Manager, IT End User Services (Remote)

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Responsible for the development, implementation and managing the IT Service Management function across all BILH
entities in collaboration with the Leader of End User Services. Works with leaders across the BILH business to pr oritize needs and
value, drives technology innovation strategy, focus, business and clinical outcomes, overseeing the IT Service Management platform
Maintenace and support along with enhancements. Contributes to the development and execution of the enterprise-wide IT strategy for
IAM and ensures alignment with the enterprise's business strategy and the delivery of capabilities required to achieve business success.
Develops and implements ITIL processes including SLA's for incident, request, change and live channels.

Job Description:

Primary Responsibilities: 1. Drives high customer satisfaction and ensure services are in line with BILH needs. Consistently exceeds end user expectations by meeting customer demands. (essential) 2. Contributes on setting the mission and vision for the IT Service Management team. Brings innovative technology services to foster a business-oriented culture and mindset driven by continual service improvement techniques. Acts as a champion with the responsibility of communicating innovative technology goals to IT senior leaders. (essential) 3. Leads the strategy and implementation to a single ITSM system across all BILH entities. Develop a technology driven business focused roadmap. (essential) 4. Develops a long-term strategic vision for areas of responsibility, taking into account best practices in the field and changing organizational needs; accountable for the overall innovative technology portfolio across his/hers areas of responsibility. (essential) 5. Provides direction, mentoring and coaching to staff to increase the capabilities and effectiveness of your team, to develop competencies to ensure they are meeting their goals and objectives. (essential) 6. Able to develop and implement innovative strategies utilizing the full capabilities of our ITSM system. (essential) 7. Develops and maintains strong relationships with key business stakeholders and entity BRM's. (essential) 8. Works to develop and implement ITIL best practices around for incident, request, problem and change management. (essential) 9. Stays on top of industry trends around IT Service Management. (essential) 10. Has the authority to direct and support employees daily work activities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews. Direct Reports: 4-6 Indirect Reports: None Required Qualifications: 1. High School diploma or GED required. Bachelor's degree preferred. 2. 5-8 years related work experience required and 1-3 years supervisory/management experience required 3. ITIL Certification required within first 12 months. 4. Has a customer centric mindset. 5. A track record of expanding responsibilities with a deep knowledge of IT Service Management. 6. Advanced technical computer skills as required for technical support specific to functional area and related systems. Preferred Qualifications: 1. ITIL certified.

 

 

Pay Range:

$119,995.00 USD - $161,498.00 USD

The pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. 

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled