Manager of IT Services Management

The manager will be a hands-on position requiring a high degree of Service Desk Management and Information Technology Infrastructure Library (ITIL) expertise. The position is responsible for the deployment and management of IT Service Management processes including Incident Management, Request Management, Problem Management, Change Management, Service Level Management, and Knowledge Management.

• Serve as the leader and process owner of IT Service Management processes, practices, policies and procedures
• Serve as the primary interface between the outsourced service desk provider and IT staff for all service desk related requests
• Oversee the ITSM Platform
• Overall responsible for the delivery and continuous improvement of Incident & problem management process
• Coordinates and manages the incident management process activities across departments and ensure meeting SLAs
• Proactive identification and escalation of risks and issues to the IT and Business stakeholders
• Take ownership and major Incident and problem management process and policies and to insure continual improvement
• Identification of underlying root cause of service failures including people, process, technology issues to ensure appropriate action is taken for elimination and facilitate these meetings
• Management of permanent resolutions of issues and reductions of workarounds
• Direct and serve as the defined organizational expert and leader for the IT Service Management program
• Implement and enhance IT Service Management practices
• Lead Change Management process including running weekly Change management meetings for IT department
• Establish and Manage Service Level Agreements (SLAs), revise as indicated
• Manage customer satisfaction of IT Services for both patients and Hospital staff
• Develop key performance indicators to measure success of service management program
• Effectively manage customer goals, expectations and inspire others to focus on the customer and develop creative ways to meet customer service needs
• Coordinate with teams that provide application support to multiple different areas.
• Ensure the daily management, coordination, development, selection, and operation of all application-based Service Level agreements (SLA’s).
• Teach, advocate, and mentor staff on how to apply information systems standards, tools, and methodologies while delivering high quality, business-focused customer service.
• Enhance and implement change control processes and procedures.
• Provide on-call support, troubleshoot, and resolve production support issues. Initiate escalation procedures when required.
• Perform other related duties assigned.

• Advise and coach IT management and team members by providing guidance on issues, roadblocks, defining standards and promoting best practices
• Motivate and show appreciation for the team and reinforcing the importance of excellent customer service culture
• Effectively manage customer goals, expectations and inspire others to focus on the customer and develop creative ways to meet customer service needs
• Initiate, lead and participate in performance improvement activities
• In an emergency, perform other duties necessary for the welfare of patients or the efficient operations of the institution.
• Maintain oversight and accountability for budgetary responsibilities as assigned.
• Adhere to the standards identified in the EH Organizational and Managerial Competencies.
• Lead and manage projects with a focus on timely delivery
• Maintain regular communication with the team, vendors, and operational stakeholders to meet the organization’s business needs regarding the project deliverables and timeline.

• Minimum of 3 years of experience directing a service management program
• Subject Matter Expert in ITIL 4 best practices
• Experience with overseeing Service Desk and managing escalations
• 2 years experience working with ITSM tools
• Excellent verbal and written communication skills
• Extraordinary customer service skills
• Demonstrated practical experience with ITSM Practices including Incident, Change, Problem, Request, Asset, Configuration, and Knowledge Management
• Knowledge of the healthcare environment strongly preferred
• Able to remain dependable through the willingness to take ownership of work activities and ensure that they are completed in an accurate, efficient, and timely manner
• Able to demonstrate commendable interpersonal skills through the ability to communicate information clearly and concisely with leadership and subject matter experts
• Able to provide support and direction for Go live events and plan post go Live support structure
• Able to provide on call coverage as per managerial team rotation.

• Bachelor’s Degree required, Master’s Degree preferred

• ITIL foundation strongly preferred