Manager, IT Service Delivery

Cardinal Health

1d•$105,100 - $150,100•Remote

About The Position

Navista, a Cardinal Health company, empowers community oncology practices to deliver patient-centered cancer care through advanced support services and technology. Reporting to the Director of IT Operations, the Manager, IT Service Delivery and Field Services oversees IT support delivery operations and field services, including end-user computing (EUC), remote hands services, and Tier 1–3 support teams. The role focuses on delivering a high-quality digital employee experience and aligning support operations with the needs of oncology and clinical environments. The manager will lead the transformation of IT service delivery toward advanced ITIL maturity by applying AI, automation, and modern IT service management practices. The position partners with clinical and business leaders, develops support teams, improves service performance, and ensures that services meet cybersecurity and healthcare regulatory requirements. It also oversees IT asset and service management systems, departmental budgets, and vendor contracts. Travel to regional clinical sites may be required up to 20% of the time, and the role is available 24x7 for major incident escalation and critical support resolution.

Requirements

8–12 years of experience leading IT support operations within a healthcare organization.
Track record of leading IT service desk transformations, including implementing AI, automation, and self-service strategies in a complex, multi-site environment.
Demonstrated emphasis on clinical support delivery across multi-site healthcare practices or in a hospital setting.
Experience working within and enforcing ITIL compliance standards.
Ability to travel up to 20% of the time to regional clinical sites.
Availability 24x7 for major incident escalation and critical support resolution.
Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or an equivalent combination of education and relevant professional experience is preferred.

Nice To Haves

Experience managing support operations across a large volume of highly complex, multi-site medical practices.
ITIL 4 Managing Professional (MP), ITIL v3 Expert, or similar advanced ITIL certification.
Experience with ITSM platforms such as ManageEngine or ServiceNow.
Direct experience with oncology support operations.
HDI-SCM, Lean Six Sigma, or CPHIMS certification.

Responsibilities

Lead and manage IT support delivery operations and field services, including end-user computing and remote hands services.
Manage, mentor, and develop Tier 1–3 IT support teams to ensure prompt and effective resolution of technical issues.
Partner with clinical and business leaders and drive organizational change management to encourage adoption of new IT services, self-service tools, and automated workflows.
Lead the integration of AI-driven support solutions, such as chatbots, predictive analytics, and AIOps, as well as zero-touch automation.
Advance ITIL team maturity and champion modern ITSM practices to provide efficient service to clinical teams.
Define, track, and report ITIL-standard SLAs, KPIs, and OKRs, promoting continuous improvement.
Ensure high-quality clinical support across multi-site practices and hospital settings, minimizing downtime and optimizing clinical workflows.
Ensure end-user computing, remote hands services, and support protocols comply with internal cybersecurity standards and healthcare regulations, including HIPAA.
Oversee IT Asset Management (ITAM) and IT Service Management (ITSM) systems and processes.
Manage the departmental budget, including CapEx and OpEx for end-user hardware, ITSM/ITAM platforms, and external vendor contracts.