Eric Bernard

AVP, is Shared Services @UMass Memorial Health

Provide executive oversight and leadership for IS department strategic planning, project management, asset management, resource management, financial operations, budgeting, contract and vendor management, customer service, help desk services and operational performance. Collaborates with senior leadership team to develop yearly IS objectives and associated metrics. Responsible to maintain and monitor IS dashboards including balanced scorecard and other key metrics, prepare senior executive level presentations, assisting with communications both internal and external to IS department. Provide strategic leadership for overseeing, managing and leveraging the entire life cycle of Information Technology (IT) investments. This includes planning/defining the investment mix, planning the project and service structure, communicating the service plan, managing the integration/implementation of all IT projects/requests and tracking/measuring results. Develops and directs the overall enterprise IT project management and service function. Collaborate and develop the relationship with Finance, Contracting, Legal, Purchasing and Human Resources. Leadership and operational oversight to customer service function including service/help desk, change management, root cause analysis, major incident management and release management. Work to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction. Oversees process for IS, vendors and other department managers to resolve problems, upgrade systems, research budgets and technologies, enhance computer systems, applications, operations and processes in support of business needs and goals.