The Manager of IT Shared Services is responsible for managing the IT services that support the IT department.  This leader’s scope of responsibility includes managing IT Finance, IT Service Management, Desktop Support, and IT Helpdesk liaison.  This is a critical role in aligning IT Services with stakeholders such as Supply Chain, Finance and HR.  This role will focus on improving the quality and consistency of the delivery of IT services across the health system.  The Sr. Manager will contribute to service strategy, design, operations, and measurement of the overall effectiveness of IT Shared Services.

SHIFT AND SCHEDULE

Full Time: 8:00 AM – 5:00 PM

ESSENTIAL FUNCTIONS/PERFORMANCE EXPECTATIONS

• Prepare monthly Finance reviews for senior leadership, which includes review of capital and operational expenditures monthly
• Responsible to work with the management team in developing capital and operational annual budgets, including hardware refresh budgets for critical IT assets
• Responsible for training IT leadership team using budgeting and TCO templates and processes
• Responsible for assessing core IT practices leveraging the ITIL/CobIT frameworks, and developing an IT Service Management roadmap
• Leads, and is the primary liaison with our MSP managing and maturing the capabilities, workflows, and automation of our ITSM platform to ensure optimal service performance and governance controls are in place
• Responsible and oversees the foundational ITIL processes, including Change, Incident, Problem, Configuration, Service Request Management practices
• Will develop and manage the ITAM (IT Asset Management) processes, including procurement, inventory mgmt., lifecycle mgmt., and disposal of all IT assets
• Ensure project delivery leverages and adheres to PMO methodologies and practices
• Make process decisions, ensuring service delivery meets the desired outcomes of IT’s customers
• Provides consulting and guidance developing service catalogs for IT, HR, Marketing and Communications
• Manages relationship with IT Helpdesk MSP. Ensures SLAs are met and addresses opportunities and recommendation with IT leadership and the MSP
• Responsible for developing and maturing the Knowledge Base Management processes
• Ensures all services delivered by the OCIO, are monitored, measured, and provides recommendation for process improvements
• Ensures ITSM services are well-documented, including process diagrams and procedural documentation
• Provide guidance, leadership, and mentoring to IT Managers related to ITIL processes, includes development, transition, and operations around service delivery
• Manage outside vendors and contractors to ensure performance expectations, customer satisfaction, and compliance with Midland Health policies.

EDUCATION AND EXPERIENCE

• Bachelor’s degree required in computer science, information systems, business administration or related field. Advanced degree in related field desirable.
• Seven or more years of total experience in IT and business/industry, including three years of leadership responsibilities
• Three or more years of relevant experience, including, managing multiple, large, cross-functional teams or projects, and influencing senior-level management and key stakeholders
• Demonstrated experience implementing ITSM tools / platforms
• Strong knowledge of information technologies used in a hospital setting preferred
• Knowledge of the IT driven regulatory compliance requirements pertinent to healthcare providers
• Excellent Analytical and problem-solving skills.
• Excellent communication, written and verbal

PHYSICAL REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to:

• Stand, walk, sit, stoop, reach, lift, see, speak and hear. Lifting is limited to 35 lbs. for clinical staff and to 50 lbs. for non-clinical staff. The individual must use an assisted-lift device or get another individual(s) to assist with the lift that is over these maximum limits.