Director IT Service Management

Location:

Avera Downtown Building—Sioux Falls. Worker Type:
Regular.

Work Shift:

Day Shift (United States of America).

Serves as a key member of the Information Technology leadership team, providing strategic leadership for the organization’s IT Service Management (ITSM) program and fostering a culture of service excellence and continual improvement.

• Provide strategic leadership and governance for the IT Service Management (ITSM) program, ensuring services are aligned with organizational priorities, best practices, and the full service lifecycle.
• Develop and execute the ITSM roadmap, advancing the maturity of core service management processes including Incident Management, Problem Management, Service Request Management, Knowledge Management, Service Level Management, and Continual Service Improvement.
• Establish and maintain governance for ITSM processes and the Configuration Management Database (CMDB), ensuring policies, standards, data integrity, process compliance, and accurate configuration information to support service delivery, operational resilience, and regulatory requirements.
• Lead the enterprise IT Service Catalog and service request experience, driving standardized, scalable, and customer‑focused service delivery through self‑service capabilities, workflow optimization, automation, and AI‑enabled solutions.
• Provide executive oversight of Change Management and Major Incident Management, ensuring effective governance, risk‑based decision making, rapid service restoration, stakeholder communication, root cause analysis, and continual improvement to minimize service disruption.
• Partner with clinical, operational, and business leaders to ensure IT services meet organizational needs through effective service level management, customer engagement, operational resilience, and continual improvement initiatives.
• Direct the measurement and reporting of operational and executive service metrics, including service levels, customer satisfaction, service availability, incident trends, CMDB health, and other key performance indicators to drive data‑informed decision making.
• Provide strategic oversight of third‑party service providers and vendor relationships, ensuring contractual performance, service quality, accountability, and alignment with organizational objectives.
• Build, lead, and develop a high‑performing IT Service Management team, fostering a culture of accountability, collaboration, innovation, customer service excellence, and continuous professional development.
• Develop departmental strategy, budgets, resource plans, quality objectives, and performance goals while serving as a change leader to advance standardized service management practices and ensure alignment with enterprise technology strategy, cybersecurity, and the delivery of reliable, high‑quality IT services.
• Interview, hire, develop, train, and retain employees; plan, assign, and lead work; appraise performance; reward and coach employees; address complaints and resolve problems.

• Minimum:
  Bachelor’s degree in Information Technology, Business, or a related field.
• 4–6 years of experience specifically in a healthcare delivery and operational setting.
• Required knowledge, skills, and abilities: ability to perform the essential job functions, adequate visual acuity, effective communication, hearing, understanding, and distinguishing speech and sounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions, as long as the accommodations do not cause undue hardship to the employer.
• Preferred:
  Master’s degree, ITIL 4 Foundation or equivalent IT Service Management certification.

• Commitment to Avera’s mission, vision, core values, and social principles.
• Promotion of values of compassion, hospitality, and stewardship.
• Uphold standards of Communication, Attitude, Responsiveness, and Engagement (CARE) with enthusiasm and sincerity.
• Maintain confidentiality.
• Work effectively in a team environment, coordinating workflow with other team members and ensuring a productive and efficient environment.
• Comply with safety principles, laws, regulations, and standards associated with CMS, the Joint Commission, DHHS, OSHA, and other applicable entities.

• PTO available day 1 for eligible hires.
• Up to 5% employer matching contribution for retirement.
• Career development guided by hands‑on training and mentorship.

Avera is an Equal Opportunity Employer—qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or other legally protected categories. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1‑605‑504‑4444 or send an email to talent.