IT Service Delivery Manager

University of Maryland Emergency Medicine•Baltimore, MD

13h•$103,700 - $155,500

About The Position

Reporting to the SOM and FPI Chief Information Officers, the IT Service Delivery Manager leads and coordinates the delivery of Information Technology support in accordance with service level standards and business requirements. The position is responsible for developing IT service delivery solutions, developing and managing the resource model to consistently and uniformly deliver IT support services to all client groups, and setting program objectives to meet the short- and long-term goals and metrics of FPI and the SOM. In the course of performing job duties, the IT Service Delivery Manager will apply expert subject matter knowledge to manage staff activities in solving the most complex business/technical issues within established policies, standard operating practices and performance targets. This position is responsible for the delivery of end-user IT Support across FPI and the SOM as established under formal Service Level Agreements between the two organizations; as well as collaborating and working effectively with other UM IT groups. The IT Service Delivery Manager shall continually monitor and analyze support services provided by the FPI/SOM IT Service Center and to identify emerging trends, opportunities for improvement, and modeling of service expansion to new client groups. The goals of the FPI/SOM Service Center are represented in the UM Medicine Network Vision document.

Requirements

Bachelor’s degree from an accredited college or university with a major in network services, information systems, computer science, accounting or a related field or equivalent work experience
Two years’ hands on experience as a supervisor, manager or as a technology project implementer and leader
Four to six years of full time experience in a service delivery setting, at least two of which involved healthcare and/or financial management systems applications
Knowledge of the following technical environments: Microsoft Infrastructure including, but not limited to: Microsoft Active Directory, Microsoft Exchange, Microsoft SharePoint, Microsoft Office Suite, Computer Networking terminology, EpicCare, GE Centricity, Helpdesk Application systems and processes (Service Pro knowledge a plus)
Experience with Call Center Technologies
A” level player who exhibits leadership characteristics including Integrity, Initiation, Self-Motivation, Anticipation, Excellent Communication Skills, Adaptability, Dedication to Constant Improvement

Nice To Haves

Service Pro knowledge a plus

Responsibilities

Manages IT Service Delivery staff including consultation on performance evaluations, hiring, and disciplinary responsibilities.
Ensures service team compliance to established service levels and provides reporting on adherence and support trends.
Establishes and documents support policies, guidelines, and procedures to ensure consistent problem resolution steps across all service technicians and in alignment with Service Delivery initiatives.
Performs staff scheduling to ensure IT Service Delivery coverage during established business hours and after hours on-call support.
Monitors IT Service Delivery tickets and follows up with assigned personnel to ensure timely resolution of problems.
Invokes problem escalation procedures to Tier 3 support.
Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found and documents support knowledgebase accordingly.
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
Defines expectations / approves plans for service improvement, problem remediation and resolution. Review the reports associated with the plans to ensure timelines, accuracy and control.