Senior Relationship Manager (Operating Room Support) – Local Only

Discover Vanderbilt University Medical Center:  Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

VUMC IT Support Services Relationship Management

Job Summary:

The Senior Relationship Manager strengthens VUMC IT Support Services by serving as the primary liaison between OR clinical teams, IT, and vendor partners. This role enhances communication, accelerates issue resolution, and improves the day to day experience of OR clinicians through proactive relationship management, technical awareness, and structured support processes.

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Key Responsibilities:

Communications

• Serve as the primary advocate for OR clinicians, identifying workflow challenges and removing technical obstacles.

• Maintain strong relationships with OR staff, IT teams, and vendors to ensure clear, consistent communication.

• Provide real‑time updates on issue status, system changes, outages, and device replacements using Teams channels, dashboards, and structured reporting.

Issue Management

• Act as the single point of contact for OR technical issues involving hardware, applications, scanning workflows, device configuration, and vendor‑supported systems.

• Coordinate resolution efforts across IT Field Services, Application Teams, Vendor Services, and other support groups.

• Use ITSM tools, rounding, and data dashboards to track, triage, and monitor issues to closure.

Process Improvement

• Conduct proactive technical rounding to identify emerging issues and gather customer feedback.

• Analyze incident trends (scanner performance, workflow errors, device reliability) to highlight systemic problems and recommend improvements.

• Support creation and refinement of documentation such as OR IT Field Guides, workflow guides, troubleshooting playbooks, and reporting enhancements.

Team Interaction

• Staff daily IT support shifts providing direct coverage in the OR.

• Guide other IT support teams as the OR environment’s subject‑matter expert.

• Work with vendor field service teams to optimize on‑site performance and ensure alignment with VUMC support expectations.

Key Functions:

• 50% – Issue Management (Advanced): Lead complex issue resolution, refine best practices, and drive consistent enterprise‑level processes.

• 35% – Communication (Expert): Coordinate OR support activities across IT, Supply Chain, and Application teams; initiate effective communication directly within clinical operations.

• 15% – Coordination (Expert): Ensure seamless integration of OR hardware, device workflows, software applications, and supply chain documentation.

Mission

Serve as the central coordination hub for IT‑related issues affecting OR operations. By rapidly triaging and managing technical problems, the Support Services OR Relationship Management Team ensures reliable technology performance that empowers clinicians to focus on patient care.

Goals

• Streamline Issue Intake & Resolution: Provide a simple, efficient process for OR staff to report and resolve IT technical issues.

• Facilitate Cross‑Team Coordination: Act as the primary liaison between Perioperative Services and IT teams to ensure accurate routing and ownership of issues.

• Improve Communication & Transparency: Deliver timely updates on system changes, outages, and ticket progress; close the loop on Pegasus tickets.

• Enhance OR Technical Reliability: Identify recurring technical problems and partner with IT and vendor teams to stabilize scanning, hardware, device, and workflow performance.

• Build Knowledge Resources: Maintain field guides, workflows, troubleshooting instructions, and reporting dashboards specific to the OR environment.

• Support High‑Quality Customer Experience: Provide high‑touch, proactive technical support that reduces friction for clinicians and improves overall OR technology performance.

REQUIREMENTS

• Bachelor's degree is preferred, but not required with equivalent experience.

About the Department:

VUMC IT

VUMC IT provides hardware, software and service solutions for the entire Medical Center. With over 40,000 workstations in the Medical Center, our teams can assist not only with hardware support, but also software and application support and services to enhance security and protection of your information. 

Position Shift: Days

Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.

At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

Core Accountabilities:

Organizational Impact: Independently delivers on objectives with understanding of how they impact the results of own area/team and other related teams. Problem Solving/ Complexity of work: Utilizes multiple sources of data to analyze and resolve complex problems; may take a new perspective on existing solution. Breadth of Knowledge: Has advanced knowledge within a professional area and basic knowledge across related areas. Team Interaction: Acts as a "go-to" resource for colleagues with less experience; may lead small project teams.

Core Capabilities :

Supporting Colleagues: - Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas. - Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships. - Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences. Delivering Excellent Services: - Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them. - Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions. - Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness. Ensuring High Quality: - Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly. - Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them. - Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring. Managing Resources Effectively: - Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure. - Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area. - Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities. Fostering Innovation: - Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches. - Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges. - Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

Relevant Work Experience

Experience Level:

5 years

Education:

Bachelor's

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity.  EOE/Vets/Disabled.