Information Technology-Unified Communications

elariaà; California (MO); On-site; USD 120,000 - 160,000; Full time

Job summary

elariaà is seeking a Senior Manager for Unified Communications to architect and lead UC/Collaboration initiatives, including Cisco TelePresence and WebEx. You will oversee a team of 5–10 staff, drive long‑term UC roadmaps, and coordinate with IT leadership to ensure reliable, high‑performing communication services in a hospital and clinical environment.

The role requires a deep understanding of UC technologies, ITIL/ITSM familiarity, and strong vendor management.

Qualifications

• Bachelor's degree or equivalent work experience.
• Ten (10) years of progressively increasing infrastructure and client service delivery responsibility.
• CCNP Voice or CCIE and specialty certifications preferred, but equivalent experience acceptable.

Responsibilities

• Architect and develop Unified Communications and Collaboration strategies and roadmaps.
• Lead a team of 5–10 direct reports and manage IT projects related to UC/Collaboration.
• Oversee Cisco Telepresence, WebEx, and traditional video systems on campus.
• Develop ITSM processes, KPIs, and vendor management for critical services.

Skills

Leadership

Strategic planning

ITIL/ITSM

Vendor management

Communication

Education

Bachelor's degree in Business/IT/Finance

Tools

Cisco TelePresence

Cisco WebEx

Cisco Jabber

VoIP technologies

Cisco Network Architecture

Job description

Job Description

Reports to: Director of Infrastructure and Data Center Operations

This paragraph summarizes the general nature, level and purpose of the job.

Reporting to the Director of Infrastructure and Data Center Operations, the Manager-Unified Communications will develop and support services for Unified Communication and Collaboration. The position has line‑manager responsibility for a variety of IT services and will be assigned specific projects, tasks and staff with the goal of improving the Unified Communications and Collaboration tools, technologies, and processes for Hospital & Clinics. The role will be responsible for performance tuning and capacity planning activities to enhance the performance of communications and collaboration resources, and ensure that there is no disruption of critical systems within its areas of responsibility.

Essential Functions

• Architecting Unified Communications and Collaboration.
• Develop long‑term Unified Communications and Collaboration roadmap.
• Manage, lead and develop a team of 5‑10 direct reports.
• Architect, design and project manage Cisco Telepresence.
• Coordinate Cisco WebEx Audio / Web collaboration.
• Manage traditional video conferencing technologies on campus.
• Participate in the development of IT strategies in collaboration with the IT team.
• Prepare recommendations and effectively manage costs for areas of responsibility.
• Directs the evaluation of various hardware, software and service resources to identify strengths, weaknesses, and potential benefits.
• Manage day‑to‑day service operations utilizing ITIL/ITSM best practices and standards.
• Develop and implement detailed operational procedures required for operations in a mission‑critical environment.
• Oversee UCC vendors, contracts and billing.
• Develop innovative approaches for leading activities necessary for achieving operational excellence.
• Participate in construction planning and related areas of new construction and renovation projects.
• Drive continuous service improvement through metrics and management.
• Develop ITSM process strategies for supporting the achievement of operational excellence in IT.
• Prepare RFPs, bid proposals, contracts, scope of work reports and other documentation within areas of assigned responsibility.
• Build strong partnerships with senior operations leaders in business units and senior IT management resources.
• Work closely with IT process owners to develop consistent, enterprise approaches to ITSM processes.
• Analyze current state of ITSM processes to determine the best business improvement opportunities.
• Regularly present strategies, plans and progress/feedback on initiatives to the IT Leadership Team.
• Identify, design, implement and maintain the processes and policies in accordance with industry practices.
• Participate as a member of critical committees such as the change management committee to facilitate priorities and new service requests.
• Develop requirements for ITSM‑enabling technology to support critical processes; participate in selection and ongoing vendor management of enabling technology providers.
• Define and implement key performance indicators and metrics for support and operational related activities.
• Provide direction and oversight to IT operations and functions associated with technology asset management and procurement, software license management and audits, and IT service catalog.
• Work alongside other internal and external teams to meet new business initiatives, implement new solutions, maintain services and assist with the testing requirements.
• Investigate hardware, software, network and operating system incidents, provide temporary workarounds and permanent solutions to incidents that arise.
• Provide detailed, accurate technical advice and practical support to various departments.
• Install equipment for emergency operational purposes.
• Oversee the workmanship of subcontractors, provide them with detailed instructions, monitor compliance and implement quality control measures.
• Direct a team to test, configure and install new hardware.
• Assist in the lifecycle management of all infrastructure equipment; ensure all equipment is asset coded and recorded in the configuration management database, ensure stock levels are adequate and periodically tested for readiness and proper disposal of any equipment.
• Service level meetings and reviews with vendors to provide maintenance services to data center.
• Contribute to data center service transformation for hosted services with provisioning and managing environment to business customers.

Minimum Qualifications

• Education: Bachelor's degree (preferably in Business Administration, Information Technology or Finance) or equivalent work experience.
• Experience: Ten (10) years of progressively increasing responsibility directly related to infrastructure and client service delivery.
• License/Certification: CCNP Voice or CCIE and specialty certifications are preferred, but equivalent experience is acceptable.

Knowledge, Skills, And Abilities

• Knowledge of Cisco's Unified Communications & Collaboration suite of tools, including:
  • Telepresence (Cisco, Tanberg, Webex, Lync)
  • Instant messaging (Cisco Jabber, Microsoft Lync)
  • Current Voice over IP technologies (Cisco, Vocera, Voalte)
  • Cisco Network Architecture
• Knowledge of IT Service Strategy and Service Delivery (e.g., ITIL) and ability to apply aspects appropriate to the role; preference for appropriate ITIL v3 certification(s).
• Knowledge of technology trends including cloud computing and software‑defined networking.
• Ability to apply knowledge of existing ITSM processes and industry process engineering methodologies and principles to daily assignments and activities.
• Ability to plan strategically both long‑term and short‑term.
• Assists in assessing, troubleshooting complex infrastructure issues.
• Ability to leverage information technology services to improve processes and outcomes in an inpatient healthcare setting.
• Ability to be user‑focused, build relationships and communicate effectively at all levels of the organization.
• Ability to collaborate with multiple service providers.
• Ability to demonstrate initiative, good judgment and effective decision‑making; exhibit strong process improvement orientation and achieve results through other programs and individuals.
• Ability to lead and manage conflict effectively at all levels of the organization.
• Ability to manage projects.
• Ability to plan and execute vendor and product selections.
• Ability to work effectively with and manage vendors.
• Knowledge of IT contracting, negotiating, organization development/change management, strategic planning, action planning for successful performance.
• Knowledge of MS Office applications and proficiency in use of Word, Excel, PowerPoint and Visio.

Physical Requirements and Working Conditions

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.