We are seeking a highly skilled IT Operations Manager to support IT service management operations for our recent acquisitions, St. Mary's and St. Francis (SM/SF). This role will work closely with ITSM Director to manage day-to-day IT service operations, ensuring optimal service delivery, problem resolution, and process improvements across multiple hospital and clinic locations in the Bay Area.
Key Responsibilities:
IT Service Design & Delivery: Design, create, and deliver IT services to customers, ensuring seamless operations and optimal user experiences.
Incident & Request Management: Handle incidents, service requests, problems, and change management to maintain IT service stability.
Policy & Compliance: Develop and implement IT policies and procedures while ensuring compliance with IT regulations.
IT Service Management & Optimization: Manage and support IT service delivery, optimizing processes to enhance efficiency and customer satisfaction.
Team Leadership & Collaboration: Lead and manage IT teams while collaborating with business departments to align IT services with organizational goals.
Performance Monitoring & Reporting: Track IT service performance, generate reports, and identify opportunities for improvement.
Digital Transformation & Innovation: Drive digital innovation initiatives to enhance IT service capabilities and user experience.
Project Management & Consulting: Serve as an IT project manager and consultant to business department leaders to ensure IT solutions meet business needs.
Required Qualifications:
Hospital IT Experience - Must have prior experience working in hospital or healthcare IT environments.
Strong Customer Experience Skills - Ability to manage customer interactions, ensuring high-quality service delivery and satisfaction.
Problem-Solving Expertise - Strong analytical and troubleshooting skills to identify and resolve IT service issues efficiently.
Nice-to-Have (Preferred but not Required):
ServiceNow Experience - Experience with ServiceNow ITSM platform is a plus.