Manager, IT Service Delivery

PIH Health•Whittier, WA

About The Position

The Manager, IT Service Delivery is responsible for overseeing key functions within the IT department that ensure the delivery of high-quality service to end users. This role involves ensuring effective L2/3 support, hardware standards, mobile device management, and timely refresh cycles. The manager will oversee ITSM process improvements and ServiceNow enhancements, prioritizing automation and self-service tools to streamline workflows and reduce manual efforts. A key aspect of this role is aligning IT processes with ITIL best practices, ensuring enterprise monitoring, disaster recovery planning, and change management practices are robust. The goal is to maintain reliable uptime, rapid recovery, and risk mitigation during system updates or disruptions. This includes managing escalations, maintaining strong stakeholder relationships, and balancing service continuity, compliance, and business needs. The manager will resolve high-impact service disruptions and complex end-user technology issues, identify root causes, and coordinate cross-team solutions, implementing long-term strategies to prevent future incidents. Additionally, the role focuses on identifying inefficiencies in ITSM processes, including gaps in incident, change, and problem management, and streamlining workflows to improve response times and service quality. Addressing issues related to 24x7x365 monitoring and disaster recovery, optimizing monitoring coverage, and ensuring robust disaster recovery processes are also critical. Proactive engagement with stakeholders to resolve critical issues and maintaining service continuity while aligning IT support with business needs are essential.

Requirements

Effective L2/3 support
Hardware standards
Mobile device management
Timely refresh cycles
ITSM process improvements
ServiceNow enhancements
Automation and self-service tools
ITIL best practices
Enterprise monitoring
Disaster recovery planning
Change management practices
Reliable uptime
Rapid recovery
Risk mitigation
Stakeholder relationship management
Service continuity
Compliance
Business needs alignment
Root cause analysis
Cross-team solutions coordination
Long-term strategy implementation
Incident management
Change management
Problem management
24x7x365 monitoring
Disaster recovery processes optimization

Nice To Haves

Talking or hearing essential to communicate with patients and staff
Excellent communication skills; read, speaks, and writes English fluently
Bilingual skills

Responsibilities

Oversee L2/3 support, hardware standards, mobile device management, and timely refresh cycles.
Oversee ITSM process improvements and ServiceNow enhancements.
Prioritize automation and self-service tools to streamline workflows and reduce manual efforts.
Align IT processes with ITIL best practices.
Ensure enterprise monitoring, disaster recovery planning, and change management practices.
Maintain reliable uptime, rapid recovery, and risk mitigation during system updates or disruptions.
Manage escalations and maintain strong stakeholder relationships.
Balance service continuity, compliance, and business needs.
Resolve high-impact service disruptions and complex end-user technology issues.
Identify root causes and coordinate cross-team solutions.
Implement long-term strategies to prevent future incidents.
Identify inefficiencies in ITSM processes, including gaps in incident, change, and problem management.
Streamline workflows to improve response times and service quality.
Address issues related to 24x7x365 monitoring and disaster recovery.
Optimize monitoring coverage and ensure robust disaster recovery processes.
Proactively engage with stakeholders to resolve critical issues.
Maintain service continuity and align IT support with business needs.