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Manager, Client Platform Engineering

Job ID: 951064
Facility: Vidant Health
Location: Greenville, NC
FT/PT: Full-Time
Reg/Temp: Regular
Date Posted: Sep 23, 2022

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Job Description

Vidant Health

About ECU Health Medical Center

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet® designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people.

Position Summary

As part of the Information Services Leadership Team, the Manager of Platform Engineering will be responsible for establishing and maintaining the delivery of end user solutions. Reporting to the Director of End User Services and managing a team of nine engineers, the manager will oversee the lifecycle of the solutions used to deliver end user computing and be responsible for the messaging and collaboration platforms. These solutions include cloud services such as the M365 suite, workstation imaging, print management, application packaging and deployment, the virtual desktop platform, and many other core technologies vital to Vidant Health's success.

The Manager of Platform Engineering will contribute to the planning, budgeting, design, implementation, operation, and performance of end user technology. This includes managing day-to-day operations, improving infrastructure costs, and maintaining/improving system performance and end-user satisfaction. This employee works as a key member of the leadership team to ensure that the overall End User Support department is meeting its strategic and operational goals and acts as a trusted advisor. This position builds and maintains relationships with other Information Systems and business leaders to develop a clear understanding of business needs; ensures cost-effective delivery of end user services to meet those needs, and is able to respond with agility to changing business priorities.

The Platform Engineering Manager must have extensive experience with solutions such as cloud migrations, SharePoint, messaging and collaboration, desktop operating systems deployment, virtual desktop, and virtual application delivery experience. The Manager will develop best practices for others to follow, provide input to the IS Knowledge Base, and create and distribute customer facing documentation. The Manager is responsible for the development and on-going coordination of Continuous Improvement projects. The Manager sets objectives, organizes, and directs the staff to ensure that services are performed that meet client business needs and expectations. This individual ensures that all staff demonstrates the required competence, customer service skills and business process knowledge to resolve issues. This role has responsibility for staffing, strategy, development, and management of the Client Technology team.

The Platform Engineering Manager works proactively with leaders of all levels across Information Technology and Vidant in managing end user issues while maintaining exceptional end user services. The candidate will leverage their years of hands-on technical and managerial experience with various technologies, applications, workstations and mobile platforms to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements. Additionally, the candidate will draw on IT service management and project management skills to maximize collaboration and productivity of their staff, along with providing effective end user support.

The ideal candidate will be familiar with developing and delivering designs and capabilities around end user services. Overall experience with workplace and end user computing services design, measurement and digital transformation will be critical functions associated with this role. Focus will be on automation, standardization and end user experience.

This position will operate as a key technical SME within the IS organization and to other teams.


Strategic and Tactical IS Support

Demonstrates a commitment to supporting the business needs of Vidant Health by collaborating with business stakeholders in the selection and implementation of new technologies and adaptation of existing systems.

Participates and consults with business operating units to identify the IS implications of their strategic and operating plans. Identify and recommend opportunities to leverage existing systems and/or new and emerging technologies where appropriate.

Contributes to the development and management a multi-year roadmap for Client Technologies that is inclusive of system upgrades, enhancements, and implementation activities that address Vidant business plans, vendor product developments and support requirements.

Ensures utilization of Vidant's IS project management methodology to improve processes to select, prioritize and implement IS enabled business initiatives so they are delivered on-time, within budget and meet the stated business objectives. Contributes to the on-going development of Vidant's IS project management methodology

Manages IS resource requirements to ensure appropriate balance between operational and project demands. Resolves resource conflicts to satisfy organizational priorities by reallocating and/or supplementing IS resources

In collaboration with the Directory of End User Services, manage vendor relationships on an on-going basis, to ensure that vendors are satisfying their obligations as defined by contract terms and conditions.

Contribute to the strategy and roadmaps for Client Technologies, messaging, unified communications and collaboration with a focus on service management and end user satisfaction

Actively engage the leadership team to collaborate on strategic projects and operational alignment with IS applications, infrastructure and security teams

Promotes adoption of business enablement tools such as Single Sign On, portals, self-help, collaboration, and video conferencing to enhance the end user experience

Responsible for coordinating and operationalizing approved solutions

Develop and build technology adoption programs to include communication, training and change management

Works with business operations teams to ensure good coordination of IS changes without impacting business processes

Lead the implementation of end user platform architecture across various business applications or technologies based on the organizations business strategy, business capabilities and business requirements, with a focus on process reengineering of the desktop, virtualized environments, imaging, adoption of cloud technologies, voice and hardware solutions

