IT Service Manager - Remote option

Ou Health - Edmond, OK

Full-time - Mid Level

Remote - Edmond, OK

About the position

The IT Service Manager is responsible for overseeing the coordination of Service Management processes to ensure the quality and availability of critical IT services at OU Health. This role involves managing service requests, incidents, and changes, while driving efficiency and effectiveness in service delivery. The position requires collaboration with various IT teams and vendors, as well as the ability to produce performance reports and make recommendations for process improvements.

Responsibilities

• Development, refinement, and maintenance of ITIL based service management processes and 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 interfaces between OU Health's other core service management processes.
• Driving the efficiency and effectiveness of the designated or assigned service management processes.
• Producing management escalation and performance information on a regular basis.
• Monitoring the effectiveness of designated or assigned service management processes across OU Health IT and making recommendations for improvement.
• Identification and management of Major Incidents or Changes affecting critical OU Health services or impacting patient safety.
• Coordinating the effective delivery, responses, and resolutions with all OU Health IT technology teams and resources.
• Coordinating all service management interaction and delivery with OU Health providers and/or vendors.
• Serving as IT point of contact for escalation of service interruptions or requirements.
• Tracking and publication of all service management managed issues, changes, or requests through their initiation, updates, and delivery or resolution.

Requirements

• Bachelor's degree in information technology or related field required.
• Four (4) years of experience working in IT service management required.
• Experience in management and reporting of service management processes on a ServiceNow platform required.
• Experience in managing services within a hospital/healthcare environment preferred.
• ITIL Foundations Certification in ITIL v3 or ITIL4 or ITIL Practitioner Specialist preferred or ability to obtain within 36 months of hire date.

Nice-to-haves

• Knowledge of the implementation and maintenance of ITIL processes.
• Ability to shift priorities and manage change with a positive outcome.
• Proactive in seeking innovative ways to help others.
• Strong problem-solving and resolution skills, takes initiative and uses good judgment.
• Excellent 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.

Benefits

• PTO
• 401(k)
• Medical plans
• Dental plans
• Comprehensive benefits package