IT Service Manager

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This employee leads and enhances IT service operations by optimizing ITIL-based processes, ensuring service continuity and driving continuous improvement across the enterprise. The employee oversees the design, implementation, and ongoing optimization of IT Service Management (ITSM) frameworks and platforms, with a primary focus on Open Text Service Management Automation X (SMAX) and Universal CMDB (UCMDB) to deliver robust configuration management and service excellence.

• Leads day-to-day IT service operations with a strong focus on availability, performance, and reliability of critical healthcare IT services
• Administers and optimizes the Open Text SMAX platform including workflows, service portals, ticketing, knowledge management, automation, and reporting
• Manages and maintains Open Text UCMDB, ensuring accurate configuration items (CI) data, relationship mapping, discovery, and impact analysis
• Oversees ITIL processes such as Incident, Problem, Change, Request Fulfillment, Asset & Configuration Management, and Knowledge Management
• Ensures compliance with healthcare regulatory requirements (e.g., HIPAA, SOC2, HITRUST), maintaining high standards of security, privacy, and data integrity
• Ensures timely and regular communications to various stakeholders including senior executives during a major incident or for any changes that could impact business
• Identifies gaps in service delivery and drives 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 streamline processes
• Conducts root cause analysis (RCA) and implements corrective actions for recurring issues
• Collaborates closely with application, infrastructure, security, service delivery, business analytics and business stakeholders to ensure seamless service delivery
• Coordinates with vendors and service providers to ensure efficient support, upgrades, and platform enhancements
• Communicates service performance, IT Scorecard, risks, and improvement plans to leadership through dashboards and reports

• Mid‑Senior level

• Full‑time

• Information Technology

• Hospitals and Health Care

Location:

Clearwater, FL