ITSM System Manager

Children’s Hospital of Philadelphia • Philadelphia, PA

1d • Hybrid

About The Position

Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career.

A Brief Overview
The ITSM Manager oversee all aspects of our IT service management (ITSM) processes, ensuring alignment with industry best practices (ITIL, etc.).
Demonstrates expert understanding of change management, data classification and asset management concepts.
Demonstrates expert knowledge of IT service support procedures, the software development life cycle (SDLC), quality and business continuity management best practices.
Provides exceptional customer service to all business areas to assist in the delivery of DTS (IT) Service Management & Continuity Office (ITSM) services.
Leads the support of ITSM processes including, but not limited to, incident management, problem management, root cause analysis, and change management, knowledge.
This role will work approximately 90% remote, 10% on site at our Milbourne, PA Service and Logistics Center location on an as needed basis.

Requirements

• Bachelor's Degree - Required
• At least five (5) years experience in IT service management - Required
• Possess a strong understanding of ITSM principles and methodologies, particularly ITIL. (Required proficiency)
• Proven experience in leading and motivating teams, fostering a collaborative and results-oriented environment. (Required proficiency)
• Skilled communicator and negotiator, able to build strong relationships with stakeholders across all levels. (Required proficiency)
• Analytical problem solver with excellent decision-making and critical thinking skills. (Required proficiency)
• Tech-savvy individual with experience in a variety of ITSM tools and technologies. (Required proficiency)
• Passionate about healthcare and the role of technology in improving patient outcomes (Required proficiency)

Nice To Haves

• Experience in a healthcare setting - Preferred
• Experience working in a fast-paced, high-pressure environment. (Preferred proficiency)
• Familiarity with healthcare IT systems and regulations. (Preferred proficiency)
• Project management experience. (Preferred proficiency)
• IT Infrastructure Library Foundations (ITIL) - or any similar ITSM framework certifications - - Preferred

Responsibilities

• Manage and optimize the performance of our DTS service desk, ensuring timely resolution of incidents and requests.
• Develop and implement ITSM policies, procedures, and guidelines, fostering a culture of continuous improvement.
• Lead the implementation and integration of new ITSM tools and technologies, driving process automation and efficiency.
• Collaborate with other departments to understand their DTS needs and develop effective service solutions.
• Monitor and analyze key DTS service metrics, identifying areas for improvement and reporting on service performance.
• Manage a team of ITSM analysts, providing coaching, mentorship, and performance evaluations.
• Proactively identify and mitigate DTS risks, ensuring the security and reliability of our systems.
• Stay up-to-date on the latest ITSM trends and best practices, continuously seeking opportunities to enhance our service delivery.

What This Job Offers

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