Description

*Position Summary* Reporting to the SVP, Chief Information Officer, the Vice President of IT Service Management (VP, ITSM) is a key leadership role responsible for overseeing the design, implementation, execution, governance, and continuous improvement of IT Service Management (ITSM) capabilities across the environment. The successful candidate will lead enterprise-wide ITSM initiatives and manage service delivery performance across a complex ecosystem of internal teams and multiple managed service providers. This individual must bring deep ITIL expertise, a strategic mindset, and strong operational discipline to drive a high-performing, patient-focused, and outcomes-driven IT service environment. *Key Responsibilities* Strategic Leadership - Develop and lead the delivery system's ITSM strategy, ensuring alignment with clinical, operational, and business objectives. - Serve as a trusted advisor to the CIO and IT leadership team on service management maturity, governance, and performance. - Promote a service-oriented mindset and accountability across the IT organization and vendor partners. - Proven track record of value creation through improved service delivery, user experience and efficiency. ITSM Design & Governance - Define, establish, and evolve ITSM policies, standards, and workflows based on ITIL best practices. - Oversee and mature core ITSM processes including incident, problem, change, release, demand and request fulfillment, service catalog, and asset/configuration management. - Ensure continuous process improvement through metrics analysis, stakeholder feedback, and maturity assessments. Vendor Oversight & Service Integration - Lead the design and oversight of IT service processes provided by multiple managed service providers (MSPs). - Define and administer SLAs, OLAs, KPIs, and performance reporting for all MSPs and ensure adherence through regular operational reviews. - Establish and maintain an integrated Service Integration and Management (SIAM) framework to enable seamless service delivery across providers. Technology & Platform Management - Oversee the configuration, administration, and continuous improvement of ITSM platforms (e.g., ServiceNow). - Experience with information management and data integration within the ITSM platform, using diverse data integrations to ensure integrity of the CMDB and service mapping capabilities. - Drive automation, workflows and insights through the use of AI to improve efficiency, self-service adoption, and user satisfaction. - Partner with cybersecurity, application, clinical informatics, and infrastructure teams to ensure ITSM practices support enterprise risk, compliance, and resilience goals. Team Leadership & Organizational Development - Build, mentor, and lead a high-performing ITSM organization, including process owners, platform administrators, and service analysts. - Foster a culture of excellence, transparency, and continuous learning across the team and vendor ecosystem. - Champion end-user engagement and drive improvements in service experience and communication. - Lead transformation of teams toward agile methodologies and product-centric delivery models. *Preferred Qualifications* - Bachelor's degree in Information Technology, Computer Science, or related field (Master's preferred). - Minimum of 10 years in IT leadership roles with at least 5 years directly managing ITSM functions in large, complex organizations. - ITIL v4 Certification (Managing Professional or Strategic Leader track strongly preferred). - Proven experience implementing and managing ITSM in a multi-vendor managed service environment. - Deep understanding of ITSM platforms such as ServiceNow or equivalent, including administration and integration. - Strong leadership, communication, and change management skills, with the ability to influence at all levels of the organization. - Experience in implementing Service Integration and Management (SIAM) models. - Familiarity with IT compliance frameworks (e.g., HIPAA, NIST, HITRUST). - Agile and Lean process management knowledge. *Minimum Requirements* - Bachelor's Degree or 4 years of work experience above the minimum qualification - 7 years of experience