Cerner Clinical Tower Manager

Role: Cerner Clinical Applications Tower Manager

Duration: Fulltime

Location: Remote

Salary: $115K - $120K

Role Overview
The Tower Manager is responsible for end-to-end delivery and operational management of Cerner Clinical Applications within the Managed Services environment. This role ensures high-quality service delivery aligned with SLAs, driving operational excellence, and leads customer engagement, governance, and tower leadership activities.

Key Responsibilities

• Lead delivery of Cerner Clinical Applications services, ensuring SLA/KPI compliance.
• Manage incidents, problems, and change processes with strong RCA and service stability focus.
• Drive operational governance, reporting, and review discussions with internal and client stakeholders.
• Act as the primary escalation point for critical issues and ensure timely resolution.
• Present tower performance dashboards, roadmaps, and improvement plan in governance forums.
• Oversee tower staffing, capability planning, coaching, and performance management.
• Manage tower-level budgets, cost optimization, and vendor/partner coordination.
• Interpret SoWs, SLAs, and contractual terms, including service credits and penalties.
• Identify and mitigate operational risks and ensure audit readiness.

Required Skills

• Strong understanding of Cerner/Oracle Health applications and clinical workflows. Orders, Provider Notes, Ambulatory, Message center, Dynamic Documentation, Powerforms, IView, Mpages FirstNet (ED), Surginet,
• Expertise in ITSM (ServiceNow/Remedy), ITIL processes, and operational governance.
• Excellent communication, stakeholder management, and presentation skills.
• Proven leadership of cross-functional and globally distributed teams.
• Strong analytical skills with the ability to interpret dashboards, KPIs, and service metrics.

Preferred Qualifications

• Bachelor's degree in IT, Healthcare Informatics, or related field.
• ITIL certification or equivalent certification
• Experience in healthcare IT managed services or Cerner/Oracle Health environments.

The pay range for this role is $115,000- $120,000 per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate.

"Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at

ADA_Accomodations@TechMahindra.com

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise . We are a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra is the highest ranked Non-U.S. company in the Forbes Global Digital 100 list (2018) and in the Forbes Fab 50 companies in Asia (2018).