Contribute to defining of the principles, guidelines and standards to ensure solution decisions are in sync with the organization's future-state architecture vision, while participating in governance activities associated with ensuring platform architecture assurance, compliance, and audit requirements

Develop and foster relationships with critical stakeholders throughout Vidant Information Technology Teams and Business functional areas to effectively manage change

Leverage existing processes, or identify opportunities to automate, integrate or develop processes to enable the business to move more quickly with fewer errors and manual effort

Provides in-depth technical expertise for both tactical and operational initiatives. Serves as trusted advisor to executive leadership on technology matters and planning

Service Delivery

Demonstrates a commitment to customer service by providing responsive and effective support, developing solid working relationships with end user customers, and delivering high quality, value-added services that exceed customer expectations.

IT Operations Management: Overall IT Operations Management, Service Level Management, Resource Management, Processes & Standards Implementation, Compliance Management, Incident Management, Financial Management, Technical Management and Information Security Management

Promotes the philosophical direction of Vidant IS in the adoption of IT Service Management (ITSM) by managing team compliance with IS governance and ITSM processes and ensuring ITSM subject matter expertise within the team

Directs day-to-day support of the Client Technologies team with other IS Directors/Managers to consistently perform at or better than defined service level commitments. Performs root cause analysis (SBAR) on incidents to identify opportunities to prevent future occurrences.

Maintains systems to industry standards and vendor contractual requirements to minimize business disruptions associated with incidents and/or unscheduled downtime. Manage all stages of system upgrade processes including design, testing, training requirements, procedures, new support requirements, documentation, and production turnover.

Applies rigorous testing and quality assurance techniques to all system changes and strictly adheres to change control processes.

Ensures a smooth transition of desktop services from implementation to production and on-going operational support.

Develops and maintains a culture that promotes service excellence and employee empowerment to act in the best interest of IS customers who are directly caring for our patients.

Participates in the annual external financial audit of security and controls and annual IS risk assessment across the health system. Participates in internal audits, as appropriate, as identified in the annual audit plan. Develops and implements action plans to address any gaps identified during the audit process.

Participates in the development and annual testing of Vidant Health's disaster recovery plan to ensure the plans are current and effective.

Ensures system performance and service-level requirements are met

Manages messaging and collaboration platforms such as Exchange, SharePoint, WebEx and SCCM

Accountable for continually improving and applying service measurement metrics and SLA's inclusive of reporting and dashboards. Ensures that all services are measured, reported and viewed in the lens of continuous improvement

Ensures IS incidents are resolved in a timely and cost-effective manner; Manages escalations to the highest levels of satisfaction

Contributes to the complete lifecycle management of user hardware (desktop, laptops, tablets, and mobile devices) and all associated software assets

Provides consulting support to other teams, within projects to ensure the project is aligned with the overall organizational architecture and meets all business requirements

Manages a team of technical engineers in the successful fulfillment of IS service delivery commitments

Maintains a resource model that can flex as needed

Talent Management

Demonstrates a commitment to employee professional development by providing opportunities for assuming new and varied responsibilities, training and development, and coaching and mentoring by management and staff.

Recruits and develops Client Technology staff to create a high-performing team capable of supporting current systems while developing new skills needed to transform the IS organization and leverage next generation technologies.

Provides promotional and career development opportunities for IS employees within a system that includes career paths, succession planning, and on-the-job training opportunities.

Conducts regular performance appraisals and recommends appropriate personnel actions.

Provides effective on-boarding and on-going coaching, mentoring, and feedback to improve performance, foster personal growth, and let employees know they are valued.

Creates a team oriented, professional work environment providing the requisite challenges to retain talented IS professionals.

Demonstrates a commitment to personal development by maintaining professional knowledge of current trends and developments in the information technology and health care industries through related seminars, independent study, professional associations, and conferences.

Builds a team that will drive strategy around end user device automation, patching, configuration management and compliance

Manages a team of technology specialists for Client Technologies to include installation, upgrades, patch management, software rollout, system tuning, trouble shooting, capacity planning and printer administration

Provides direction to direct reports in the performance of their duties and their team's duties as well as establishing work priorities

Attract and retain talent, and ensure staff development (leadership, cross-functional, technical). Promote and foster diversity

Financial Management

Demonstrates a commitment to the effective utilization of IS human and financial resources by developing and monitoring capital and operating budgets and a multi-year financial plan to support the IS Strategic Plan.

