HCA, Hospital Corporation of America Manager IT Service Management in Nashville, Tennessee
More About HCA..... •For the eighth consecutive year HCA has earned national recognition as one of the best workplaces for information technology professionals on Computerworld’s "Best Places to Work in Information Technology" list of 100 companies. •HCA has been recognized by the Ethisphere Institute as one of the World's Most Ethical Companies
JOB SUMMARY The Manager of IT Service Management Development is a pivotal Information Technology leadership role that oversees a team of senior level professionals that are responsible for implementing and governing service management processes and tools across the IT&S organization including corporate, divisions and business partners.
GENERAL RESPONSIBILITIES • Direct and prioritize work of the IT Service Management team and associated key process leaders. • Lead the development, implementation, and governance of key IT Service Management processes relative to incident management, change management, problem management, service request management, asset & configuration management, and knowledge base activities as prescribed by the ITIL framework, including establishing measurement criteria, governing outcomes, and targets to improve process effectiveness and efficiency. • Product owner for core IT Service Management solutions and interfaces that enable established processes. Product ownership includes roadmap development, user requirements, solution design, product upgrades, quality assurance, user acceptance testing, communications, end-user training, implementation and support. • Oversee user and stakeholder engagement to ensure that they are key participants in process and tool improvement initiatives. • Build and maintain relationships needed to ensure adoption and utilization of processes and management tools. • Manage the initiation and execution of key project initiatives that support strengthening and improving service management practices. • Ensure effective financial management and optimization with purchases of new solutions, growth of existing solutions, and all associated maintenance spends. • Participate in monthly and quarterly vendor management reviews for owned products and contracted services to ensure contract value realization and effective partnerships. • Manage the efforts of team members through the HCA Performance Excellence process, including milestones, development plans, identification of high potential staff members, and mentoring as appropriate. • Identify and track core performance metrics for the IT Service Management team. Identify, implement, and track performance improvement opportunities aimed specifically at improving these metrics.
AREA OF EXPERIENCE IT Management ITIL Best Practices Business Case Development and Budget Management Project Management Skills Process Development
Bachelor's degree required. Master's degree preferred. 6-9 years of relevant work experience required.
• Minimum of 7 years of IT management experience. • Healthcare Inspired • Passion and concern with improving the organization • Exemplary leadership with excellent communication and inter-personal skills. • Proven management ability with strong development processes and practices background. • Excellent oral, written, and presentation skills and be comfortable in front of executive audience. • Focused customer perspective toward service delivery and the ability to influence continuous service improvements. • Proven organizational skills, including team building and mentoring. • Ability to work with personnel at all levels of the enterprise in a cooperative and effective manner. • Significant track record of leadership accomplishments is necessary. • Ability to effectively direct multiple parallel efforts to successful completion. • In depth knowledge of the IT organization and interactions. • Strong understanding of ITIL concepts and policies for managing information technology infrastructure, development, and operations. • Strong knowledge of the business including the applications and interdependencies. • Excellent conflict management and negotiation skills with the ability to consistently achieve "win-win" results. • Working knowledge of technology and correlation to solving business problems. • Working knowledge of vendor management principles and procedures. • Good understanding of statistical methods and metrics development.
PHYSICAL DEMANDS/WORKING CONDITIONS Typical work week hours can vary depending on workload and project deliverables.
Title: Manager IT Service Management
Location: Tennessee-Nashville-Corporate Main Campus
Requisition ID: 10207-19472