Service Delivery Manager
Client Medical Care - NY is one of the largest multi-specialty medical practices in the Northeast and has been serving the health needs of Long Island and the Greater New York Metropolitan area since 1997 as legacy ProHEALTH NY.
We re a dynamic and growing health care organization, offering a wide range of employment opportunities.
We are seeking professional and dedicated individuals to be part of our team, where integrity, compassion, relationships, innovation, and performance are among our core principles.
We are searching for Manager, IT Service Delivery to drive the enterprise service delivery team as the organization continues to build an enterprise support team.
The ideal candidate will contribute to service excellence by planning, organizing, and providing oversight and accountability for all infrastructure business, operations, and service delivery activities.
As a Manager of IT Service Delivery, you will work with IT and business leads to facilitate the execution of key initiatives.
All initiatives will be delivered with a strong emphasis on communicating effectively, managing stakeholder expectations, executing efficiently, and ensure quality of delivery.
Responsibilities Responsible for managing Service Desk team and run the ITSM tools to deliver qualitative and timely IT Service across the enterprise.
Manage and monitor resources and workload to ensure appropriate service delivery Continually enhance and automate the service delivery process/capabilities by implementing service catalogue, incident forms with auto routing to appropriate entities to service timely.
Foster strong relationships between IT and local/corporate business functions, as well as project team members.
Working with the IT leadership team, ensures high satisfaction by key stakeholders, of both assigned project deployments and overall IT Service delivery for local business functions.
Own and drive continuous improvement for operational delivery of IT ServiceDesk.
Coordinate and provide oversight for both ProHEALTH IT team members and 3rd party IT partners / consultants performing work ensuring adherence to ProHEALTH policies, standards, work orders / statements of work, and processes (e.
g.
, PCI/HIPAA/HITRUST compliance requirements, IT governance / technology standards, etc.
).
Track problems and ensure their timely resolution, leveraging ProHEALTH s IT Service desk system and processes for ticket tracking and management.
Champion root cause identification of issues, to identify and drive permanent corrective actions needed to avoid reoccurring issues as part of the Problem management The candidate must demonstrate a high level of business acumen, exercise good judgment in decision making, take initiative, and professionally communicate at a level commensurate with their experience.
Drive enterprise service operation standards and delivery of them with the service delivery team and partners.
Define and optimize system operation SLA s and metrics with continuous improvement enhancing IT delivery to the business Create and fine tune dashboards with service delivery metrics, key performance indicators (KPIs) and publish them to IT Leadership and business on weekly, monthly, and quarterly showing the trends and improvements Develop user guides/processes aligning with ProHEALTH standards and policies.
Manage projects as assigned; develop and track project work plans and budget; manage project scope, critical path tasks, and issues resolution across all project team members - both IT and business operational functions.
Hire, supervise, and motivate a technically skilled staff through coaching, training, and development to achieve increased productivity, team collaboration, employee retention, and quality.
Assess needs, get quotes and purchase IT equipment, in alignment with corporate policies and processes specific to this area.
Facilitate cross-functional process improvements within IT, and across other business functions, that generates business value for ProHEALTH.
Perform other responsibilities and tasks as assigned by IT leadership/Management Qualifications and Requirements Bachelor s Degree in Engineering or Information systems or computer science or equivalent experience required.
Preferred 10 years of experience in an enterprise service delivery role required.
Preferred 5 years of management/supervisory experience maximizing teams capacity and capabilities required ITIL certification is desired, and Project Management Professional (PMP) certification is a plus Prior experience with Healthcare or Life Sciences or Pharmaceutical organizations is desired, with associated knowledge of IT processes specific to working with validated systems.
Ability to work with new technologies, and effectively troubleshoot issues to capture data points needed to engage IT SMEs in resolution / investigation activities Professional presence to effectively communicate ideas and solutions across all levels of the organization, including business staff personnel, senior executive management, the local site s management team, other technical personnel, and IT consultants (written & verbal).
Working knowledge of Office 365, tools including Imaging/Exchange/SCCM/SharePoint/ OneDrive and & Azure integrations with Active Directory account and permissions management.
Ability to work with both technical and non-technical personnel to solve system problems.
Familiarity with Microsoft, Dell and other relevant vendor support and escalation procedures.
Advanced knowledge of Microsoft Office suite, Microsoft Project, and Visio experience a plus.
Excellent organizational and documentation skills; detail-oriented and analytical.
Strong presentation and negotiation skills.
Ability to work in a fast pace dynamic environment, meet deadlines, and simultaneously supervise IT staff activities on multiple projects / tasks, in parallel with addressing daily IT operational service support duties.
Ability to participate in on-call rotations and to work extended hours, if necessary, in case of serious system outages and/or project activities requiring off-hours / weekend activities Must be prepared to work onsite and with occasional remote work ability with prior notice Must be able to travel to other ProHEALTH locations as required to facilitate project assignments and/or engage with other business leaders (IT and other).
