Information Technology Service Delivery Manager - VanderHouwen : Job Details

ESSENTIAL FUNCTIONS AND POSITION ACCOUNTABILITIES

• Develops, implements, and maintains ITSM within the IT organization. Implements and monitors progress and performance of ITSM and uses best practices, research, data analysis, process development and program/project management. Develops and maintains project plan for service delivery.
• Configures, customizes, and manages the current service management software (Atera). Develops custom forms, workflows, reports, dashboards, and API integrations. Oversees the process to ensure the data is imported and synced with related systems.
• Manages the vendor relationship, support, and contract for service management software and associated tools.
• Leads cross organizational teams and works with various IT and business groups toward solutions for the betterment and efficiency of IT services. Defines and collaborates with service owners to ensure that IT is fully capable of supporting a broad range of services and technologies. Empowers team members through effective communications, coaching, guidance, technical training and mentoring.
• Develops and maintains an IT Service Catalog including service descriptions, service matrixes, operating procedures and metrics. Maps service owners, dependencies, and asset relationships.
• Identifies ITSM and process-related organizational changes and provides recommendations.
• Maintains and manages the IT integrated incident response plan. Maintains associated procedures and workflows and is accountable for the managing IT incidents.
• Establishes, measures, and reports on measures and performance indicators related to services, processes, operations, and delivery. Creates ITSM metrics and key performance indicators and identifies actions that should be considered based on those items.
• Creates and maintains standard processes and documentation to facilitate repeatable and reliable service activities across IT.
• Develops, recommends, implements, and monitors policies, procedures, and workflow. Ensures compliance with approved policy and procedures and escalates customer issues when necessary to service owners and senior leadership.
• Responsible for managing operations associated with ITSM process improvement initiatives and leads identified ITSM process improvement projects.
• Consults on ITSM and process-related topics in an operational and project context. Provides topical expertise in ITSM, process improvement and quality management.
• Communicates and champions ITSM and process improvement initiatives within the IT division and across the company.
• Keeps abreast of industry standards, recommendations, and guidelines in the area of ITSM and ITIL and technology tools that could assist IT's efforts.
• Establishes and maintains appropriate working relationships with colleagues, customers and users to propagate and champion policies and procedures governing IT efforts.
• Participates and provides input to the IT Strategy and Product roadmap
• Participates in professional development activities, in cross-functional projects and activities and in ITSM professional organizations.
• Performs miscellaneous job-related duties as required.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in information technology or related fields or an equivalent combination of education and experience
• Minimum 7 years of experience developing information technology business process, managing information technology projects and/or programs.
• Experience working in a cross-functional role in a technology unit of an health care provider or similar organization
• Experience designing, developing, and implementing ITIL or similar framework systems or processes.
• Experience leading an ITIL process implementation project.
• Experience administering, customizing, and using IT Service Center tools.
• Experience with change management, incident management, service desk, problem management, and service catalog.
• Experience in an information technology department that utilizes the ITIL framework.
• Knowledge of project lifecycle management and software development lifecycle.
• Knowledge of ITIL/ITSM process and practices.

PREFERRED QUALIFICATIONS

• ITIL Foundations or higher certification.
• Skill in gathering, analyzing, and synthesizing data; skill in effective paper and report writing, skill in effectively presenting statistical and narrative information to non-technical stakeholders or audiences.
• Skill in problem-solving, conflict resolution, negotiating and decision making; handling multiple competing priorities and projects simultaneously; staying organized and paying attention to detail.
• Skill in navigating and leading multi-discipline work teams in a matrixed staff structure; skill in working with a variety of individuals from diverse backgrounds.
• Demonstrated ability to work effectively with a diverse population, to cultivate an inclusive, diverse, and welcoming environment, and to treat all people equitably in a culturally competent manner.
• Ability to communicate and work effectively with colleagues, administrators, staff and third-party collaborators and vendors.
• Excellent written, interpersonal, organizational, and oral communication skills.
• Effective leadership, consulting, facilitation, consensus building, conflict resolution, and negotiation and team building skills.
• Knowledge of IT management tools and software licensing tools.
• Ability to explain technical concepts to audiences with a wide range of technical skills.
• Training or course work with focus on process improvement.