St. Luke's Health System
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IHT Senior Process Manager
role at
St. Luke's Health System
St. Luke’s Health System is seeking a Senior IHT Process Manager to join our Enterprise Service Management (ESM) team.
The Senior IHT Process Manager is responsible for strategic leadership and enterprise oversight for development, execution, and maturity of multiple Enterprise Service Management (ESM) and IT Service Management (ITSM) processes based on ITIL framework and other IT industry processes. This role is accountable for setting the vision, roadmap, and governance for process excellence across the organization. The role leads cross‑functional initiatives, drives transformation and automation, and ensures alignment with business objectives, compliance standards, and technology capabilities.
Duties / Responsibilities
Strategy, ownership and management of one or more Enterprise ITSM, ITIL, or IT industry processes, overseeing their full lifecycle and functionality (e.g., Incident, Problem, Change, Configuration, Service Request).
Establishment of enterprise‑wide ITIL, ESM, or other IT process frameworks, best practices and strategic roadmaps.
Oversight of integration and alignment of multiple processes across business units and service providers.
Leadership of adoption through creating enterprise policies, standards, and procedures across the organization.
Establishment of training and learning objectives and guidance to process users and stakeholders.
Definition of process documentation including functionality, workflows, use cases, and procedures.
Definition of enterprise‑level Key Performance Indicators (KPIs), compliance metrics and performance targets.
Leadership of cross‑functional governance committees and driver of executive stakeholder engagement across business units.
Leadership of large‑scale continuous improvement transformation initiatives to optimize and mature process service delivery, quality and efficiency.
Strategic oversight of process‑related risks, escalations and organizational impact.
Partnership with ESM platform leadership to drive automation, innovation, and digital transformation ensuring compliance with technology capabilities.
Leadership, coaching and mentoring of staff as a team leader or a supervising manager of direct reports.
Perform other duties as assigned.
Minimum Qualifications
Bachelor’s degree or equivalent experience.
6 years of relevant experience.
None.
Preferred Qualifications
ServiceNow experience is a plus.
Strong knowledge of IT Service Management software and processes.
What’s In It For You At St. Luke’s, caring for people in the communities we serve is our mission – and this includes our own SLHS team. We offer a robust benefits package to support our teams both professionally and personally. In addition to a competitive salary and retirement plans, we ensure our team feels supported in their benefits beyond the typical medical, dental, and vision offerings. We care about you and have fantastic financial and physical wellness options, such as on‑site massages, on‑site counseling via our Employee Assistance Program, access to the Personify Health Wellness tool, as well as other formal training and career development offerings to ensure you are meeting your career goals.
Equal Opportunity Employer St. Luke’s is an equal opportunity employer and does not discriminate against any person on the basis of race, religion, color, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other status protected by law.
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IHT Senior Process Manager
role at
St. Luke's Health System
St. Luke’s Health System is seeking a Senior IHT Process Manager to join our Enterprise Service Management (ESM) team.
The Senior IHT Process Manager is responsible for strategic leadership and enterprise oversight for development, execution, and maturity of multiple Enterprise Service Management (ESM) and IT Service Management (ITSM) processes based on ITIL framework and other IT industry processes. This role is accountable for setting the vision, roadmap, and governance for process excellence across the organization. The role leads cross‑functional initiatives, drives transformation and automation, and ensures alignment with business objectives, compliance standards, and technology capabilities.
Duties / Responsibilities
Strategy, ownership and management of one or more Enterprise ITSM, ITIL, or IT industry processes, overseeing their full lifecycle and functionality (e.g., Incident, Problem, Change, Configuration, Service Request).
Establishment of enterprise‑wide ITIL, ESM, or other IT process frameworks, best practices and strategic roadmaps.
Oversight of integration and alignment of multiple processes across business units and service providers.
Leadership of adoption through creating enterprise policies, standards, and procedures across the organization.
Establishment of training and learning objectives and guidance to process users and stakeholders.
Definition of process documentation including functionality, workflows, use cases, and procedures.
Definition of enterprise‑level Key Performance Indicators (KPIs), compliance metrics and performance targets.
Leadership of cross‑functional governance committees and driver of executive stakeholder engagement across business units.
Leadership of large‑scale continuous improvement transformation initiatives to optimize and mature process service delivery, quality and efficiency.
Strategic oversight of process‑related risks, escalations and organizational impact.
Partnership with ESM platform leadership to drive automation, innovation, and digital transformation ensuring compliance with technology capabilities.
Leadership, coaching and mentoring of staff as a team leader or a supervising manager of direct reports.
Perform other duties as assigned.
Minimum Qualifications
Bachelor’s degree or equivalent experience.
6 years of relevant experience.
None.
Preferred Qualifications
ServiceNow experience is a plus.
Strong knowledge of IT Service Management software and processes.
What’s In It For You At St. Luke’s, caring for people in the communities we serve is our mission – and this includes our own SLHS team. We offer a robust benefits package to support our teams both professionally and personally. In addition to a competitive salary and retirement plans, we ensure our team feels supported in their benefits beyond the typical medical, dental, and vision offerings. We care about you and have fantastic financial and physical wellness options, such as on‑site massages, on‑site counseling via our Employee Assistance Program, access to the Personify Health Wellness tool, as well as other formal training and career development offerings to ensure you are meeting your career goals.
Equal Opportunity Employer St. Luke’s is an equal opportunity employer and does not discriminate against any person on the basis of race, religion, color, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other status protected by law.
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