System Director, Enterprise Service Management

Summary:

The System Director of Enterprise Service Management establishes and manages an enterprise-wide IT Service Management (ITSM) program to ensure consistent, high-quality service delivery across all Information Services functions. Serving as the central authority for ITSM standards and process maturity, the position aligns ITIL-based practices with business priorities, defines service performance metrics, and drives accountability through cross-functional collaboration. Working closely with the Deputy CIO and senior IS leaders, the role drives adoption of service management disciplines into daily operations, advances continuous improvement through automation and optimized use of ITSM platforms, and promotes a culture of service excellence, transparency, and data-driven decision-making.

• Bachelor’s degree required.;
  Master degree preferred.
• Education and experience in relevant ITIL support and delivery processes.

• Minimum 10 years of progressively more responsible experience in large complex information systems environments with a wide variety of Healthcare Management Information Systems applications and technologies.
• Minimum 5 years of experience in a leadership role.
• Experience with Service Now preferred.

• ITIL and ITSM preferred

• ITIL certification preferred

• ITSM Strategy & Governance - Establish and maintain the enterprise IT Service Management framework, ensuring alignment with ITIL best practices. Define, govern, and continuously improve core ITSM processes including Incident, Problem, Change, Request, Knowledge, Configuration, Service Catalog, and Service Level Management. Serve as the division’s central authority for service management standards, ensuring consistent adoption across all IS departments.
• Operational Excellence & Service Delivery - Drive a unified approach to service delivery across infrastructure, applications, client services, and specialized business technology teams. Develop and maintain service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) that measure service quality and operational performance. Lead cross‑functional operational reviews, ensuring accountability for service performance and identifying opportunities for improvement.
• Process Integration Across IS Leadership - Partner closely with the Deputy CIO and peer leaders—including the CTO, VP of Client Services, System Director of Finance, and System Director for Health Plans—to embed ITSM processes into their operational workflows. Facilitate alignment between technical operations, customer‑facing support, and business‑specific technology teams to ensure seamless service experiences. Provide guidance and oversight to ensure that all teams follow standardized change control, incident escalation, communication protocols, and service reporting.
• Continuous Improvement & Maturity Advancement - Lead initiatives to assess and elevate ITSM process maturity across the division. Implement automation, self‑service, and workflow optimization to improve efficiency and reduce operational friction. Champion a culture of service excellence, customer focus, and data‑driven decision‑making.
• Technology & Tools Oversight - Oversee the governance, configuration, and optimization of ITSM platforms (e.g., Service Now or equivalent). Ensure accurate and reliable data within the CMDB, service catalog, and operational dashboards. Partner with technical teams to ensure tool capabilities support process maturity and operational needs.
• Communication & Stakeholder Engagement - Lead enterprise communication for major incidents, planned maintenance, and service‑impacting events. Provide transparent reporting to the Deputy CIO and CIO on service performance, trends, risks, and improvement initiatives. Build strong relationships with clinical, operational, and administrative leaders to understand service needs and drive satisfaction.

• Provide programmatic oversight for vendor and contract management initiatives…