Providence Health & Services REH Senior Director - Client Management in Torrance, California


Providence is calling a REH Senior Director - Client Management to Providence Health & Services in Torrance, CA.

The Senior Director - Client Management is responsible for leading the connection and cohesion of functions across the value chain through the design of customer oriented service offerings. An Aberdeen Group study highlighted the following "Senior service executives are taking on P&L responsibility and reporting to CEOs on bottom- and top-line performance targets. To sustain service-based revenue models, these service champions will need to revisit and better automate long-standing business processes that support service order management, call dispatching, routing/scheduling, asset diagnostics, asset repair and replacement, service parts planning, distribution, and pricing." The Aberdeen Group goes on to say "Companies that reported having a senior leader position overseeing service outpaced those companies with no senior service management in such areas as percentage of overall revenues derived from service; overall profitability, as a percentage of gross revenues; and percentage of customer base under service contracts."

In this position you will:

  • Facilitate the creation and alignment of a Service Value Realization Plans (SVRP) for each location within their respective region(s)/areas of responsibility. The SVRP is co-created in partnership with Ministry CEOs and Client Executive Team (Including RVP) and it defines service improvement initiatives, outcomes, timing, and local owners.

  • Facilitate the creation of and alignment to Ministry Sustainability Collaborative (MSC) Plans for each location within their respective region(s)/areas of responsibility. The MSC plan is co-created in partnership with Ministry CEOs, Client Executive Team, and REHG leadership. The MSC plan defines how each location will accomplish its committed savings targets in respect to savings, initiatives, outcomes, timing, and local owners with a collaborative, customer-facing approach.

  • Be responsible for the overall performance of the portfolio of services consumed by a location, in support of improving service performance and value as well as driving uncontrolled variance reduction and cost savings.

  • Be accountable for facilitating the reduction of all uncontrolled variation that exists between locations. The scope is across all service segments (Clinical Supplies, Food and Nutrition, EVS, Engineering and Energy Management, Capital Equipment, and Caregiver Consumables). This function relies on the Senior District Director - Client Executives ability to influence and lead leaders within the region and ministry/area of responsibility.

  • Establish and manage a regular Rhythm of Business (ROB) review, problem solve, and action taking plan. The rhythm includes meetings at the ministry, region, and system level. The result is the establishment of transparent and accountability-focused performance targets and intended outcomes. The Service Value Realization Plan (SVRP) and Ministry Sustainability Collaborative (MSC) plan are key inputs to the ROB.

  • Be accountable for building tight partnerships with Executives and Leaders within their region(s)/areas of responsibilities. Partnership is critical to the speed and success of transforming each location to maximize service performance and value for PSJH.


Required qualifications for this position include:

  • Master’s Degree in Business or an equivalent combination of education and experience.

  • More than 10 years’ experience of Enterprise/Business improvement and leadership: demonstrated experience leading improvement initiatives and implementing variance reduction strategies across multiple locations while building tight (solid and collaborative) partnerships with executive and Leaders.

  • Ability to influence internal and/or external constituents.

  • Effective interpersonal skills.

  • Friendly and service oriented with tested and proven high-level communication skills.

About the department you will serve.

Supply Chain Management supports the transformation of quality and affordable care by delivering excellence through a system wide, integrated supply chain that provides strategic leadership and services to customers and caregivers. This team is proud to be the service that fills the caring hands that heal patients.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As people of Providence, we reveal God's love for all, especially the poor and vulnerable, through our compassionate service.

About Us

Providence Health & Services is the third largest not-for-profit health system in the United States. Providence employs more than 82,000 caregivers (employees) across a five-state area; AK, WA, MT, OR, and CA. Our facilities include 34 hospitals, 600 physician clinics, senior services, supportive housing and other health and educational services. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Supply Chain

Location: California-Torrance

Req ID: 180899