IT Manager I - Voice/Telephony Services Engineering

With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.

Detroit, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.&nbsp;<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />For Application Timeline &amp; Selection Process:&nbsp;<a href="" target="_blank" rel="noopener noreferrer">Click Here</a>. Learn more about your options as an external candidate. <a href="" target="_blank" title="BCBSM" rel="noopener noreferrer">Click here</a> to view open positions.

keywords: planning,oversee,goals,analysis,management,quality assurance,implementation,planning,performance,experience,technical,degree,deliver,communication,knowledge

Mid-level Manager

Competitive Total Compensation Package

Overview: <strong>Plan, organize, direct and control, and lead assigned functional area and ensure its alignment with business objectives. Operate within broad objectives to ensure optimum utilization of capital, staffing and equipment.&nbsp; Oversee the development of corporate standards, technology architecture, technology evaluation and transfer.</strong>
Responsibilities: <p><strong><u>CORPORATE&nbsp;REQUIREMENTS</u></strong></p> <ul> <li> <div>Manage the delivery of one or more IT service required supporting the IT strategy.&nbsp; Contribute to the development of an IT strategy.</div> </li> <li> <div>Provide clarity on objectives, scope and organizational change management.&nbsp; Provide input to business technology planning.&nbsp; Manage IT technology solutions to ensure successful fulfillment of end-user requirements, proper and accurate testing and sound implementation.&nbsp;Deliver solutions consistent within current context of overall architecture.&nbsp;Maintain and control budget, schedule and resources.&nbsp;Meet regularly with team to gather work statuses.</div> </li> <li> <div>Participate in an advisory board/governance committee (e.g., change management, architecture, data quality) to manage IT services demand.&nbsp; Provide input into demand management process and executes on plan.&nbsp; Ensure compliance with enterprise technology standards, governance processes, and performance metrics to ensure IT delivers value to the enterprise.&nbsp; Ensure adherence to policies, procedures, and standards.</div> </li> <li> <div>Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output. Measure service performance.&nbsp; Identify opportunities for process improvements and then implement. Support the user community in system and process matters/issues.&nbsp; Ensure efficient customer service to internal clients and external vendors.</div> </li> <li> <div>Forecast and manage technology costs by providing input into annual budget planning and provides for consolidation.&nbsp; Manage budget and take appropriate steps to stay within budget.</div> </li> <li> <div>Discuss work progress and obstacles. Provide advice, guidance, encouragement and constructive feedback.</div> </li> <li> <div>Ensure work, information, ideas, and technology flow freely across teams.&nbsp; Establish measurable individual and team objectives that are aligned with business and organizational goals.&nbsp;Document and present performance assessments.&nbsp; Recognize and reward associates commensurate with performance.&nbsp;&nbsp; Partner with direct reports to establish a career development plan that is aligned to achievement of performance and career goals.&nbsp; Implement organizational talent management processes, policies and procedures (e.g., staffing, EEO, diversity, performance management, career development, reward and recognition, and retention.)&nbsp; Provide input to the identification and development of potential future leaders.</div> </li> <li> <div>Identify the roles, skills and knowledge required to achieve organization goals.&nbsp;Forecast staffing requirements (e.g., headcount, skills).&nbsp; Ensure staff has the resources and skills needed to support all work initiatives.&nbsp;Participate in IT workforce deployment activities.</div> </li> <li> <div>Advocate the need for change. Act as a change agent to implement and manage best practices within area of responsibility.&nbsp; Execute change through frequent, communication to staff and clients about the change and the impact of the change (individual and business). Consistently advocates for the change.&nbsp; Coach staff through the change.&nbsp;Identify and remove obstacles to change.&nbsp;&nbsp;Generate appropriate communication, process and educational plans for mitigating the disruption of change.</div> </li> <li> <div>Approve vendor contracts within budget authority.&nbsp; Review vendor contracts for alignment with desired results.&nbsp; Provide advice to the vendor relationship decision-making and contract development processes. Identifies and confirms performance problems and notifies Contract Managers.</div> </li> <li> <div>Anticipate and analyze trends in technology while assessing the emerging technologies impacts.</div> </li> <li> <div>Plan, organize, direct and control, and lead assigned functional area and ensure its alignment with business objectives. Operate within broad objectives to ensure optimum utilization of capital, staffing and equipment.&nbsp; Oversee the development of corporate standards, technology architecture, technology evaluation and transfer.</div> </li> <li> <div>Other duties may be assigned.</div> </li> </ul>
Requirements: <p><strong>EDUCATION AND/OR EXPERIENCE</strong></p> <ul> <li>Bachelor's degree in related field required.</li> <li>Seven (7) years of relevant IT and business/industry work experience required.</li> <li>Experience in supervising and building relationships with people at all levels required.</li> </ul> <p>&nbsp;</p> <p><strong>OTHER SKILLS AND ABILITIES</strong></p> <ul> <li>Decision making, critical and strategic thinking skills ability to achieve or exceed planned outcomes.</li> <li>Must possess a combination of business, technical and leadership skills and competencies understanding of client's business needs, processes and functions</li> <li>Solid knowledge of IT infrastructure, architecture, application development and support, networks, and computer operations</li> <li>Written and verbal communication skills and the ability to influence others.</li> <li>Demonstrated ability to launch and deliver a single IT project on time and within budget.</li> <li>Ability to work with a variety of individuals and groups in a collaborative manner.</li> <li>Other related skills and/or abilities may be required to perform this job.</li> </ul> <br /><br /> <p><strong><u>DEPARTMENTAL REQUIREMENTS AND PREFERENCES</u></strong><strong>&nbsp;</strong></p> <ul> <li>&nbsp;7 Years of relevant leadership experience associated with enterprise telephony, conferencing, collaboration, and/or call center voice platforms.</li> <li>Infrastructure engineering and operational experience</li> <li>Experience with Microsoft Teams and Webex</li> <li>Cloud hosted voice solutions</li> <li>Video and audio conferencing and collaboration</li> <li>Cisco Unified Communications Manager knowledge</li> <li>Demonstrated experience leading/building successful teams and attracting/retaining talent within enterprise infrastructure organizations.</li> </ul>