IT Service Manager

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.

JOB FUNCTIONS

• 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

Education

• Bachelor's Degree Required

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-vendor environments, Required
• Demonstrated success improving IT services, maturing ITIL processes, and driving operational excellence, Required
• Strong hands-on Open Text SMAX (administration, workflows, catalogs, automation, UX customization), Required
• Proven Open Text 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 Intermediate certification, Preferred
• Open Text SMAX or UCMDB professional certifications, Preferred

EEO is The Law
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Lincare is an equal opportunity employer, access and affirmative action employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, creed, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information or any other characteristic protected by law. Lincare provides reasonable accommodations for qualified individuals with disabilities. Because Lincare believes in providing a safe work environment, we conduct drug and background checks in our recruiting/hiring processes.

AA/EOE, M/F/Disabled/Veterans