IT Service Delivery Lead - IT Planning and Governance

• This role requires ON SITE 2 days per week

• This role requires ON SITE 2 days per week

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 governance structure for changes to ego system (CAB).
• Understands various the Gold Star Program and leads the organization in obtaining highest level.
• Understands the Honor Roll Program and leads the organization in obtaining highest level.
• Savvy in Nova and can lead quarterly upgrades
• Ability to collaborates well with others.
• Deep knowledge of Epic modules and how they interact…