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The Information Services Manager leads a team of digital/IT professionals responsible for supporting, maintaining, and improving critical applications, hardware, and related technology services across multiple departments and sites, including affiliated and partner locations. The role partners with technical, operational, and administrative stakeholders to ensure reliable service delivery, system optimization, and technology resiliency. The manager oversees team performance, resource planning, and vendor relationships, and supports planning and execution of technology initiatives in alignment with organizational policies and standards. This role also serves as a management escalation point for on-call support and may require off-hours work for implementation and maintenance activities.

Incumbent will report to the Dana-Farber Cancer Institute (DFCI) Director, Technology Strategy and Solutions for Radiation Oncology in the Information Services (IS) department.

The Radiation Oncology Information Systems team works solely to support the complex and technologically advanced Radiation Oncology Department at Dana-Farber Cancer Institute and associated satellite and outreach sites.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
 

Primary Duties and Responsibilities

• People Leadership & Team Development: Lead and develop the team: supervise staff, hire for needed capabilities, mentor/coach, enable training, and support career growth. Set and manage performance: define expectations, provide ongoing feedback, evaluate against objectives, and partner with HR/senior leaders to address issues. Ensure effective, compliant delivery: oversee adherence to policies/procedures, monitor work for efficiency/quality, and foster a healthy, productive team culture and cross-group collaboration.
• Service Operations & Reliability Management: Lead day-to-day delivery of production technology services, ensuring critical applications, devices, and supporting infrastructure are reliable and well-supported. Drive stability, resiliency, standardization, and continuous optimization to meet operational needs across sites. Own/lead incident, problem, and change management (triage, RCA, CAB participation, post-incident reviews).
• Vendor & Third-Party Performance Management: Manage vendor relationships to ensure high-quality delivery and responsive support. Coordinate third-party work with internal teams, including scheduling, access, and change planning. Support contract/SOW execution by aligning scope, timelines, and deliverables; track performance and escalate issues as needed.
• Stakeholder Communication & Service Experience: Communicate priorities, status, and outcomes effectively to technical and business/operational stakeholders. Drive a consistent, high-quality service experience for customers. Act as a management escalation point, including on-call participation and off-hours support for critical maintenance and special projects.
• Financial, Resource & Capacity Management: Develop and manage budgets, contributing to operating and capital planning. Forecast demand and resource needs, aligning staffing/vendor capacity and informing service agreements and chargeback/funding models as applicable. Identify and execute cost-management opportunities while maintaining service quality.
• Work Planning, Prioritization & Delivery Governance: Partner with senior IS leadership to set goals, deliverables, timelines, and budget expectations. Translate priorities into an actionable work plan/backlog and manage competing demands. Track progress, risks, and issues; report status regularly and ensure commitments are met.
• Solution Delivery & Continuous Improvement: Lead delivery of enhancements, upgrades, and technology initiatives using appropriate methodologies. Coordinate cross-functional resources and dependencies to execute with minimal disruption, including go-lives and maintenance windows. Ensure consistent quality across planning, execution, stabilization, and handoff to operations/support.

Knowledge, Skills and Abilities

• Demonstrated proficiency in clear written and verbal communication, adapting content for technical, operational, and executive audiences.
• Proven people-leadership capability, including hiring practices, coaching, performance management, and conflict resolution.
• Strong service delivery acumen in complex environments, balancing reliability, responsiveness, and continuous improvement.
• Working expertise in IT service management (ITSM), including incident, problem, change, request, and knowledge management.
• Customer service orientation with a track record of providing timely, high-quality support.
• Financial and operational management capability, including budgeting, forecasting, and cost/benefit evaluation.
• Proficiency with project/product delivery disciplines, including scope, schedule, dependencies, risk management, and stakeholder reporting.
• Advanced analytical and troubleshooting capability, including root-cause analysis and implementation of preventive actions.
• Vendor and contract management expertise, including SLA management, deliverables oversight, escalation handling, and renewal planning.
• Strength in cross-functional influence without formal authority, including facilitation and negotiation; comfort with KPI/metrics tracking; and strong awareness of security, privacy, and risk in fast-paced, high-priority environments.

Minimum Job Qualifications

• Bachelor?s degree required. Master?s degree preferred.
• 5 years of relevant professional experience, including people management experience, required.
• Experience supporting complex technology environments in healthcare or a similarly regulated setting preferred.

License/Certification/Registration Required: None

Supervisory Responsibilities: Yes

• Directly supervises a team of IS Application Analysts (levels, I, II, Senior and Principal).

Patient Contact: No

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.  

EEO Poster

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Pay Transparency Statement

The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate?s relevant experience, skills and qualifications.

For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).

$147,500.00 - $163,700.00