IT Service Manager

Position Title:

Department:

Job Description:

The IT Service Manager II is responsible for the overall coordination of all of the Service Management processes, measuring the performance and compliance to targeted service levels ensuring the quality and availability of critical OU Health IT services. This position also serves as representative and point of escalation for ETS customers.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Development, refinement, and maintenance of the ITIL based service management processes and their enabling toolsets

• Planning and managing the continued enablement of core Service Management processes on OU Health supporting systems

• Ensuring the complete logging, prioritization, response and tracking of all IT service requests, interruptions or changes

• Coordinating interaction and integration between OU Health’s other core service management processes

• Producing management escalation and performance information on a regular basis

• Identification and management of Major Incidents or Changes affecting critical OU Health services or impacting patient safety

• Serve as ETS point of contact for OU Health Operations for escalation of service interruptions or requirements

General Responsibilities

• Performs other duties as assigned.

Minimum Qualifications

Education Requirements: Bachelor’s Degree required.

Experience Requirements:

• 3-5 years of experience working in IT Service Management, managing, measuring and reporting on ITIL service management processes on a ServiceNow platform.

• Experience in implementing and maturing ITIL processes preferred.  Prior healthcare experience preferred.

License/Certification/Registration Requirements:

• Current version of ITIL Certification required.

• One or more ITIL Practice Manager certifications preferred.

Knowledge/Skills/Abilities Required:

• Knowledge of the implementation and maintenance of ITIL processes

• Ability and desire to mentor less senior Service Managers or those seeking to become Service Managers.

• Ability to drive priorities and manage change with a positive outcome

• Provide outstanding client service, meet high quality standards for services and meet or exceed client expectations. Proactive in seeking innovative ways in which to help others

• Strong proactive approach to problem-solving and resolution skills, takes initiative and uses good judgment, excellent follow-up skills

• Possesses strong and effective working relationships with all levels of OU Health representing ETS as a trusted point of contact and escalation.

• Excellent demonstrated interpersonal and communication skills (oral and written), professional demeanor and presentation

• High attention to detail, outstanding organizational skills and the ability to manage time effectively

• Position requires the ability to lead under pressure to address major issues, meet strict deadlines, effectively prioritize multiple tasks

• Drive policy to seek and identify confidential, sensitive, and proprietary information and maintain such information as confidential

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OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.