IT Service Manager

IT Service Management Leader

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.

Job Functions

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