Job: Relationship Manager/Strategic Partner in Northern California

Kaiser Permanente is hiring a Relationship Manager in a northern California location. With the name, National Operations, you can assume that our focus is huge, not to mention 7X24, and you'd be right. In a nutshell, National Operations (NOPS) is a group of 1800-plus people who provide day-to-day monitoring and support to Kaiser Permanente's medical groups, business partners and millions of members. Our infrastructure consists of 6,000-plus servers in numerous platforms running over 2,500 applications servicing more than 130,000 users located in more than 400 medical offices, hospitals and administrative facilities. We make about 2,300 changes a month to our applications, systems and networks, so meeting commitments is a big piece of the challenge. And with so many disparate applications, platforms and code differentials, we're always striving to reduce the complexity of our environment through systems management and automation. As in the practice of medicine, our data centers at Kaiser Permanente are a continuous operation that never stops.

As the Relationship Manager/Strategic Partner within the Service Management department you will act as the single point of contact (Liaison) between National Operations and the Health Plan and Care Delivery Business Area Partners. Responsibilities include improving mission critical operational integrity by: negotiating service level agreements, ensuring that all levels of service and resources committed are provided to the business constituency in a consistent and quality manner assisting in the resolution of issues surrounding services, processes, and identification of resources, proactively managing service issues identified and/or escalated through ongoing tracking and trending utilizing metrics data, requirements review, metrics analysis and trending, and application availability reporting.

The ideal candidate will have strong influential communication skills, excellent analytical problem solving abilities, and a strong understanding of business process methodologies and change management principles. 10+ years of IT experience with an understanding of end-to-end application delivery in a multi-platform IT environment is desired. Familiarity with problem management tools, PowerPoint, Visio, Excel, Access and Business Objects is required. MBA a plus. This position will be located in Northern California.

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