IT Manager, Service Management - Digital Technology Service

Hackensack Meridian Health•Edison, NJ

About The Position

Overview Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Manager of IT Service Management will build and lead a team responsible for managing the Information Technology Infrastructure Library (ITIL) service processes, the Service Level Agreements (SLAs) with customers and operational level agreements between functional teams, facilitating communication between functional teams, and driving development and implementation best practices across the Hackensack Meridian Health (HMH) Network. To direct implementation and ownership of ITIL processes, service management tool development and ITIL reporting. This position can require you to commute to Iselin, New Jersey as needed. Responsibilities A day in the life of an Manager of IT Service Managemen t at Hackensack Meridian Health includes:

Requirements

Bachelor's degree in Business Management, IT or other related IT/health field.
A minimum of 7 years of experience in a technical multi-discipline management.
Requires leadership skills, judgment, creativity, and comprehensive knowledge of the field.
Ability to manage problems, build collaborative relationships and drive strategic direction.
Proven maturity and strength in team leadership, team building, and communication, coaching, and providing timely essential feedback to others.
Demonstrated ability to proactively address problems and situations.

Nice To Haves

Master's degree in Business Management, IT or other related IT/health field.
Information Technology Infrastructure Library (ITIL) V3 certification.

Responsibilities

Define, document, agree, monitor, measure, report and review the level of IT services provided.
Provide and improve relationship and communication with the business and customers.
Ensure that specific and measurable targets are developed for all IT services.
Monitor and improve customer satisfaction with the quality of service delivered.
Monitor service performance against Service Level Agreements.
Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered.
Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so.
Designing Service Level Agreement frameworks.
Determine, document and agree on requirements for new services and produce Service Level Reports.
Review and revise underpinning agreements and service scope.
Produce service reports and ensure all reports are available for later use.
Conduct service reviews and instigate improvements within overall Service Improvement Plan.
Ensuring Service Measuring activities are included in relevant ITIL processes.
Ensuring Service Measuring roles are taken to deploy Service Measuring activities.
Work closely with Continual Service Improvement (CSI) process owner.
Defines and reports on Key Performance Indicators (KPIs), applying CSI activities to produce winning KPIs.
Making recommendations for Service Improvement Plans (SIPs).
Ensuring the Service Measurement process is performed as designed.
Developing a Service Measurement model for the role of Service Reporting Manager.
Ensuring the Service Measurement process is fit for purpose.
Ensuring process description meets objectives.
Sponsorship, design, and CSI of the process and its metrics.
Following the organization's policies relating to employment.
Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards.
Complies with governmental and accreditation regulations.
Builds positive relationships with managers and staff in all areas.
Prioritizes and responds promptly to needs of the customer.
Recognizes opportunities for service recovery and acts to resolve issues.
Other duties and projects as assigned and in a timely fashion.
Adheres to the Medical Center's Organizational Competencies and Standards of Behavior.