Director IT Service Management

Location:

Avera Downtown Building-Sioux Falls

Regular

Day Shift (United States of America)

Be part of a multidisciplinary team built with compassion and the goal of Moving Health Forward for you and our patients. Work where you matter.

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. Responsible for establishing ITSM governance, advancing service management best practices, and leading the development and optimization of ITSM processes, the Configuration Management Database (CMDB), service catalog, and service delivery capabilities.

Partners with clinical, operational, and technology leaders to deliver reliable, customer-focused IT services that align with organizational priorities while leading a high-performing team and driving operational excellence through performance measurement, automation, and continuous improvement.

• Provide strategic leadership and governance for the IT Service Management (ITSM) program, ensuring services are aligned with organizational priorities, ITSM best practices, and the full service lifecycle, including continual service improvement.
• 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.
• Responsibilities include interviewing, hiring, developing, training, and retaining employees; planning, assigning, and leading work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems