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
FAQs
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