Position Overview

The IT Manager, Service Management is a full-time position with Atlantic Health System (AHS) leading the IT Service Management Team. The manager will ensure that the organization successfully implements and supports the ServiceNow application and associated processes which enable service delivery and efficient business operations for our integrated healthcare delivery network. The work is accomplished in a team environment and requires excellent management and communication skills with a high level of professionalism.

Essential Functions

Oversee the ServiceNow ITSM Platform, including system administration, enhancements, integration, upgrades, maintenance, and support. Serves as a leader for the development, documentation, implementation, and enforcement of Information Services and Support and IT service management policies, procedures, and processes. Supports ITSM program governance, provide monthly reporting, and oversee improvement initiatives. Responsible for the deployment of multiple IT practices that may include and not limited to Incident Management, Request Management, Problem Management, Change Management, Service Level Management, and Knowledge Management, Asset Management, Configuration Management. Provides management and oversight for direct reports and subordinate staff including staffing, development, performance management and all other Human Resources matters.  Recruits and retains talent and ensures supply of resources meets work demand and all teams are trained and compliant with regulations, policies, standards, and best practices.  Leads strategic initiatives, simultaneous projects, and major enhancements.  Ensures team complies with change control and project management best practices.  Executes on service and solution innovation to deliver new services, improve services, or lower cost.   Solves highly complex problems and develops solutions to tasks or projects which may be unique.  Complies with AHS customer service best practices. Works with customers to establish work priorities.   Participates in capital and operating budget planning. Monitors expenses and practices judicious use of resources.  Represents ISS at leadership and departmental meetings.  Manages multiple vendor relationships, support, and deliverables. Participates in the technology contract and procurement process.  Works with their team to analyze new functionality and recommend how it should be used to prioritize and implement requested changes to the system.  Responsible for the creation, distribution, and analysis of key performance indicators and metric reports. Available on a rotational basis as the Manager On-Call during off-peak hours to respond to escalation. Maintains current knowledge of industry trends and potential impact on the IT service business.