Identifies opportunities to leverage economies of scale and drive efficiencies to manage overall operating costs balancing business requirements with Vidant Health financial targets.

Works with the Director of End user services to develop a Business Case and total cost of ownership (TCO) for all new and replacement systems securing business commitment to the one-time and on-going costs and identifying budgetary implications in the current and future fiscal years.

Create, track, and manage annual operating, capital, and project budgets

Ensures that budgets are correct and timely and manages department spend to meet or beat budget

Universal Criteria

Demonstrates commitment by promoting and adhering to the Vidant Health Code of Conduct, which includes the objectives of Vidant Health's compliance program, policies and procedures and ethical business practices.

Promotes open, effective, and ongoing communication and the sharing of information among employees, and sets the expectation that matters of concern get reported immediately.

Performs other duties as assigned by appropriate personnel.

Leadership (Core) Competencies

Innovation: The ability to identify and implement new and creative solutions to address complex issues and challenges, and to encourage others to do the same.

Strategic Agility: The ability to apply flexible, practical and long-range perspectives in formulating effective organizational strategy.

Systems Thinking: The ability to understand and apply knowledge of the interrelationships of various components of the organization; ability to anticipate both direct and indirect consequences of actions; capacity to understand how these components function as a whole; and the ability to assess the impact of decisions.

Quality Leadership: The ability to design and assess the quality of a product or service, to develop and test improvements of that product or service, and to spread and sustain positive change. Is dedicated to providing quality products and services which meet the needs and requirements of internal and external customers; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes; exhibits good judgment about which creative ideas and suggestions will work.

Leveraging Diversity: Values and is a champion for differences of perspective, life experience, and cultural backgrounds to enrich the organization; applies these benefits in attaining department and organizational goals.

Inspirational/Visionary Leadership: The ability to create a sense of shared commitment to the future and support for Vidant Health's mission and strategies to fulfill our mission. Helps individuals realize the importance of their work in contributing to the mission and executing strategic imperatives.

Developing People: Commitment to ensuring that others reach their full potential, including design and implementation of effective development strategies.

Demonstrating Integrity: Having the courage to do the right thing for the organization at all times and in all circumstances regardless of what the consequences might be.

Leading Change: The ability to introduce and sustain significant organizational change. Commitment to an organizational environment that supports individuals to do their very best work by making it safe to take risks and speak out on unpopular issues. The ability to successfully execute ideas.

Organizational Savvy: The ability to understand the influence of networks and culture, both internal and external to Vidant Health.

Manages resource requirements to ensure appropriate balance between tactical and strategic demands and implements continuous improvement programs

Stay abreast of the latest technology trends and develop business cases for future adoption

Develop strategic plans, functional goals and objectives

Collaborate and standardize the portfolio of IS service offerings, end-user devices/services and processes across the organization

Works with the leadership team to forecast future skill needs to acquire and develop a workforce with the appropriate mix of business knowledge, technical skills and competencies. Works toward a balance between growing the agility required to achieve business objectives and ensuring the core IS functions are reliable, stable and efficient

Develops, maintains and communicates computing standards, procedures and policies and ensures technical documentation and standard operating procedures are created and maintained

Maintains currency on new technologies and service management practices, and provides direction on what emerging technologies and methods should be introduced, integrated and assimilated

Minimum Requirements

  • Bachelor's degree in Information Systems, Computer Science, Business, Engineering, or other related discipline
  • Microsoft Certifications: (Minimum of 1 or more preferred)
  • Microsoft Certified System Engineer (MCSE)
  • Microsoft Certified: Azure Administrator Associate
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Microsoft 365 Certified: Enterprise Administrator Expert
  • Microsoft Certified: Azure Solutions Architect Expert
  • 5 to 10 years of various experience in Information Technology
  • 3+ years of experience in an IS management role with a strong operational background and proven track record of accomplishments in Information Services within a large, complex, multi-location organization
  • 3+ years of experience managing partner relationships
  • Demonstrated track record implementing and successfully managing a mission critical IS production environment with multiple stakeholders in a multi-entity, geographically diverse organization
  • Healthcare experience preferred but not required

Other Information

Full-time with benefits

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

Contact Information

For additional information, please contact:

Aubrey Williams, Talent Acquisition Consultant

ECU Health Talent Acquisition

Email: [email protected]

Tel: (252) 417-5486


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