IT Service Manager

Position Summary

The IT Service Manager will lead and enhance IT service operations by optimizing ITIL-based processes, ensuring service continuity, and driving continuous improvement across the enterprise. This role will oversee the design, implementation, and ongoing optimization of IT Service Management (ITSM) frameworks and platforms, with a primary focus on OpenText Service Management Automation X (SMAX) and Universal CMDB (UCMDB) to deliver robust configuration management and service excellence.

Required Qualifications

• Solid understanding of ITIL v3/v4 practices and experience working within an ITSM framework.
• Knowledge of integrations between ITSM and CMDB and other enterprise systems (e.g., monitoring, cloud platforms, asset management tools).
• Implementation experience for ITSM and CMDB solutions.
• Familiarity with healthcare technology environments and regulated IT landscapes.

Professional Experience

• 10 years of IT Service Management experience, preferably within healthcare, hospitals, or healthcare services.
• Experience leading service delivery teams and working in complex, multi-vendor environments.
• Demonstrated success improving IT services, maturing ITIL processes, and driving operational excellence.

Preferred Qualifications

• ITIL Foundation or Intermediate certification.
• OpenText SMAX or UCMDB professional certifications.
• Experience with automation tools, scripting languages, or workflow engines.
• Knowledge of cloud infrastructure (Azure) and modern monitoring tools.
• Strong hands-on experience with OpenText SMAX (administration, workflows, catalogs, automation, UX customization).
• Proven expertise in OpenText UCMDB including discovery, CI lifecycle management, mapping, and integrations.

Key Responsibilities

Service Management & Operations

• Lead day-to-day IT service operations with a strong focus on availability, performance, and reliability of critical healthcare IT services.
• Administer and optimize the OpenText SMAX platform including workflows, service portals, ticketing, knowledge management, automation, and reporting.
• Manage and maintain OpenText UCMDB, ensuring accurate configuration items (CI) data, relationship mapping, discovery, and impact analysis.
• Oversee ITIL processes such as Incident, Problem, Change, Request Fulfillment, Asset & Configuration Management, and Knowledge Management.
• Ensure compliance with healthcare regulatory requirements (e.g., HIPAA, SOC2, HITRUST), maintaining high standards of security, privacy, and data integrity.
• Ensure timely and regular communications to various stakeholders including senior executives during a major incident or for any changes that could impact business.

Continuous Improvement

• Identify gaps in service delivery and drive initiatives to improve efficiency, user experience, and service quality.
• Develop and maintain ITSM policies, procedures, SLAs, KPIs, and governance frameworks.
• Lead automation initiatives utilizing SMAX and UCMDB capabilities to reduce manual workload and streamline processes.
• Conduct root cause analysis (RCA) and implement corrective actions for recurring issues.

Stakeholder & Vendor Management

• Collaborate closely with application, infrastructure, security, service delivery, business analytics and business stakeholders to ensure seamless service delivery.
• Coordinate with vendors and service providers to ensure efficient support, upgrades, and platform enhancements.
• Communicate service performance, IT Scorecard, risks, and improvement plans to leadership through dashboards and reports.