Source description
About the role
We are seeking an experienced IT Service Manager to oversee the delivery, performance, and continuous improvement of IT services supporting a healthcare organization. This role is critical to ensuring high availability, security, and compliance of systems that directly support clinical, administrative, and patient-facing operations.
The ideal candidate brings strong IT service management discipline, leadership skills, and experience operating in regulated environments where uptime, data protection, and responsiveness are essential.
Key Responsibilities
IT Service Delivery & Operations
Own the end-to-end delivery of IT services across clinical, operational, and corporate systems
Ensure consistent, reliable, and high-quality IT service performance aligned with business and patient care needs
Manage day-to-day IT operations, including incident, problem, change, and service request management
Serve as the primary escalation point for major incidents and service outages
ITSM & Process Governance
Implement and manage IT Service Management (ITSM) processes aligned with ITIL best practices
Establish and maintain service catalogs, SLAs, OLAs, and KPIs
Drive root-cause analysis and continuous improvement initiatives
Lead change management processes to minimize disruption to patient care and clinical workflows
Compliance, Security & Risk
Ensure IT services comply with healthcare regulations and standards (e.g., HIPAA, HITECH, SOC 2, HITRUST, as applicable)
Partner with Security, Compliance, and Privacy teams to safeguard PHI and sensitive data
Support audits, risk assessments, and regulatory reporting related to IT services
Vendor & Stakeholder Management
Manage relationships with third-party vendors, managed service providers, and technology partners
Oversee vendor performance against SLAs and contractual obligations
Collaborate closely with clinical leadership, operations, and executive stakeholders
Translate business and clinical requirements into service delivery improvements
Team Leadership & Development
Lead, mentor, and develop IT service desk and operations teams
Promote a culture of accountability, customer service, and continuous improvement
Ensure appropriate staffing, training, and coverage for critical systems
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