IT Service Manager

Lincare•Clearwater, FL

19h

About The Position

This employee leads and enhances IT service operations by optimizing ITIL-based processes, ensuring service continuity and driving continuous improvement across the enterprise. The employee oversees the design, implementation, and ongoing optimization of IT Service Management (ITSM) frameworks and platforms, with a primary focus on OpenText Service Management Automation X (SMAX) and Universal CMDB (UCMDB) to deliver robust configuration management and service excellence.

Requirements

10+ years of IT Service Management, preferably within healthcare, hospitals, or healthcare services, Required
leading service delivery teams and working in complex, multi-vendor environments, Required
Demonstrated success improving IT services, maturing ITIL processes, and driving operational excellence, Required
Strong hands-on OpenText SMAX (administration, workflows, catalogs, automation, UX customization), Required
Proven OpenText UCMDB including discovery, CI lifecycle management, mapping, and integrations, Required
Bachelor's Degree Required
Strong analytics and problem-solving
Excellent communication and stakeholder engagement
lead cross-functional initiatives and influence without authority
Highly organized, detail-oriented, and proactive
Customer-focused mindset with a passion for service excellence
Solid understanding of ITIL v3/v4 practices working within an ITSM framework
integrations between SMAX/UCMDB and other enterprise systems (e.g., monitoring, cloud platforms, asset management tools)
Familiarity with healthcare technology environments and regulated IT landscapes

Nice To Haves

Implementation for SMAX and UCMDB will be given preference
automation tools, scripting languages, or workflow engines, Preferred
cloud infrastructure (Azure) and modern monitoring tools, Preferred
ITIL Foundation or Intermediate certification, Preferred
OpenText SMAX or UCMDB professional certifications, Preferred

Responsibilities

Leads day-to-day IT service operations with a strong focus on availability, performance, and reliability of critical healthcare IT services
Administers and optimizes the OpenText SMAX platform including workflows, service portals, ticketing, knowledge management, automation, and reporting
Manages and maintains OpenText UCMDB, ensuring accurate configuration items (CI) data, relationship mapping, discovery, and impact analysis
Oversees ITIL processes such as Incident, Problem, Change, Request Fulfillment, Asset & Configuration Management, and Knowledge Management
Ensures compliance with healthcare regulatory requirements (e.g., HIPAA, SOC2, HITRUST), maintaining high standards of security, privacy, and data integrity
Ensures timely and regular communications to various stakeholders including senior executives during a major incident or for any changes that could impact business
Identifies gaps in service delivery and drive initiatives to improve efficiency, user experience, and service quality
Develops and maintains ITSM policies, procedures, SLAs, KPIs, and governance frameworks
Leads automation initiatives utilizing SMAX and UCMDB capabilities to reduce manual workload and streamline processes
Conducts root cause analysis (RCA) and implement corrective actions for recurring issues
Collaborates closely with application, infrastructure, security, service delivery, business analytics and business stakeholders to ensure seamless service delivery
Coordinates with vendors and service providers to ensure efficient support, upgrades, and platform enhancements
Communicates service performance, IT Scorecard, risks, and improvement plans to leadership through dashboards and reports