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Manager, Departmental Liaisons & Communications

Weill Cornell Medical College

New York, NY
Weill Cornell Medical College
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Job Details

Position Summary

Manages a team of ITS customer liaisons and strategic communications to ensure delivery of world\-class ITS support within each of their assigned business areas\. Provides VIP customer support across all technical platforms and for all aspects of customer relations including day\-to\-day management, quality service delivery and escalations\. Assists in driving continuous service improvement of IT services to improve overall customer satisfaction including, but not limited to, standardization of service offerings and standardization of service delivery processes\. Manages strategic and day\-to\-day communications strategy to ensure the right information is being delivered\. Works with Service Owners to drive customer improvements, enhancements and trends\. Owns the ITIL Service Level Management process and Business Relationship Management function ensuring information regarding the businesss required outcomes, customer needs and priorities meet the needs of the customer at a strategic and operational level\.

Job Responsibilities

+ Develops and delivers SLAs in relation to contracted services, ensuring SLA's are achieved; service quality and client expectations are met or exceeded\.

+ Effectively communicates and keeps initiator, stakeholders and ITS personnel apprised of the extent of any problems, statuses, actions taken for resolution and resolution details, as appropriate to the nature and criticality of the issue\.

+ Interacts daily with staff and/or functional peer groups and customers to communicate complex ideas and provide innovative solutions\.

+ Manages VIP service support\. Interfaces with the ITS service desk for all VIP trending and improvements needed for designated department\.

+ Manages all trend analysis and reporting of performance based on resolutions of incidents and service requests\.

+ Manages the development and sustainability of customer scorecards, performance, enhanced service expectations and SLAs\.

+ Ensures staff is managing issues appropriately and efficiently\. Participates in various projects and programs and represents the Business Analyst function for the department\.

+ Manages communications strategy for internal and external communications as it relates to staff updates, service and product changes and enhancements\.

+ Ensures the service catalog is kept up to date and managed within the Service Design and Change control frameworks\.

+ Responsible for end\-to\-end ITIL Service Level Management process design, implementation and execution of processes, CSFs/KPIs and trending\.


+ Bachelor's Degree


Approximately five \(5\) or more years job\-related experience working in a customer liaison \(BRM\) leadership role\.

BRM and Service Level Management Experience

Knowledge, Skills and Abilities

+ Ability to demonstrate excellent customer service skills in person, via email and on the telephone\.

+ Possesses the ability to facilitate the flow of information through effective written and oral communications\.

+ Ability to interact with the senior leadership teams, VIP customers, engineers, architects and all IT personnel to maintain an effective and agile workflow\.

+ Ability to turn around the customer experience when the experience has been less the optimal\.

+ Approaches our job knowing that there are internal and external customers whose expectations we strive to exceed\.

+ Possesses excellent work\-related skills and the ability to apply them, while continually seeking ways to improve\.

+ Maintains a team\-oriented approach, and possesses the ability to cultivate positive and collegial workplace relationships\.

+ Understands the need to be responsible for our own outcomes, and takes pride in delivering the best possible work product\.

+ Demonstrates integrity and ethics at all times\.

+ Appreciates and understands the connection between individual goals, departmental goals and the organizational mission\.

+ Maintains a flexible and forward thinking approach to the way work is done\.

+ Ability to communicate technical jargon into business terms so customers and end users can understand the business impact and work flow improvements of technology changes, enhancements and implementations\.

Licenses and Certifications

+ ITIL certification

Working Conditions/Physical Demands

Weill Cornell Medicine is a comprehensive academic medical center that's committed to excellence in patient care, scientific discovery, and the education of future physicians in New York City and around the world\. Our doctors and scientists\-faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization\-are engaged in world\-class clinical care and cutting\-edge research that connect patients to the latest treatment innovations and prevention strategies\. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U\.S\. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey\. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork\-Presbyterian Hospital/Weill Cornell Medical Center, NewYork\-Presbyterian/Lower Manhattan Hospital, and NewYork\-Presbyterian/Queens\. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients \- the center of everything we do\. Weill Cornell Medicine is an Equal Employment Opportunity/Minorities/Females/Vet/Disabled employer\.
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