IT Service Delivery & End User Operations Manager
Scottish Rite for Children
Role Overview The Manager, IT Service Delivery & End User Operations provides strategic and operational leadership for enterprise IT support services across the health system. This role is responsible for leading end‑user support operations, IT service delivery governance, operational process maturity, and continuous improvement initiatives while ensuring reliable, secure, and high‑quality technology services for clinical and business operations. What You Will Do Lead enterprise IT support operations, establish accountability for service delivery performance, oversee incident, request, problem, and change management processes, and develop operational dashboards and KPI reporting. Why It Might Be a Fit This role requires strong leadership, analytical, organizational, and communication skills, as well as experience managing enterprise Help Desk/Desktop Support operations in complex environments and knowledge of IT Service Management (ITSM) principles. Requirements Bachelor’s degree in Information Technology, Healthcare Informatics, Business Administration, or related field (equivalent experience considered) Minimum of 5 years of progressive IT operations, service delivery, or end‑user support leadership experience Experience managing enterprise Help Desk/Desktop Support operations in complex environments Strong knowledge of IT Service Management (ITSM) principles, including Incident, Problem, Change, and Request Management Experience with ServiceNow or comparable ITSM platforms Strong analytical, organizational, leadership, and communication skills Experience leading operational process improvement and service optimization initiatives Benefits Healthcare technology support Operational readiness initiatives related to healthcare compliance, accreditation, and audit requirements Support for mission‑critical clinical and operational technologies High availability standards Automation initiatives to reduce manual operational workload #J-18808-Ljbffr Scottish Rite for Children
Vacancy posted 5 days ago
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