IT Service Delivery Lead - IT Planning and Governance HFHP

POSITION SUMMARY

The IT Service Delivery Lead is responsible for overseeing and managing the delivery of IT services to ensure they meet or exceed agreed-upon service levels and customer expectations. This role involves coordinating with various teams, managing service delivery processes, and implementing strategies to improve overall service quality. Additionally, the role includes a focus on technology delivery and problem management to address and resolve complex IT issues.

The IT Service Delivery Lead is responsible for overseeing and managing the delivery of IT services to ensure they meet or exceed agreed-upon service levels and customer expectations. This role involves coordinating with various teams, managing service delivery processes, and implementing strategies to improve overall service quality. Additionally, the role includes a focus on technology delivery and problem management to address and resolve complex IT issues.

• Manage and support IT projects related to technology and service delivery, including planning, execution, and post-implementation review.
• Monitor IT project budgets, ensuring financial targets are met and resources are utilized efficiently.
• Ensure projects are completed on time, within budget, and to the satisfaction of stakeholders.
• Lead cross-functional teams, providing guidance, support, and motivation to ensure project success.
• Lead the problem management process to identify, analyze, and resolve underlying issues impacting IT services. Develop and implement solutions to prevent recurring problems and minimize service disruptions.
• Evaluate and improve service delivery processes, methodologies, and tools. Implement best practices and identify opportunities for efficiency gains and enhanced service quality.
• Act as the primary point of contact for key Internal IT stakeholders and customers regarding service delivery matters.
• Address and lead the resolution of any service-related issues or escalations in a timely and effective manner.
• Ensure that all IT service delivery activities adhere to relevant regulatory requirements, industry standards, and internal policies. Identify and mitigate risks associated with service delivery.

• Education:
  
  Bachelor’s degree in Computer Science, Information Technology, Engineering, or a relevant field.
• Work Experience:
  • Five (5) years’ experience in healthcare or information technology OR
  • Three (3) years’ experience in healthcare or information technology accompanied with an Epic certification.
• Licensure:
  None
• Certification:
  None
• Certification In Lieu of
  
  Education:
  
  Advanced certification (e.g., PMP, Advance Scrum, LEAN Black Belt).
• Skills/Knowledge/Abilities:
  • Proven ability in project management of IT initiatives or projects.
  • Knowledge and expertise in service management, with a strong focus on problem management and resolution.
  • Ability to drive continuous improvement initiatives and adapt to evolving IT landscapes.
  • Strong problem-solving skills and a proactive approach to addressing service delivery challenges.

• Education:
  
  Master’s degree in Business or Healthcare Administration, Information Technology, or a relevant field.
• Work Experience:
  
  Any one of the following:
  • One (1) year experience with Epic EMR Go-Lives OR
  • Five (5) years’ experience in healthcare or information technology.
• Licensure:
  None
• Certification:
  Two (2) core Epic certifications prior to start date and maintained.
• Work Experience In Lieu of
  
  Education:
  
  Advanced IT certification prior to start date and maintained.
• Skills/Knowledge/Abilities:
  • Proficient in Microsoft Office – Outlook, Teams, Word, Excel, PowerPoint, etc. Understands Epic ego system and possible impact of changes to various applications.
  • Understands…