Manager – IT Service Management

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Lead and provide support for ITIL-based service management practices within a mid-to-large scale organization.

• Oversee and enhance Incident, Problem, Change, Knowledge, Service Catalog, and associated ITSM processes.

• Uphold ITSM policies, procedures, standards, and governance routines.

• Monitor, analyze, and report on KPIs, SLAs, OLAs, dashboards, and service performance metrics.

• Coordinate root cause analysis, process evaluations, service assessments, and ongoing service improvement initiatives.

• Assist in the cross-functional adoption of ITIL best practices alongside process owners and operational teams.

• Organize workshops, training sessions, and stakeholder forums.

• Utilize data, governance routines, and performance insights to enhance service quality and reliability.

• Ensure alignment of service management practices with organizational priorities, risk factors, audit requirements, and operational objectives.

• Offer guidance and support to team members, process owners, and cross-functional contributors.

• Act as an escalation point for service management challenges, process exceptions, governance inquiries, and stakeholder issues.

⛳️ Requirements

• Bachelor's degree or equivalent experience is necessary.

• A minimum of 6 years of related experience is required.

• At least 3 years of supervisory experience is essential.

• A degree in Information Technology, Computer Systems Analysis, or Management Information Systems is preferred.

• PMP certification is preferred.

• Proven knowledge of healthcare industry regulations, policies, and procedures is essential.

• Demonstrated familiarity and experience with business stakeholders and leaders, as well as IT project planning, delivery, and execution using both Traditional and Agile SDLC methodologies.

• Experience with VSTS, Jira, and/or other team/project collaboration tools is a plus.

• ITIL® 4 Foundation Certification is required; advanced ITIL certifications are preferred.

• Proven success in implementing, governing, and enhancing ITSM practices in mid-to-large, complex, or matrixed organizations.

• Strong experience with Incident, Problem, Change, Knowledge, Service Catalog, and continual improvement processes.

• Experience in constructing and interpreting operational metrics, KPIs, SLAs, dashboards, and reporting.

• Strong analytical, problem-solving, and root cause analysis capabilities.

• Excellent facilitation, communication, training, and stakeholder engagement skills.

• Strong leadership, collaboration, prioritization, and time management skills.

• Ability to work within and lead a team.

• Ability to formulate, document, and propose new policies and procedures.

• Willingness to travel as required by business needs.

• Capability to lift up to 50 lbs.

🏝️ Benefits

• Remote work arrangement.

• Opportunities for personal and professional development.

• On-call availability may be necessary.

• Travel may be required based on business needs.