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Job Type:
RegularScheduled Hours:
40Job Summary:
The ITSM Manager is responsible for overseeing the implementation and management of IT Service Management processes and tools within the organization. This role ensures compliance with policies, procedures, and regulations while driving the adoption of the ITIL framework through use of the selected ITSM Platform ServiceNow. The ITSM Manager leads and supports the service management team, service desk, and telephone operators, and other business users of the ServiceNow platform, motivating employees and ensuring adherence to policies and procedures. Key responsibilities include managing 24x7 schedules, defining and monitoring service levels, and improving customer satisfaction with service quality.Demonstrate respect, dignity, kindness and empathy in each encounter with all patients, families, visitors and other employees regardless of cultural background.
Job Description:
Service Management Functions
- Implement and maintain the ITIL framework.
- Define, monitor, measure, report, and review IT service levels, ensuring measurable targets.
- Monitor and communicate performance against defined service levels.
- Ensure clear expectations for service delivery and implement proactive service improvements.
- Design SLA frameworks, conduct service reviews, and oversee Root Cause Analysis (RCA) execution.
- Oversee, develop, and manage change, incident, request and problem processes for the organization. Ensure processes are aligned with ITIL framework.
- Develop and maintain a Service Measurement model, including KPIs and reporting, seeking to continually improve service.
ITSM Platform Ownership (ServiceNow)
- Lead the team in alignment with organizational architecture, strategy, roadmap, and governance policies.
- Own the full life cycle of ServiceNow platform implementation, from strategy to delivery.
- Implement ITIL processes within ServiceNow and monitor platform effectiveness through KPIs.
- Resolve platform support issues and continuously improve customer experience.
- Communicate technical information clearly to establish rapport and gain understanding.
- Keep stakeholders informed of development progress and collaborate on KPI development.
- Provide coaching, training, and mentoring to team resources.
- Blend creativity, problem-solving, and technical skills to refine approaches or develop new solutions.
Personnel Management, Development, and Stewardship
- Manages staff and subcontractors to ensure IT value is provided to the organization. Lead and mentor ITSM analysts and process owners.
- Recruit, hire, and retain top talent, developing staff through coaching, mentoring, and corrective action.
- Promote teamwork and collaboration across groups to support service delivery and strategic goals.
- Provide consistent performance feedback, complete evaluations, and model ICARE values.
- Foster communication through regular meetings and ensure compliance with policies, procedures, and regulations.
- Make fiduciary decisions to steward resources for operations and strategic objectives.
- Performs tactical day-to-day management such as project scheduling, work plan tracking, and risk and issue management.
Budgeting / Planning / Project Execution
- Develop and manage departmental budgets, research and prepare proposals. Monitor expenditures to meet budget targets. Encourage the resourceful use of approved funds to execute projects. Identify annual and long-term resources needed.
- Mentor staff to achieve project milestones and provide training on project methodology and time tracking.
- Serve as the enterprise subject matter expert (SME) to identify, sequence, and schedule project tasks, ensuring timely completion of deliverables for managed projects.
- Execute assigned project tasks and fulfill resource requests as needed.
Business Relationships / Customer Service
- Develop, promote and maintain professional relationships to ensure an environment conducive to customer service and high-quality patient care.
- Makes recommendations in areas related to resource sharing, contractual agreements, and functions as IT liaison across business lines.
- Prioritize and respond promptly to customer needs based on severity, ensuring timely resolution of incidents, requests, and projects within Service Level Agreements (SLAs) or milestones.
- Maintain engagement with involved teams until task completion, demonstrating critical thinking to resolve customer concerns effectively.
- Deliver a positive customer experience through kind, helpful interactions, as evidenced by survey responses and feedback.
Service Desk Management
- Oversee daily operations of the Service Desk, ensuring efficient handling of incidents, requests, and inquiries in alignment with ITIL best practices.
- Monitor Service Desk performance metrics, such as first-call resolution rates and ticket response times, to meet or exceed SLAs. Maintain dashboards and reports on service performance.
- Train and mentor Service Desk staff to enhance technical skills and customer service delivery, fostering a customer-centric culture.
- Implement processes to streamline ticket triage, escalation, and resolution, improving overall service quality and user satisfaction.
- Analyze Service Desk data to identify trends, recommend improvements, and drive continual service enhancement initiatives.
Resource Planning:
- Manages daily responsibilities/projects of the staff within the teams, appropriately delegating duties as they fit within the team structure and knowledge base of the individual.
- Manages, prioritizes and delegates tasks and projects within the department
Other:
- Performs other duties as assigned.
Education, Credentials, Licenses:
- Bachelors degree.
- The bachelors degree requirement can be waived if the candidate has four or more years of experience in IT service management or similar.
Specialized Knowledge:
- Knowledge of complex computing environments with multiple hardware, software, and database systems.
- Ability to manage and deliver IT services in an enterprise setting.
- Knowledge of ITSM Platforms, frameworks, policies, and procedures.
Kind and Length of Experience:
- Three years of experience in IT management.
FLSA Status:
ExemptRight Career. Right Here. If you're looking for the right careers in healthcare, the right place to be is at St. Elizabeth. Join us, and you'll take pride in the level of care we offer our community.
