This article may reflect the Service Line Directors’ initial thinking, which may experience changes as the Service Lines develop.
What is the Project Management Service Line?
IT Project Management at SMPH is a focused approach to delivering specific IT outcomes within defined timeframes and budgets. It stands apart with its commitment to a final deliverable, achieved by blending project management methodologies, healthcare experience, and specialized skills.
This service involves strategic planning, technical guidance, and aligning IT solutions with business objectives. The process is streamlined and efficient, ensuring that projects meet both current and future needs of SMPH students, faculty, and staff.
Q+A with Project Management Service Line Director, Jim Padley
What is your role and initial focus as a new Service Line Director?
My role as the Director of Project Management takes 2 different service lines under one director. From the Project Management side, or as I like to call it Project Management Office (PMO) we are tasked with managing projects and getting things done.
My initial focus will be looking to build out common practices and artifacts for our projects while looking for consistency in process and repeatability in success projects.
The other service line or group I am charged with is the Business Relationship Management team made up of a new position, Business Relationship Manager (BRM). This group will serve as the Trusted Advisor and Advocate for our Business Partners. We have migrated over 17 Clinical Departments that all had IT Leaders in them. The BRM will be the bridge between those clinical departments and SMPH IIT.
My initial focus in this area is first hiring a team of 3 BRMs and then working as a team to continue to set expectations and build processes around how we deliver value to our business partners.
What inspired you to step into this leadership position?
I have been a leader for a long time, and I was inspired to become a leader after seeing leadership fail and felt like I could do better. I went back to school and finished a management degree and MBA and immersed myself in leadership books and courses. I have always felt that people do not want to be managed but rather led.
How do you envision your service line supporting the goals of the Office of IIT?
I see the PMO supporting many, if not all, of the top goals of SMPH IIT. The PMO will be working the most critical projects of SMPH IIT and our ability to continue to implement our strategic goals in a repeatable and efficient manner will be key.
From a BRM perspective, the BRM will be the advocate for our customers and helping understand their needs and how SMPH IIT can best support them. At the end of the day, we, SMPH IIT, are here to support our business partners. Understanding how to bring the gap with the goals of SMPH IIT and the intersection of these with the goals of the Business Partners creates a win-win situation.
What are you most looking forward to in this new role?
Building up a new team and making a difference within SMPH IIT!
What’s one key message you’d like to share with your new team?
I am so excited to be creating value for our business partners and within SMPH IIT. Bringing consistency and efficiency to our team will be our top goal! I am looking forward to building out our team!
Anything else you would like to add?
I feel I have so much to add to our team as I have built up other PMO groups and I look forward to bringing my experience to our group as we move forward!
What is the User Support Services Service Line?
User Support Services at SMPH offers essential technology support, ensuring that all members of the SMPH community have access to reliable and efficient technology assistance. Our service line covers a broad spectrum of support, including help desk inquiries, device management, and audio-visual, among others.
Our aim is to provide straightforward solutions to technology-related needs such as, answering any questions regarding technology to do your job, providing standard software and hardware while ensuring the security and compliance standards of SMPH and UW–Madison are in place and working as they should. We also focus on securing access and managing identities to maintain a safe IT environment. For events and presentations, our audio-visual support ensures that technology enhances, rather than hinders, the experience for both local and remote participants.
In essence, User Support Services is dedicated to providing the services and resources needed for faculty, staff and students to do their jobs while resolving technology challenges quickly and effectively, ensuring that technology serves as a tool for success across SMPH and keeps the university data safe.
Q+A with User Support Services Service Line Director, Jennifer Bonifas
What is your role and initial focus as a new Service Line Director?
My role is oversight of the user services within the Clinical IT neighborhoods of SMPH IIT. My initial priority is to start engaging with IT staff in user service roles, endpoint management roles, infrastructure roles and continue working with SMPH cybersecurity and Risk Management and Compliance (RMC) and providing excellent customer service that also follows the security requirements in this highly regulated environment.
What inspired you to step into this leadership position?
My passion to serve academic medicine faculty, staff, and students. I am customer service driven and also enjoy working with IT staff to make a difference! I am looking forward to collaborating with IT professionals and working together to advance the missions of SMPH and ensure effective operations in all settings.
How do you envision your service line supporting the goals of the Office of IIT?
From simple to complex requests, user services are a key service line as it is the first point of contact for faculty and staff. I envision user services being well informed of departments needs, having a support structure that is well aligned to the operational needs, providing unified services that include technical and administrative oversight to ensure security and privacy in all Informatics and IT activities, and leveraging the new organizational structure of SMPH IIT to speak with one voice regarding collaborations with the University of Wisconsin–Madison and UW Health.
What are you most looking forward to in this new role?
Delivering excellent customer service, developing workflows and efficiencies that improve customer service with the new structure of SMPH IIT service lines and learning from each other along the way.
What’s one key message you’d like to share with your new team?
The knowledge and experience of SMPH IIT staff is equivalent to gold nuggets. Working together we can continue to provide excellent service at the local IT neighborhoods, solve issues in this complex academic environment and innovate new solutions and workflows as opportunities arise.
Anything else you would like to add?
My previous experience of supporting multiple departments, institutes, and centers and my strong partnership with cybersecurity will be extremely beneficial in my new role.
Q+A with User Support Services Service Line Director, Tyler Schultz
What is your role and initial focus as a new Service Line Director?
My teams are focused on supporting SMPH Administration, Academic Affairs and Education, and the Basic Sciences departments. Additionally we support the AV technology and room reservations for SMPH managed classrooms and conference rooms. We aim to maintain our high level of customer service standards and find the best ways to work collaboratively with all service lines.
What inspired you to step into this leadership position?
This is a leadership role I have had the privilege of serving in since 2016 and look forward to continuing in the larger IIT Collaborative.
How do you envision your service line supporting the goals of the Office of IIT?
We look to share and collaborate on best practices across all IIT service lines to meet the support needs of all SMPH Faculty, Staff, and Students.
What are you most looking forward to in this new role?
Continued work with our long tenured support teams and meeting the challenges of an expanded support mission.
What’s one key message you’d like to share with your new team?
I truly appreciate all their efforts and collegiality they have built over many years. Excited to see what they can accomplish in the future.
Anything else you would like to add?
The details matter!