IT Service Delivery Manager

Job Description

Job Description

POSITION SUMMARY:

The IT Service Delivery Manager reports to the Senior Manager, Platform & Infrastructure and is responsible for the operational delivery of IT support services across all Nexus Health Systems facilities. This role directly supervises LAN Administrators who serve as the frontline helpdesk team for all clinical and administrative end users, and is expected to bring genuine technical depth: personally resolving complex support issues, minimizing escalation to senior engineering staff, and routing to Tier 3 resources only when ticket scope clearly warrants it. Equally important, this role serves as the department's primary project management executor, receiving direction from the Senior Manager and owning end-to-end delivery of enterprise technology initiatives ranging from facility-wide WAP replacements and physical security upgrades to cross-departmental deployments requiring regulatory coordination with plant operations, city authorities, and fire marshal approval. The IT Service Delivery Manager is a polished, stakeholder-facing professional who represents Corporate IT to owners, C-suite leaders, and senior operational stakeholders, and is accountable for instilling executive confidence that the IT department can plan, communicate, and deliver on its commitments.

• Service

• Consistently supports and communicates the Mission, Vision, and Values of Nexus Health Systems
• Upholds the Standards of conduct and corporate compliance
• Demonstrates honest behavior in all matters. To the best of the employee’s knowledge and understanding,complies withall Federal and State laws and regulations.
• Maintains the privacy and security of all confidential and protected health information.Usesanddisclosesonly that information which is necessary to perform the function of the job.
• Adheres to all Nexus Health Systems policies on Health Insurance Portability and Accountability Act (HIPAA), designed to prevent or detect unauthorized disclosure of Protected Health Information (PHI)
• Collaborates effectively with colleagues and other departments to ensure seamless service delivery.
• Own the end-to-end delivery of IT services, ensuring alignment with organizational priorities, clinical workflows, and defined SLAs.
• Oversee and manage the IT helpdesk function, including ticket intake, prioritization, routing, escalation, andresolutionquality using the enterprise ITSM platform.
• Directly supervise LAN Administrators across all facilities, including hiring, onboarding, scheduling, performance management, and competency development.
• Serve as a hands-on escalation point, resolving complex technical issues and limiting unnecessary Tier 3 escalation.
• Monitor service performance metrics (SLAs, queue health, aging tickets) and implement corrective actions tomaintainservice reliability.
• Ensure high availability and rapid response for systemsimpactingdirect patient care (EHR, network, access systems).
• Manage endpoint lifecycle processes including procurement, deployment,refresh, and decommissioning.
• Promote a customer-first culture that reflects the urgency of healthcare delivery and patient care sensitivity.

• Excellence

• Lead IT service delivery in alignment with ITIL framework principles, including incident, problem, change, and service level management. [atlassian.com]
• Develop andmaintainstandard operating procedures (SOPs), service catalogs, and knowledge base documentation to improve first-contact resolution.
• Establish and enforce SLA accountability frameworks and performance standards.
• Identifyand implement continuous service improvement initiatives (CSI) based on trend analysis and root cause identification.
• Leverage automation tools (e.g., Power Automate, ITSM workflows) to streamline service delivery and reduce inefficiencies.
• Maintain an enterprise view of IT capabilities, dependencies, and risksimpactingservice delivery.
• Stakeholder Engagement & Executive Representation

• Serve as the primary IT service delivery representative to executive leadership, facility administrators, and operational stakeholders.
• Translate strategic priorities into structured delivery plans, executive communications, and reporting dashboards.
• Provide proactive risk communication, expectation management, and status updates.

• IT Project & Program Delivery

• Lead enterprise IT projects including infrastructure upgrades, wireless deployments, and security systems.
• Apply formal project management methodologies (e.g., PMP-based frameworks) to manage scope, timeline, risk, and budget.
• Coordinate with facilities, plant operations, vendors, and regulatory authorities for infrastructure-related projects.
• Maintain a project portfolio dashboard with risks, milestones, and resourceutilization.

• Patient Experience and Advocacy

• Ensure IT services are designed and delivered to minimize disruption to clinical care and patient experience, particularly for high-risk neurodevelopmental populations.
• Prioritize clinical-area support requests based on patient safety impact and care continuity.
• Collaborate with Clinical Informatics, Nursing, and Therapy teams to ensure technology supports behavioral, communication, and safety needs.
• Advocate for accessible, reliable, and user-centered technology solutions that enhance clinician efficiency and reduce cognitive load.
• Ensure rapid response to incidents affecting clinical systems, patient monitoring, or communication tools.

