IT Service Delivery Lead - IT Planning and Governance

Health First Careers • Rockledge, FL

5d • Onsite

About The Position

The IT Service Delivery Lead is responsible for overseeing and managing the delivery of IT services to ensure they meet or exceed agreed-upon service levels and customer expectations. This role involves coordinating with various teams, managing service delivery processes, and implementing strategies to improve overall service quality. Additionally, the role includes a focus on technology delivery and problem management to address and resolve complex IT issues.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a relevant field.
• Five (5) years’ experience in healthcare or information technology OR Three (3) years’ experience in healthcare or information technology accompanied with an Epic certification.
• Advanced certification (e.g., PMP, Advance Scrum, LEAN Black Belt) in lieu of education.
• Proven ability in project management of IT initiatives or projects.
• Knowledge and expertise in service management, with a strong focus on problem management and resolution.
• Ability to drive continuous improvement initiatives and adapt to evolving IT landscapes.
• Strong problem-solving skills and a proactive approach to addressing service delivery challenges.

Nice To Haves

• Master’s degree in Business or Healthcare Administration, Information Technology, or a relevant field.
• One (1) year experience with Epic EMR Go-Lives OR Five (5) years’ experience in healthcare or information technology.
• Two (2) core Epic certifications prior to start date and maintained.
• Advanced IT certification prior to start date and maintained in lieu of education.
• Proficient in Microsoft Office – Outlook, Teams, Word, Excel, PowerPoint, etc.
• Understands Epic ego system and possible impact of changes to various applications.
• Understands governance structure for changes to ego system (CAB).
• Understands the Gold Star Program and leads the organization in obtaining highest level.
• Understands the Honor Roll Program and leads the organization in obtaining highest level.
• Savvy in Nova and can lead quarterly upgrades.
• Ability to collaborates well with others.
• Deep knowledge of Epic modules and how they interact with other systems.
• Ability to analyze complex processes, understand information systems, and use data to support design decisions.
• Ability and expertise in managing multiple projects, setting priorities, and adapting to changing work demands.
• Strong ability to communicate effectively with technical and non-technical stakeholders, build relationships, and foster collaboration across teams.

Responsibilities

• Manage and support IT projects related to technology and service delivery, including planning, execution, and post-implementation review.
• Monitor IT project budgets, ensuring financial targets are met and resources are utilized efficiently.
• Ensure projects are completed on time, within budget, and to the satisfaction of stakeholders.
• Lead cross-functional teams, providing guidance, support, and motivation to ensure project success.
• Lead the problem management process to identify, analyze, and resolve underlying issues impacting IT services. Develop and implement solutions to prevent recurring problems and minimize service disruptions.
• Evaluate and improve service delivery processes, methodologies, and tools. Implement best practices and identify opportunities for efficiency gains and enhanced service quality.
• Act as the primary point of contact for key Internal IT stakeholders and customers regarding service delivery matters.
• Address and lead the resolution of any service-related issues or escalations in a timely and effective manner.
• Ensure that all IT service delivery activities adhere to relevant regulatory requirements, industry standards, and internal policies. Identify and mitigate risks associated with service delivery.

Benefits

• Diversity and inclusion are essential for our continued growth and evolution.
• Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates.
• Different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results.
• It fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level