Position Summary

Reporting to the SVP, Chief Information Officer, the Vice President of IT Service Management (VP, ITSM) is a key leadership role responsible for overseeing the design, implementation, execution, governance, and continuous improvement of IT Service Management (ITSM) capabilities across the environment. The successful candidate will lead enterprise-wide ITSM initiatives and manage service delivery performance across a complex ecosystem of internal teams and multiple managed service providers. This individual must bring deep ITIL expertise, a strategic mindset, and strong operational discipline to drive a high-performing, patient-focused, and outcomes-driven IT service environment.

Key Responsibilities

Strategic Leadership
- Develop and lead the delivery system’s ITSM strategy, ensuring alignment with clinical, operational, and business objectives.
- Serve as a trusted advisor to the CIO and IT leadership team on service management maturity, governance, and performance.
- Promote a service-oriented mindset and accountability across the IT organization and vendor partners.
- Proven track record of value creation through improved service delivery, user experience and efficiency.
ITSM Design & Governance
- Define, establish, and evolve ITSM policies, standards, and workflows based on ITIL best practices.
- Oversee and mature core ITSM processes including incident, problem, change, release, demand and request fulfillment, service catalog, and asset/configuration management.
- Ensure continuous process improvement through metrics analysis, stakeholder feedback, and maturity assessments.
Vendor Oversight & Service Integration
- Lead the design and oversight of IT service processes provided by multiple managed service providers (MSPs).
- Define and administer SLAs, OLAs, KPIs, and performance reporting for all MSPs and ensure adherence through regular operational reviews.
- Establish and maintain an integrated Service Integration and Management (SIAM) framework to enable seamless service delivery across providers.
Technology & Platform Management
- Oversee the configuration, administration, and continuous improvement of ITSM platforms (e.g., ServiceNow).
- Experience with information management and data integration within the ITSM platform, using diverse data integrations to ensure integrity of the CMDB and service mapping capabilities.
- Drive automation, workflows and insights through the use of AI to improve efficiency, self-service adoption, and user satisfaction.
- Partner with cybersecurity, application, clinical informatics, and infrastructure teams to ensure ITSM practices support enterprise risk, compliance, and resilience goals.
Team Leadership & Organizational Development
- Build, mentor, and lead a high-performing ITSM organization, including process owners, platform administrators, and service analysts.
- Foster a culture of excellence, transparency, and continuous learning across the team and vendor ecosystem.
- Champion end-user engagement and drive improvements in service experience and communication.
- Lead transformation of teams toward agile methodologies and product-centric delivery models.

Preferred Qualifications

- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
- Minimum of 10 years in IT leadership roles with at least 5 years directly managing ITSM functions in large, complex organizations.
- ITIL v4 Certification (Managing Professional or Strategic Leader track strongly preferred).
- Proven experience implementing and managing ITSM in a multi-vendor managed service environment.
- Deep understanding of ITSM platforms such as ServiceNow or equivalent, including administration and integration.
- Strong leadership, communication, and change management skills, with the ability to influence at all levels of the organization.
- Experience in implementing Service Integration and Management (SIAM) models.
- Familiarity with IT compliance frameworks (e.g., HIPAA, NIST, HITRUST).
- Agile and Lean process management knowledge.
 

Minimum Requirements

- Bachelor’s Degree or 4 years of work experience above the minimum qualification
- 7 years of experience