• Quality Assurance and Compliance

• Ensures all activities adhere to healthcare regulations and organizational policies.
• Participates in quality improvement initiatives to enhance service delivery.
• Promotes a culture of patient safety which results in the identification and reduction of unsafe practices.
• Ensure all IT servicescomply withHIPAA Privacy and Security Rules, including safeguards for confidentiality, integrity, and availability of ePHI.
• Enforce role-based access controls, authentication, and minimum necessary access principles.
• Support compliance with The Joint Commission, CARF, DNV, CMS Conditions of Participation, and state regulatory requirements (as applicable).
• Maintain audit-ready documentation, including access logs, incident reports, and system changes.
• Participate in and support risk assessments, security incident response, disaster recovery, and business continuity planning.
• Ensure vendor systems and integrations meet healthcare security and compliance standards.
• Support IT governance activities including asset inventory, software licensing compliance, and access management audits.

• Professional Growth and Continuing Education:

• Completes annual education requirements.
• Maintains competency, asevidencedby completion of competency validation requirements.
• Maintains competency and knowledge of current standards of practice, trends, and developments.
• Participates in relevant workshops, seminars, and continuing education courses to stay current with industry trends, healthcare regulations, and best practices.
• Maintain current knowledge of ITIL, healthcare IT standards, cybersecurity, and emerging technologies.
• Ensure team membersmaintainrequired competencies and certifications aligned with their role.
• Facilitate ongoing training, cross-training, and knowledge sharing across the IT support team.
• Promote a culture of continuous learning, accountability, and professional development.
• Support leadership development and succession planning within the IT service delivery team.

• Finance:

• Promotes stewardship of hospital resources while ensuring quality patient care.
• Support budget planning and cost management for IT service delivery operations.
• Exercise budget authority for operational decisions, escalating capital expenditures appropriately.
• Optimizevendor contracts and service agreements to ensure cost-effective, high-quality service delivery.
• Track and report on cost efficiency, resourceutilization, and service delivery performance metrics.
• Contribute to financial transparency by aligning IT services with organizational value and patient care outcomes.

• Performs other duties as assigned. (Standard for all JDs)

POSITION QUALIFICATIONS:

EDUCATION:

• Bachelor’s in Information Technology, Computer Science, or relatedfieldrequired.
• Equivalentcombination of education and experience may be considered.

EXPERIENCE:

• Minimum 5 years of progressive IT service delivery or support experience, including at least 2 years in a supervisory role.
• Minimum 3 years managing enterprise IT projects using formal project management methodologies.
• Experience in healthcare or hospital IT environmentstronglypreferred.
• Demonstrated experience managing multi-facility infrastructure implementations and clinical system support.
• Experience coordinating with Facilities, Plant Operations, and third-party vendors.
• Experience supporting EHR/EMR systems (e.g., Meditech) and clinical workflows.
• Experience with ITSM platforms and automation tools.

SKILLS:

• Strong leadership and team management capabilities with a focus on accountability and service excellence.
• Advanced knowledge of:
• Windows environments, Active Directory, Entra ID
• Microsoft 365 and Intune endpoint management
• LAN/WAN networking, wireless infrastructure, VLANs
• Proficiencyin IT service management (ITIL), SLA tracking, and service reporting.
• Expertisein project management tools (e.g., MS Project, Smartsheet) and executive-level reporting.
• Strong understanding of HIPAA requirements and healthcare IT compliance frameworks.
• Demonstrated ability to communicate effectively with C-suite and non-technical stakeholders.
• Skilled in root cause analysis, process improvement, and Lean methodologies.

LICENSURE/CERTIFICATION:

• Project Management Professional (PMP) or CompTIA Project+required(or obtained within18 monthsof hire).
• ITIL Foundation certification (or higher)stronglypreferred ; ITIL is the global best-practice framework for IT service management. [itil.com]
• Relevant certifications such as:
• CompTIA A+, Network+
• Microsoft 365 Endpoint Administrator
• Additionalcertifications in cybersecurity or healthcare ITare preferred.
• Mustmaintaincurrent certification in good standing during employment with this facility.