Manager, IT Service Delivery

What you'll do

• Oversee all IT support delivery operations and field services for end-user computing and remote hands.
• Manage, mentor, and develop Tier 1–3 IT support teams to ensure effective technical issue resolution.
• Integrate AI-driven solutions, such as chatbots and predictive analytics, into the service delivery workflow.
• Drive the evolution of ITIL maturity by implementing modern ITSM practices and zero-touch automation.
• Define and report on ITIL-standard SLAs, KPIs, and OKRs to drive continuous improvement.
• Ensure clinical support across multi-site locations complies with cybersecurity standards and HIPAA regulations.
• Manage IT Asset Management (ITAM) systems and the departmental budget for hardware and vendor contracts.

What we're looking for

• 8-12 years of experience leading IT support operations within a healthcare organization.
• Experience managing support operations across a large volume of complex, multi-site medical practices (preferred).
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience, preferred).
• Proven track record of leading IT service desk transformations using AI, automation, and self-service strategies.
• Demonstrated experience with clinical support delivery across multi-site healthcare practices or hospital settings.
• Experience enforcing ITIL compliance standards; advanced certifications like ITIL 4 MP or ITIL v3 Expert are highly preferred.
• Experience with ITSM platforms such as ManageEngine or ServiceNow (strong plus).
• Experience with Oncology support operations, HDI-SCM, Lean Six Sigma, or CPHIMS certifications (preferred).