid analytical skills with the ability to use data to drive decision making processes and improve outcomes 
• Proven ability to work effectively with all levels of an organization, as well as with diverse candidates, consultants, and client bases 

• Ability to adapt quickly to changes in the work environment and to alter approach or method to successfully lead change; reacting well under pressure  
• Strong attention to detail as well as ability to adapt and manage multiple priorities while meeting deadlines 
• Must demonstrate and embody Nordic’s maxims 
• Excellent communication skills, written and verbal 
• Must be able to work independently as well as within a team environment 

• Proficient with Microsoft Office products and other collaboration tools, including virtual meeting and cloud technologies 

Additional Details

• Travel up to 10% of the time  

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.