Manager IT Service Management

At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs. Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.

Discover why Cooper University Health Care is the employer of choice in South Jersey.

The Cooper Information Technology Department is looking for an IT Service Delivery Manager to help lead our Service Management team in improving user experience, streamline IT workflows, implement new features and products within Service Management such as AI innovations and a Strategic Portfolio Management solution, manage vendor relations with our Service Desk partner, and help ensure the success of our Epic Service Delivery team.  This position is responsible for gathering the needs and requirements of Cooper’s clinical and business users and aligning these with the services provided by the Information Technology Department. The IT Service Delivery Manager facilitates improved IT services for our business partners through continuous monitoring of IT Service Delivery performance and the development and implementation of improvement action plans. They lead setting and enforcing standards for IT practices and operations. They facilitate department wide oversight of established Service Level Agreements and performance metrics.  They are the product owner for IT Service Management Systems and will drive the planning and vision for that team to improve outcomes for all users of those systems

Develop and implement AI vision for IT Service Management systems

• Assess customer needs and requirements to direct IT solutions and service offerings.
• Gather customer information and feedback utilizing internal customer surveys, helpdesk surveys, direct customer communications. 
• Establish, monitor, and update IT Service Level Agreements and metrics.
• Facilitate improved IT processes, services, systems and operations through the development and implementation of necessary action plans.
• Monitor departmental performance and lead improvement efforts.
• Support the delivery of services within agreed Service Levels.
• Facilitate the definition and communication of department policies and procedures.  Oversees implementation of new policies and procedures and regular evaluation and improvement efforts. 
• Make recommendations on appropriate IT strategies and best practices to implement to surmount challenges and achieve set objectives.
• Communicate and promotes service standards for IT. Keeps IT informed of departmental performance and compliance.   Escalates challenges and issues in service delivery.
• Increase Organizational awareness related to the IT services provided.
• Provide detailed reports to organization on Service Level agreement performance and other performance metrics.
• Directly Manage staff supporting Information Technology Service Management Tools (ServiceNow, Planview, etc.), Service Delivery leads and Quality Assurance Analysts.
• Matrix Management of Application Service Delivery analyst in incident response, maintenance change requests, testing and general support of department needs.
• Develop knowledge sharing and cross training plans for Service Delivery team and direct staff.
• Manage Vendor relationships for 3rd parties providing helpdesk and other support services.  Monitor vendor performance, contract compliance and improvement processes.  Conduct contract negotiations
• Facilitate the proliferation and accuracy of the ITSM content including configuration items, application database and Standard Operating Procedures.
• Drive knowledge sharing through the development and continuous refinement of a Knowledge Database with the ITSM System.
• Product Manager driving effective use of IT Service Management systems.
• Conduct systems audits to identify compliance with standards, completeness of data, vendor compliance and performance, etc. 
• Carry out tests and troubleshooting to detect issues with an IT system.
• Manage the establishment of Quality Assurance best practices and standards
• Product Manager for automated testing tool, driving its effective use within the department. 

2-4 years

The ideal candidate will have ITIL Service Management experience within a health care environment.   Seasoned experience with ServiceNow or similar ITSM tool is preferred. 

2-4 years of ITSM admin experience desired 

Bachelors preferred

10-15 years of relevant Service Management experience required in lieu of Bachelors’ Degree

ITIL Certifications preferred

2-4 years’ experience in IT Service Management in a Health Care environment
2-4 years’ experience with ServiceNow or similar ITSM tool