*POSITION SUMMARY *

The Manager of IT Service Management is responsible for driving the execution and continual improvement of the organization's IT Service Management (ITSM) processes and toolset. This role oversees the strategy and day-to-day operations of the ITSM function, ensuring the delivery of high-quality IT services that meet the needs of internal and external customers.

*Primary Accountabilities *

1. Manage the direction, implementation, optimization, and maintenance of the organization’s ITSM processes, including incident management, problem management, change management, release management, and configuration management.
2. Oversee the ITSM toolset, ensuring it is configured and utilized to its full potential to support efficient and effective service delivery.
3. Establish and maintain ITSM performance metrics, analyze data, and generate reports to identify areas for improvement.
4. Collaborate with leadership, service owners, and other stakeholders across the organization to develop and execute a roadmap for continual service improvement and strategic alignment.
5. Provide training and guidance to staff on ITSM best practices and the effective use of the ITSM toolset.
6. Manage the ITSM team, including hiring, training, performance management, and professional development.
7. Ensure compliance with industry standards and regulatory requirements related to IT service management.
8. Serve as a subject matter expert and advocate for ITSM within the organization, promoting the value of effective service management.
9. Stay current with industry trends, best practices, and emerging technologies in the ITSM domain.
   10. Fiscal responsibility to manage and forecast department operational and capital budgets.

• LEADERSHIP ACCOUNTABILITIES *

  1. Defines and communicates a clear, compelling vision for the team that effectively ties into the mission and vision of Health First, and inspirationally leads the team to achieve that vision.
  2. Provides leadership, motivation, coaching, feedback and support to strengthen growth, development and wellness at work to build and foster effective, high performing teams.
  3. Leads change through effective communication, explaining the connection and value to the organization, creating stronger buy-in and urgency, while understanding impact to the team to obtain commitment.
  4. Demonstrates openness to hearing diverse ideas and thoughts; creates a sense of inclusivity; and encourages collaboration across teams to help break down silos to meet the team’s and organization’s goals.
  5. Recruits, selects, grows, and retains highly engaged, high performing diverse and inclusive associates.
  6. Contributes to and supports the strategic direction, and demonstrates financial acumen, for areas of responsibility and organization.
  7. Displays strong strategic and financial acumen in areas of responsibility in alignment with the organization’s strategic objectives.

• MINIMUM QUALIFICATIONS *

  • Education: Bachelor’s degree in Information Technology, Computer science, or a related field.
  • Licensure:
  • Certification: ITIL
  • Work Experience: o Five years of experience in IT service management, with at least three years in a leadership or managerial role. o Previous experience in implementing and optimizing ITSM processes and tools, such as Service Now, Ivanti Service Management, etc.
  • Knowledge/Skills/Abilities o Solid understanding of ITIL (Information Technology Infrastructure Library) framework and its application. o Excellent project management, problem-solving, and analytical skills. o Proficient in Microsoft Office – Outlook, Word, Excel, PowerPoint. o Ability to work autonomously with minimal supervision. o Strong critical thinking skills. o Effective communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams. o Professional presence. o Ability to maintain composure in stressful office environment.

*PREFERRED QUALIFICATIONS *

• Education:
• Licensure:
• Certification: Lean, Six Sigma, PMP.
• Work Experience:

• Knowledge/Skills/Abilities: Failure Mode Effect Analysis, Root Cause Analysis.

  • PHYSICAL REQUIREMENTS *

• o Majority of time involves sitting or standing; occasional walking, bending, stooping. o Long periods of computer time or at workstation. o Light work that may include lifting or moving objects up to 20 pounds with or without assistance. o May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise. o Communicating with others to exchange information. o Visual acuity and hand-eye coordination to perform tasks. o Workspace may vary from open to confined; on site or remote. o May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.

Job: *IT Management

Organization: *Health First Shared Svcs Inc

Title: Manager IT Service Management

Location: Florida - Brevard County-Rockledge

Requisition ID: 076320