IT Service Manager

IT Service Management Leader

This employee leads and enhances IT service operations by optimizing ITIL-based processes, ensuring service continuity and driving continuous improvement across the enterprise. The employee oversees 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.

Job Functions

• Leads day-to-day IT service operations with a strong focus on availability, performance, and reliability of critical healthcare IT services
• Administers and optimizes the OpenText SMAX platform including workflows, service portals, ticketing, knowledge management, automation, and reporting
• Manages and maintains OpenText UCMDB, ensuring accurate configuration items (CI) data, relationship mapping, discovery, and impact analysis
• Oversees ITIL processes such as Incident, Problem, Change, Request Fulfillment, Asset & Configuration Management, and Knowledge Management
• Ensures compliance with healthcare regulatory requirements (e.g., HIPAA, SOC2, HITRUST), maintaining high standards of security, privacy, and data integrity
• Ensures timely and regular communications to various stakeholders including senior executives during a major incident or for any changes that could impact business
• Identifies gaps in service delivery and drive initiatives to improve efficiency, user experience, and service quality
• Develops and maintains ITSM policies, procedures, SLAs, KPIs, and governance frameworks
• Leads automation initiatives utilizing SMAX and UCMDB capabilities to reduce manual workload and streamline processes
• Conducts root cause analysis (RCA) and implement corrective actions for recurring issues
• Collaborates closely with application, infrastructure, security, service delivery, business analytics and business stakeholders to ensure seamless service delivery
• Coordinates with vendors and service providers to ensure efficient support, upgrades, and platform enhancements
• Communicates service performance, IT Scorecard, risks, and improvement plans to leadership through dashboards and reports

Education

• Bachelor's Degree Required

Work Experience

• 10+ years of IT Service Management, preferably within healthcare, hospitals, or healthcare services, Required
• Leading service delivery teams and working in complex, multi-vendor environments, Required
• Demonstrated success improving IT services, maturing ITIL processes, and driving operational excellence, Required
• Strong hands-on OpenText SMAX (administration, workflows, catalogs, automation, UX customization), Required
• Proven OpenText UCMDB including discovery, CI lifecycle management, mapping, and integrations, Required
• Implementation for SMAX and UCMDB will be given preference
• Automation tools, scripting languages, or workflow engines, Preferred
• Cloud infrastructure (Azure) and modern monitoring tools, Preferred

Knowledge, Skills, and Abilities

• Strong analytics and problem-solving
• Excellent communication and stakeholder engagement
• Lead cross-functional initiatives and influence without authority
• Highly organized, detail-oriented, and proactive
• Customer-focused mindset with a passion for service excellence
• Solid understanding of ITIL v3/v4 practices working within an ITSM framework
• Integrations between SMAX/UCMDB and other enterprise systems (e.g., monitoring, cloud platforms, asset management tools)
• Familiarity with healthcare technology environments and regulated IT landscapes

Licenses and Certifications

• ITIL Foundation or Intermediate certification, Preferred
• OpenText SMAX or UCMDB professional certifications, Preferred