Mgr, IT Service Mgmt - IT Infrastructure - Full Time (On-site)

Guthrie Careers-posted 4 months ago
Full-time • Manager
Sayre, OK
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The Manager, IT Service Management plans and manages quality and strategy of IT Service Management throughout The Guthrie Clinic (TGC). This position involves ensuring the implementation of a modern IT Service Management (ITSM) framework and continuously improving service delivery processes to enhance efficiency and customer satisfaction. The Manager provides leadership of the TGC ITSM processes (change management, asset management, configuration management, incident management, knowledge management, problem management) and the overall CMDB in accordance with ITIL or industry best practices and framework as well as manages the disaster recovery and business continuity plans for IT. The Manager supports the Director of IT Service Delivery to achieve goals and priorities to define and implement policies, procedures and technical solutions that ensure interoperability, manage security risks, lower total cost of ownership and provide a platform for scalable future growth. The Manager will offer business rationale and perspective on technological problems and opportunities. This position will be a technology advocate throughout the organization for the effective application of technology to meet business needs and to support business changes and growth.

  • Plans and manages the activities of the IT Service Management department.
  • Develop and implement a modern ITSM framework, including processes for incident management, problem management, change management, asset management, configuration management, knowledge management and service request fulfillment.
  • Participates in TGC initiatives providing leadership and guidance on technology standards, implications, and investments to align service delivery with overall IT strategy and business objectives.
  • Anticipates and provides solutions for complex problems and issues, recommends upgrades and enhancements.
  • Drive continuous improvement initiatives by monitoring industry trends, maintains knowledge of developments in service management, CMDB, monitoring, operations, disaster recovery, business continuity planning and cloud computing.
  • Maintain current working knowledge of IT best practices and innovative solutions within both healthcare and industry.
  • Provides leadership to ensure appropriate technology use, standards and policies.
  • Benchmark, analyze, report on, and make recommendations for the improvement of IT service management, monitoring and operations systems.
  • Promotes the use of TGC’s PMO methodology and standards to manage IT initiatives.
  • Participates in the development and implementation of TGC’s business/disaster recovery plan.
  • Demonstrates commitment to customer service by providing responsive and effective support.
  • Manages relationships with hardware/software vendors and other suppliers of information systems.
  • Develops and monitors capital and operating budgets and three-year financial plan.
  • Develops and maintains policies and procedures and assures compliance with legal and regulative issues.
  • Balances resources to ensure that support services are effectively delivered.
  • Recruits and develops staff to create a high-performing IT Service Management organization.
  • Creates a team oriented, professional work environment providing the requisite challenges to retain talented IT professionals.
  • Preferred five to seven (5 to 7) years of experience in IT management and/or professional development in Information Technology management.
  • Highly experienced senior level information systems professional with a strong technical background.
  • Industry process certifications such as ITIL or Six Sigma preferred.
  • A track record of successfully implementing IT strategies at an enterprise level.
  • Strong knowledge of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.
  • Prior experience delivering high availability systems in a 24/7 environment.
  • Experience in service management, CMDB, monitoring, operations, disaster recovery, business continuity planning and cloud computing.
  • Demonstrated ability to facilitate evaluation of technologies and achieve consensus on technical standards.
  • High ethical and personal moral standards.
  • Demonstrated commitment to customer service.
  • A strong business orientation with the ability to balance good judgment with bottom-line business orientation.
  • Polished professional with demonstrated information technology experience and strong communication skills.
  • An innovative thinker who understands the practical application of technology.
  • Thoroughly understands hospital operations, anticipates needs, and pursues effective and efficient solutions.
  • Experience managing service level agreements in either an insourced or outsourced professional services operation.
  • Healthcare experience preferred.
  • Experience supporting end-user devices.
  • 401k
  • health_insurance
  • dental_insurance
  • vision_insurance
  • tuition_reimbursement
  • paid_holidays
  • flexible_scheduling
  • professional_development
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