IT Service Delivery Manager

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Full Time Technical Houston, TX, US

3 days ago Requisition

POSITION SUMMARY:

The IT Service Delivery Manager reports to the Senior Manager, Platform & Infrastructure and is responsible for the operational delivery of IT support services across all Nexus Health Systems facilities. This role directly supervises LAN Administrators who serve as the frontline helpdesk team for all clinical and administrative end users, and is expected to bring genuine technical depth: personally resolving complex support issues, minimizing escalation to senior engineering staff, and routing to Tier 3 resources only when ticket scope clearly warrants it.

Equally important, this role serves as the department's primary project management executor, receiving direction from the Senior Manager and owning end-to-end delivery of enterprise technology initiatives ranging from facility-wide WAP replacements and physical security upgrades to cross-departmental deployments requiring regulatory coordination with plant operations, city authorities, and fire marshal approval. The IT Service Delivery Manager is a polished, stakeholder-facing professional who represents Corporate IT to owners, C-suite leaders, and senior operational stakeholders, and is accountable for instilling executive confidence that the IT department can plan, communicate, and deliver on its commitments.

• Service
• Consistently supports and communicates the Mission, Vision, and Values of Nexus Health Systems
• Upholds the Standards of conduct and corporate compliance
• Demonstrates honest behavior in all matters. To the best of the employee’s knowledge and understanding,complies withall Federal and State laws and regulations.
• Maintains the privacy and security of all confidential and protected health information.
  
  Usesanddisclosesonly that information which is necessary to perform the function of the job.
• Adheres to all Nexus Health Systems policies on Health Insurance Portability and Accountability Act (HIPAA), designed to prevent or detect unauthorized disclosure of Protected Health Information (PHI)
• Collaborates effectively with colleagues and other departments to ensure seamless service delivery.
• Own the end-to-end delivery of IT services, ensuring alignment with organizational priorities, clinical workflows, and defined SLAs.
• Oversee and manage the IT helpdesk function, including ticket intake, prioritization, routing, escalation, andresolutionquality using the enterprise ITSM platform.
• Directly supervise LAN Administrators across all facilities, including hiring, onboarding, scheduling, performance management, and competency development.
• Serve as a hands-on escalation point, resolving complex technical issues and limiting unnecessary Tier 3 escalation.
• Monitor service performance metrics (SLAs, queue health, aging tickets) and implement corrective actions tomaintainservice reliability.
• Ensure high availability and rapid response for systemsimpactingdirect patient care (EHR, network, access systems).
• Manage endpoint lifecycle processes including procurement, deployment,refresh, and decommissioning.
• Promote a customer-first culture that reflects the urgency of healthcare delivery and patient care sensitivity.
• Lead IT service delivery in alignment with ITIL framework principles, including incident, problem, change, and service level management. []
• Develop andmaintainstandard operating procedures (SOPs), service catalogs, and knowledge base documentation to improve first-contact resolution.
• Establish and enforce SLA accountability frameworks and performance standards.
• Identify and implement continuous service improvement initiatives (CSI) based on trend analysis and root cause identification.
• Leverage automation tools (e.g., Power Automate, ITSM workflows) to streamline service delivery and reduce inefficiencies.
• Maintain an enterprise view of IT capabilities, dependencies, and risksimpactingservice delivery.
• Stakeholder Engagement & Executive Representation
• Serve as the primary IT service delivery representative to executive leadership, facility administrators, and operational stakeholders.
• Translate strategic priorities into structured delivery plans, executive communications, and reporting dashboards.
• Provide proactive risk communication, expectation management, and status updates.
• IT Project & Program Delivery
• Lead enterprise IT projects including infrastructure upgrades, wireless deployments, and security systems.
• Apply formal project management methodologies (e.g., PMP-based frameworks) to manage scope, timeline, risk, and budget.
• Coordinate with facilities, plant operations, vendors, and regulatory authorities for infrastructure-related projects.
• Maintain a project portfolio dashboard with risks, milestones, and resource utilization.
• Patient Experience and Advocacy
• Ensure IT services are designed and delivered to minimize…