IT Service Manager

This employee leads and enhances IT service operations by optimizing ITIL-based processes, ensuring service continuity anddriving continuous improvement across the enterprise. The employee oversees the design, implementation, and ongoingoptimization of IT Service Management (ITSM) frameworks and platforms, with a primary focus on OpenTextService Management Automation X (SMAX) and Universal CMDB (UCMDB) to deliver robust configurationmanagement and service excellence. JOB FUNCTIONS

• Leads day-to-day IT service operations with a strong focus on availability, performance, and reliability of criticalhealthcare IT services
• Administers and optimizes the OpenText SMAX platform including workflows, service portals, ticketing,knowledge management, automation, and reporting
• Manages and maintains OpenText UCMDB, ensuring accurate configuration items (CI) data, relationshipmapping, discovery, and impact analysis
• Oversees ITIL processes such as Incident, Problem, Change, Request Fulfillment, Asset & ConfigurationManagement, and Knowledge Management
• Ensures compliance with healthcare regulatory requirements (e.g., HIPAA, SOC2, HITRUST), maintaining highstandards of security, privacy, and data integrity
• Ensures timely and regular communications to various stakeholders including senior executives during a majorincident or for any changes that could impact business
• Identifies gaps in service delivery and drive initiatives to improve efficiency, user experience, and service quality
• Develops and maintains ITSM policies, procedures, SLAs, KPIs, and governance frameworks
• Leads automation initiatives utilizing SMAX and UCMDB capabilities to reduce manual workload and streamlineprocesses
• Conducts root cause analysis (RCA) and implement corrective actions for recurring issues
• Collaborates closely with application, infrastructure, security, service delivery, business analytics and businessstakeholders to ensure seamless service delivery
• Coordinates with vendors and service providers to ensure efficient support, upgrades, and platformenhancements
• Communicates service performance, IT Scorecard, risks, and improvement plans to leadership throughdashboards and reports

• Bachelor’sDegreeRequired

Work Experience

• 10+ years of IT Service Management, preferably within healthcare,hospitals, or healthcare services, Required
• leading service delivery teams and working in complex, multi-vendorenvironments, Required

• Demonstrated success improving IT services, maturing ITIL processes, and driving operational excellence, Required

• Strong hands-on OpenText SMAX (administration, workflows,catalogs, automation, UX customization), Required
• Proven OpenText UCMDB including discovery, CI lifecycle management,mapping, and integrations, Required
• Implementation for SMAX and UCMDB will be given preference
• automation tools, scripting languages, or workflow engines, Preferred
• cloud infrastructure (Azure) and modern monitoring tools, Preferred

Knowledge, Skills, and Abilities

• Strong analytics and problem-solving
• Excellent communication and stakeholder engagement
• lead cross-functional initiatives and influence without authority
• Highly organized, detail-oriented, and proactive
• Customer-focused mindset with a passion for service excellence
• Solid understanding of ITIL v3/v4 practices working within an ITSM framework
• integrations between SMAX/UCMDB and other enterprise systems (e.g., monitoring,cloud platforms, asset management tools)
• Familiarity with healthcare technology environments and regulated IT landscapes

Licenses and Certifications

• ITIL Foundation or Intermediatecertification,Preferred
• OpenText SMAX or UCMDB professionalcertifications,Preferred