IT Service Manager

Job Overview: IT Service Manager

Summary:

The IT Service Manager plays a pivotal role in designing, implementing, and maintaining ITSM solutions that support critical healthcare operations-including patient care systems, clinical applications, and administrative workflows. This position ensures the reliability and performance of ITSM processes such as change, asset, configuration, incident, knowledge, and problem management, along with the overall CMDB, in alignment with ITIL and industry best practices. The engineer will collaborate across IT teams, vendors, and healthcare stakeholders to optimize service delivery and advocate for technology-driven improvements that support organizational growth and transformation.

• 5-7 years of experience managing ITSM processes and CMDBs in enterprise environments; healthcare sector experience is a plus

• Proven success in large, multi-tiered organizations with complex IT infrastructures

• Deep expertise in ITSM platforms (e.g., ServiceNow), including workflow, form, and report configuration

• Proficient in scripting and automation using JavaScript, PowerShell, Python

• Strong grasp of ITIL-based processes: change, asset, configuration, incident, knowledge, and problem management

• Experience architecting and deploying ITSM/ITAM solutions at scale

• Advanced reporting skills with tools like Power BI or Tableau

• Familiarity with web technologies (JavaScript, HTML, CSS) and REST/SOAP APIs

• Solid understanding of infrastructure components-servers, networks, storage, virtualization

• Hands-on experience with ticketing systems, CMDB, and change control

• Knowledge of healthcare IT systems (e.g., Epic, Cerner), cybersecurity, and clinical workflows

• Track record of delivering high-availability systems across distributed environments

• Ability to lead technical evaluations and build consensus across diverse IT teams

• Strong customer service orientation with a history of delivering high-value support

• Excellent communication skills and professional presence to build trust with stakeholders

🎓 Education:

• Bachelor's degree in Information Technology, Computer Science, Healthcare Administration, or a related field preferred

• Equivalent experience may be considered

Certifications:

• Preferred: ServiceNow Certified System Administrator, ITIL 4 Foundation

Key Responsibilities:

• Configure and maintain ITSM platforms to support core service management processes

• Design and refine workflows to improve service delivery and user experience

• Provide technical support for service desk operations in a healthcare setting

• Develop automation scripts and integrations with clinical and infrastructure systems

• Manage change control processes to mitigate risk and ensure policy alignment

• Maintain accurate IT asset inventories and ensure licensing compliance

• Collaborate with internal teams and external vendors to implement ITSM solutions

• Build dashboards and reports to monitor performance and ensure SLA adherence

• Create documentation and deliver training on ITSM tools and practices

• Coordinate with vendors to ensure platform upgrades and SLA compliance

• Stay informed on emerging ITSM trends and evaluate their applicability

• Solve complex technical challenges and present solutions to diverse audiences

• Promote standardized project management practices across IT initiatives

• Deliver exceptional customer service and build strong relationships across departments

• Perform additional duties as needed