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Job ID: 3111


Job Title: Information Technology Manager-Unified Communications


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. This position has line-manager responsibility for a variety of Information Technology services. The Manager-Unified Communications 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 position will be responsible for performance tuning and capacity planning activites to enhance the performance of the communications and collaboration resources. The position will ensure that there is no disruption of critical systems within his/her areas of responsibility.


Essential Functions:


The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patients rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings. Must perform all duties and responsibilities in accordance with the Service Standards of the Hospital(s).


  • Architecting Unified Communications and Collaboration.
  • Develop long term Unified Communications and Collaboration roadmap
  • Manage, lead and develop a team of 5-10 direct reports
  • Architecting, Designing and Project Managing Cisco Telepresence
  • Coordinating Cisco WebEx Audio / Web collaboration
  • Managing traditional video confercing technologies on campus
  • Participate in the development of IT strategies in collaboration with the IT team
  • Prepares recommendations and effectively manages costs for areas of responsibility
  • Directs the evaluation of various hardware and software and service resources to identify strengths, weaknesses, and potential benefits
  • Manages day to day service operations utilizing ITIL/ITSM best practices and standards
  • Development and implementation of detailed operational procedures required to Operations in a mission critical environment
  • Oversee UCC vendors, contracts and billing
  • Develop innovative approaches for leading activities necessary for achieving operational excellence.
  • Participates 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 the senior operations leaders in business units and senior IT management resources.
  • Work closely with IT Process owners to develop consistent, enterprise approach to ITSM processes.
  • Analyze current state of ITSM processes in order 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 member of critical committees such as the change manangement 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.
  • Provides 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 sub-contractors, 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 ready for operational use and the correct 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:


Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.


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

Knowledge, Skills, and Abilities:


These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.


  • 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, and 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 have the ability to 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.