IT Manager, Service Delivery

Hackensack Meridian Health•Iselin, NJ

1d•$156,062•Hybrid

About The Position

The Information Technology (IT) Manager of Service Delivery is responsible for overseeing the day-to-day operations and performance of the Service Delivery team within Clinical Informatics at Hackensack Meridian Health (HMH). Reporting to the Director of Clinical Informatics, this role manages a multidisciplinary team of Analytics Translators, Scrum Masters, and Business Analysts to facilitate the delivery of high-quality insights, analytics, AI, and automation solutions to business partners across the HMH network. A primary focus of this role is advancing data literacy across the enterprise and driving utilization of self-service reporting tools to empower business partners to derive insights independently. Serves as a key operational leader responsible for ensuring consistent application of the agile operating model, squad alignment, intake management, and product adoption across assigned domains. This role plays a critical part in furthering HMH's work to transform health care and be recognized as a leader of positive change by supporting the mission, vision, and core values of Respect, Communication, Transparency, and Shared Expertise. This is a hybrid position and you would need to come into the Iselin, NJ office about once a quarter.

Requirements

Bachelor's degree in an Information Technology-related field.
Minimum of 5-7 years of progressive experience in data & analytics, reporting, business intelligence, clinical informatics, or a related field.
Minimum of 2-3 years of people management or team lead experience.
Demonstrated experience working within agile teams and supporting agile ceremonies.
Strong knowledge of the healthcare provider ecosystem and analytics product delivery.
Hands-on experience with EPIC reporting tools (Cogito, Clarity, Caboodle), Looker, and SQL.
Demonstrated experience developing and executing data literacy programs and driving self-service reporting adoption.
Proven ability to manage intake processes, prioritize competing demands, and balance resources across multiple concurrent initiatives.
Experience translating business requirements into technical deliverables and user stories.
Excellent written and verbal communication skills, including the ability to represent analytics capabilities to executive leaders and non-technical stakeholders.
Strong critical thinking, problem-solving, and decision-making capabilities.
Ability to build and maintain effective relationships across teams and levels within the organization.
Demonstrated ability to manage difficult conversations, set expectations, and negotiate resources.
Experience with change management principles and product adoption strategies.
Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.
Familiarity with project and work management tools such as Asana, ServiceNow, and Jira.

Nice To Haves

Experience managing hybrid or remote teams, including consultant partners.
Prior experience within HMH or a comparable, large healthcare system.
Background that comprises both healthcare provider knowledge and expert understanding of high-quality analytics product delivery.
Experience designing and delivering enterprise-wide training curricula or learning management system (LMS) content.
EPIC Certification in one or more of the following: Cogito Fundamentals, Caboodle Data Model, Clarity Data Model, or Cogito Project Manager.
Looker certification (e.g., LookML Developer, Looker Business Analyst) or demonstrated equivalent proficiency.
SQL certification or demonstrated equivalent proficiency.
Certification in reporting and performance metrics (e.g., HFMA Certified Specialist Business Intelligence, Certified Business Intelligence Professional (CBIP), or equivalent).
Google Cloud Digital Leader Certification or comparable cloud data platform credential.
Certified Professional in Healthcare Information & Management Systems (CPHIMS).
Additional EPIC certifications aligned to assigned domains (e.g., Revenue Data Model, Clarity Ambulatory Model, Clarity Resolute Professional Billing).
Certified Scrum Product Owner (CSPO).

Responsibilities

Oversee daily operations of assigned Service Delivery squads, ensuring adequate and appropriate service delivery skills are staffed to squads and that squads are appropriately organized to meet business demand.
Lead initiatives to increase data literacy across the HMH network, including the development of educational programs, office hours, lunch-and-learns, and role-based training resources.
Drive adoption and utilization of self-service reporting tools (e.g., Looker dashboards and explores, enterprise integrated analytics self-service) by developing enablement resources, training programs, and user experience feedback mechanisms.
Manage, mentor, and develop a team of Analytics Translators, Scrum Masters, and/or Business Analysts, including performance management, career development planning, and role-level progression.
Support the Director in the ongoing review and alignment of volume of work by business domain to ensure balanced workload distribution across squads.
Partner with the Director and Intake Coordinator(s) to manage and oversee the formal process for bringing work into the department, including reviewing and accepting/rejecting work requests and overseeing ServiceNow queue and ticket aging.
Ensure consistent application of agile practices across squads, including two-week sprints, daily stand-ups, weekly refinement, biweekly retrospectives, and biweekly planning ceremonies.
Collaborate with Analytics Translators to support relationship management with key business stakeholders across assigned domains and ensure ongoing alignment of translator portfolios to strategic priorities.
Support the execution of strategic roadmaps and quick-win initiatives, including validation and implementation of enterprise dashboards, role-based reporting resources, and self-service tool adoption.
Facilitate change management activities including testing scripts, User Acceptance Testing (UAT), communication strategy, and training programs across squad deliverables.
Support business adoption of new tools by planning and delivering training, developing job aids and knowledge base articles, and evaluating tool adoption metrics.
Contribute to the development and management of feedback mechanisms for business users to drive continuous improvement.
Coordinate with Data Engineering, Insights, and other partner teams to ensure cross-functional alignment and consistent delivery of squad commitments.
Represent Service Delivery in cross-departmental initiatives including but not limited to IT Project Management Office (PMO) engagements, road shows, and quarterly business priority planning.
Track and report on team performance metrics, squad productivity, data literacy indicators, self-service adoption rates, and product-specific Key Performance Indicators (KPIs); communicate regular updates to the Director and stakeholders.
Uphold and enforce the Service Delivery Work Compact, ensuring team members maintain calendar transparency, meeting engagement, and hybrid work standards.
Support onboarding, upskilling, and EPIC certification pathways (e.g., Cogito Fundamentals, Caboodle Data Model, Cogito Project Manager) for team members.
Foster a culture of open communication, feedback, and continuous improvement through regular 1:1s, team meetings, and Standout check-ins.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.