Service Delivery Manager Recommended Skills Analytical Attention To Detail Automation Certified Project Management Professional Commercial Awareness Communication Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
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on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3w8d673px605n24bmf', 'ExternalApply-j3w8d673px605n24bmf'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
We re a dynamic and growing health care organization, offering a wide range of employment opportunities.
We are seeking professional and dedicated individuals to be part of our team, where integrity, compassion, relationships, innovation, and performance are among our core principles.
We are searching for Manager, IT Service Delivery to drive the enterprise service delivery team as the organization continues to build an enterprise support team.
The ideal candidate will contribute to service excellence by planning, organizing, and providing oversight and accountability for all infrastructure business, operations, and service delivery activities.
As a Manager of IT Service Delivery, you will work with IT and business leads to facilitate the execution of key initiatives.
All initiatives will be delivered with a strong emphasis on communicating effectively, managing stakeholder expectations, executing efficiently, and ensure quality of delivery.
Responsibilities Responsible for managing Service Desk team and run the ITSM tools to deliver qualitative and timely IT Service across the enterprise.
Manage and monitor resources and workload to ensure appropriate service delivery Continually enhance and automate the service delivery process/capabilities by implementing service catalogue, incident forms with auto routing to appropriate entities to service timely.
Foster strong relationships between IT and local/corporate business functions, as well as project team members.
Working with the IT leadership team, ensures high satisfaction by key stakeholders, of both assigned project deployments and overall IT Service delivery for local business functions.
Own and drive continuous improvement for operational delivery of IT ServiceDesk.
Coordinate and provide oversight for both ProHEALTH IT team members and 3rd party IT partners / consultants performing work ensuring adherence to ProHEALTH policies, standards, work orders / statements of work, and processes (e.
g.
, PCI/HIPAA/HITRUST compliance requirements, IT governance / technology standards, etc.
).
Track problems and ensure their timely resolution, leveraging ProHEALTH s IT Service desk system and processes for ticket tracking and management.
Champion root cause identification of issues, to identify and drive permanent corrective actions needed to avoid reoccurring issues as part of the Problem management The candidate must demonstrate a high level of business acumen, exercise good judgment in decision making, take initiative, and professionally communicate at a level commensurate with their experience.
Drive enterprise service operation standards and delivery of them with the service delivery team and partners.
Define and optimize system operation SLA s and metrics with continuous improvement enhancing IT delivery to the business Create and fine tune dashboards with service delivery metrics, key performance indicators (KPIs) and publish them to IT Leadership and business on weekly, monthly, and quarterly showing the trends and improvements Develop user guides/processes aligning with ProHEALTH standards and policies.
Manage projects as assigned; develop and track project work plans and budget; manage project scope, critical path tasks, and issues resolution across all project team members - both IT and business operational functions.
Hire, supervise, and motivate a technically skilled staff through coaching, training, and development to achieve increased productivity, team collaboration, employee retention, and quality.
Assess needs, get quotes and purchase IT equipment, in alignment with corporate policies and processes specific to this area.
Facilitate cross-functional process improvements within IT, and across other business functions, that generates business value for ProHEALTH.
Perform other responsibilities and tasks as assigned by IT leadership/Management Qualifications and Requirements Bachelor s Degree in Engineering or Information systems or computer science or equivalent experience required.
Preferred 10 years of experience in an enterprise service delivery role required.
Preferred 5 years of management/supervisory experience maximizing teams capacity and capabilities required ITIL certification is desired, and Project Management Professional (PMP) certification is a plus Prior experience with Healthcare or Life Sciences or Pharmaceutical organizations is desired, with associated knowledge of IT processes specific to working with validated systems.
Ability to work with new technologies, and effectively troubleshoot issues to capture data points needed to engage IT SMEs in resolution / investigation activities Professional presence to effectively communicate ideas and solutions across all levels of the organization, including business staff personnel, senior executive management, the local site s management team, other technical personnel, and IT consultants (written & verbal).
Working knowledge of Office 365, tools including Imaging/Exchange/SCCM/SharePoint/ OneDrive and & Azure integrations with Active Directory account and permissions management.
Ability to work with both technical and non-technical personnel to solve system problems.
Familiarity with Microsoft, Dell and other relevant vendor support and escalation procedures.
Advanced knowledge of Microsoft Office suite, Microsoft Project, and Visio experience a plus.
Excellent organizational and documentation skills; detail-oriented and analytical.
Strong presentation and negotiation skills.
Ability to work in a fast pace dynamic environment, meet deadlines, and simultaneously supervise IT staff activities on multiple projects / tasks, in parallel with addressing daily IT operational service support duties.
Ability to participate in on-call rotations and to work extended hours, if necessary, in case of serious system outages and/or project activities requiring off-hours / weekend activities Must be prepared to work onsite and with occasional remote work ability with prior notice Must be able to travel to other ProHEALTH locations as required to facilitate project assignments and/or engage with other business leaders (IT and other).
Service Delivery Manager Recommended Skills Analytical Attention To Detail Automation Certified Project Management Professional Commercial Awareness Communication Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3w8d673px605n24bmf', 'ExternalApply-j3w8d673px605n24bmf'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
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