Midland Health
Job Description
The Manager of IT Shared Services is responsible for managing the IT services that support the IT department. This leaders 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. The role focuses on improving the quality and consistency of IT service delivery across the health system. The Sr. Manager contributes to service strategy, design, operations, and measures the overall effectiveness of IT Shared Services. Shift and Schedule Full Time: 8:00 AM 5:00 PM Essential Functions and Performance Expectations Prepare monthly finance reviews for senior leadership, including capital and operational expenditures. Work with management to develop annual budgets for capital and operations, including hardware refresh budgets for critical IT assets. Train IT leadership on budgeting and TCO templates and processes. Assess core IT practices using ITIL/CobIT frameworks and develop an IT Service Management roadmap. Lead and serve as 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. Oversee foundational ITIL processes, including Change, Incident, Problem, Configuration, and Service Request Management. Develop and manage IT Asset Management (ITAM) processes, including procurement, inventory management, lifecycle management, and disposal of IT assets. Ensure project delivery aligns with PMO methodologies and practices. Make process decisions to ensure service delivery meets customer expectations. Provide consulting and guidance on developing service catalogs for IT, HR, Marketing, and Communications. Manage relationships with the IT Helpdesk MSP, ensuring SLAs are met and addressing opportunities and recommendations with IT leadership and the MSP. Develop and mature Knowledge Base Management processes. Monitor, measure, and recommend improvements for all services delivered by the OCIO. Document ITSM services thoroughly, including process diagrams and procedural documentation. Provide guidance, leadership, and mentoring to IT Managers on ITIL processes, including development, transition, and operations. Manage outside vendors and contractors to ensure performance, customer satisfaction, and compliance with Midland Health policies. Education and Experience Bachelors degree in computer science, information systems, business administration, or a related field; advanced degrees preferred. Seven or more years of experience in IT and business/industry, including at least three years of leadership responsibilities. Experience managing large, cross-functional teams or projects and influencing senior management and stakeholders. Proven experience implementing ITSM tools/platforms. Knowledge of hospital-based information technologies preferred. Understanding of healthcare-specific IT regulatory compliance requirements. Excellent analytical, problem-solving, communication, and written skills. Physical Requirements The individual must be able to perform essential responsibilities satisfactorily, with reasonable accommodations for disabilities. Must be able to stand, walk, sit, stoop, reach, lift (up to 35 lbs. for clinical staff, 50 lbs. for non-clinical staff), see, speak, and hear. Use of assisted-lift devices or assistance is required for lifts over these limits. #J-18808-Ljbffr
The Manager of IT Shared Services is responsible for managing the IT services that support the IT department. This leaders 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. The role focuses on improving the quality and consistency of IT service delivery across the health system. The Sr. Manager contributes to service strategy, design, operations, and measures the overall effectiveness of IT Shared Services. Shift and Schedule Full Time: 8:00 AM 5:00 PM Essential Functions and Performance Expectations Prepare monthly finance reviews for senior leadership, including capital and operational expenditures. Work with management to develop annual budgets for capital and operations, including hardware refresh budgets for critical IT assets. Train IT leadership on budgeting and TCO templates and processes. Assess core IT practices using ITIL/CobIT frameworks and develop an IT Service Management roadmap. Lead and serve as 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. Oversee foundational ITIL processes, including Change, Incident, Problem, Configuration, and Service Request Management. Develop and manage IT Asset Management (ITAM) processes, including procurement, inventory management, lifecycle management, and disposal of IT assets. Ensure project delivery aligns with PMO methodologies and practices. Make process decisions to ensure service delivery meets customer expectations. Provide consulting and guidance on developing service catalogs for IT, HR, Marketing, and Communications. Manage relationships with the IT Helpdesk MSP, ensuring SLAs are met and addressing opportunities and recommendations with IT leadership and the MSP. Develop and mature Knowledge Base Management processes. Monitor, measure, and recommend improvements for all services delivered by the OCIO. Document ITSM services thoroughly, including process diagrams and procedural documentation. Provide guidance, leadership, and mentoring to IT Managers on ITIL processes, including development, transition, and operations. Manage outside vendors and contractors to ensure performance, customer satisfaction, and compliance with Midland Health policies. Education and Experience Bachelors degree in computer science, information systems, business administration, or a related field; advanced degrees preferred. Seven or more years of experience in IT and business/industry, including at least three years of leadership responsibilities. Experience managing large, cross-functional teams or projects and influencing senior management and stakeholders. Proven experience implementing ITSM tools/platforms. Knowledge of hospital-based information technologies preferred. Understanding of healthcare-specific IT regulatory compliance requirements. Excellent analytical, problem-solving, communication, and written skills. Physical Requirements The individual must be able to perform essential responsibilities satisfactorily, with reasonable accommodations for disabilities. Must be able to stand, walk, sit, stoop, reach, lift (up to 35 lbs. for clinical staff, 50 lbs. for non-clinical staff), see, speak, and hear. Use of assisted-lift devices or assistance is required for lifts over these limits. #J-18808-Ljbffr