Clinical Health Network for Transformation (CHN)
Management
ManagerofCustomerITServices
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager of Customer IT Services at Clinical Health Network for Transformation (CHN). Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics. Provide management support for designated customer. Deliver full spectrum of IT services”
What You'll Achieve.
Improve efficiency within the customer environment and across CHN; Ensure near-time understanding of customer’s business needs; Drive service alignment and optimization; Help ensure client satisfaction; Improve service delivery; Demonstrate evidence of performance improvement; Improve customer experience; Drive efficiency and excellence in service desk operations
Industry & Context.
Excellent problem-solving skills; Assess the criticality of problems; Diagnose root causes
Hybrid position, Optimize travel to sites, Available to travel when required, Moderate travel to designated affiliate locations, Willingness to travel, Compliance with all CHN travel policies, Safety guidelines while operating a personal vehicle, On-call schedule, War room expectations, Postmortem analysis
What They're Looking For.
Must Have
Bachelor's degree in Computer Science, a related field, or equivalent experience, Minimum of 5 years of experience of progressive responsibility in an Information Technology setting, Experience in financial modeling and budgeting, Broad technical experience commensurate with a hands-on technical expertise, stepping through the ranks to management and leadership, Ability to build relationships with stakeholders, including staff and external partners, Prior experience working as a Service Desk support specialist, Professional written and verbal communications skills, Proven ability to assess the criticality of problems and prioritize based on importance and urgency, Ability to lead in the event of emergencies, Demonstrated experience with remote troubleshooting in a multi-state/multi-location environment, Ability to maintain high workload throughput, Extensive experience with an enterprise-level ticketing system, Ability to work independently and with professional discretion, Excellent problem-solving skills, Moderate travel to designated affiliate locations, Demonstrated dedication to Planned Parenthood’s mission, vision, and values, Willingness to travel in accordance with the needs of the position., Compliance with all CHN travel policies, including safety guidelines while operating a personal vehicle
Nice to Have
Relevant Microsoft certifications, CompTIA, and ITIL certification, Proven experience partnering with internal and external stakeholders to develop near‑term and forward‑looking technology recommendations that improve operational efficiency and customer satisfaction, Healthcare IT experience supporting clinical, administrative, or multi‑site healthcare operations, with an understanding of regulated environments and mission‑driven service delivery
What You'll Do.
Provide management support for designated customer
Deliver full spectrum of IT services
hands-on technical support
Liaise with CHN IT team
Partner with leadership
Serve as liaison with key vendors
Monitor and evaluate vendor performance
Champion redesign and operationalization of workflows
Oversee customer’s IT project portfolio
Consult on new initiatives
Provide direction to assigned resources
Optimize travel to sites
Optimize financial performance of customer
Develop and maintain application portfolio
Champion CHN architecture
Lead customer technology projects
Remain current on relevant technologies
Participate in optimization workgroups
Attend internal CHN and customer meetings
Manage/co-manage customer resources
Manage technology inventory program
Delegate tasks to service desk employees
Create standard procedures
Provide technical support for critical issues
Provide technical evaluation and recommendations for physical security systems
Set protocol for critical IT issues
Establish routine KPI reports
Create protocol to share KPI reports
Use quantitative and qualitative data to assess trends
Diagnose root causes to improve service delivery
Demonstrate evidence of performance improvement
Support identity and access management activities
Support EHR-related activities
Support Security Risk Assessment remediation
Coordinate follow-up actions
Practice exemplary customer service skills
Provide staff coaching and feedback
Create and promote culture of continuous improvement
Demonstrate commitment to CHN and Planned Parenthood’s mission
Ensure compliance with CHN policies
Provide positive and development feedback
How You'll Work.
Team & Collaboration
Cross-functional coordination; Liaise with members of the CHN IT team; Partner with leadership at CHN and client; Partner with CHN Customer Success team; Serve as liaison with key vendors; Partner with CHN management; Coordinate with CHN’s Project Manager; Work closely with the Senior Director of Customer IT Services; Collaborate with CHN and Affiliate leadership; Partner with CHN IT leadership; Coordinate follow-up actions with CHN IT teams
Communication Scope
Professional written and verbal communications skills; Communication strategy; Share KPI reports with stakeholders; Communicate clearly and directly; Hear and act on feedback
Process & Methodology
Oversee customer’s broader IT project portfolio, Provide input on new initiatives, Guide customer’s IT project portfolio, Set priorities, Make sound decisions, Consult on new initiatives, Ensure work remains aligned with customer expectations
Full Job Description
## Description The vision of Clinical Health Network for Transformation (CHN) is to support the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States. CHN is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health equity in our organization. The Manager of Customer Information Technology (IT) Services is responsible for management support of a designated customer within the context and framework of standardized services provided by Clinical Health Network (CHN). Under the guidance of the CHN Senior Director of Customer IT Services, this position will be responsible for delivering a full spectrum of IT services to their customer(s), with a focus on customer satisfaction and operational efficiency. The Manager of Customer IT Services will provide direct, hands-on technical support and liaise with members of the CHN IT team to advocate for the individual needs of their customers. This role will partner with leadership, at both CHN and their client, and the CHN Customer Success team to ensure a near-time understanding of their customer’s business needs. The Manager of Customer IT Services will serve as a liaison with key vendors, supporting the enforcement of IT standards across vendor ecosystems. This role will monitor and evaluate the performance of key vendors and CHN services against established expectations, partnering with CHN management and the Senior Director to drive service alignment and optimization, and help ensure strong client satisfaction. The Manager of Customer IT Services must be process- and data-driven, championing the redesign and operationalization of workflows that improve efficiency both within the customer environment and across CHN. In this role, they will oversee the customer’s broader
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