IT Manager, Service Delivery

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Information Technology (IT) Manager of Service Delivery is responsible for overseeing the day‑to‑day operations and performance of the Service Delivery team within Clinical Informatics at Hackensack Meridian Health (HMH). Reporting to the Director of Clinical Informatics, this role manages a multidisciplinary team of Analytics Translators, Scrum Masters, and Business Analysts to facilitate the delivery of high‑quality insights, analytics, AI, and automation solutions to business partners across the HMH network.

A primary focus of this role is advancing data literacy across the enterprise and driving utilization of self‑service reporting tools to empower business partners to derive insights independently. Serves as a key operational leader responsible for ensuring consistent application of the agile operating model, squad alignment, intake management, and product adoption across assigned domains. This role plays a critical part in furthering HMH's work to transform health care and be recognized as a leader of positive change by supporting the mission, vision, and core values of Respect, Communication, Transparency, and Shared Expertise.

This is a hybrid position and you would need to come into the Iselin, NJ office about once a quarter.

• Bachelor's degree in an Information Technology-related field.
• Minimum of 5-7 years of progressive experience in data & analytics, reporting, business intelligence, clinical informatics, or a related field.
• Minimum of 2-3 years of people management or team lead experience.
• Demonstrated experience working within agile teams and supporting agile ceremonies.
• Strong knowledge of the healthcare provider ecosystem and analytics product delivery.
• Hands‑on experience with EPIC reporting tools (Cogito, Clarity, Caboodle), Looker, and SQL.
• Demonstrated experience developing and executing data literacy programs and driving self‑service reporting adoption.
• Proven ability to manage intake processes, prioritize competing demands, and balance resources across multiple concurrent initiatives.
• Experience translating business requirements into technical deliverables and user stories.
• Excellent written and verbal communication skills, including the ability to represent analytics capabilities to executive leaders and non‑technical stakeholders.
• Strong critical thinking, problem‑solving, and decision‑making capabilities.
• Ability to build and maintain effective relationships across teams and levels within the organization.
• Demonstrated ability to manage difficult conversations, set expectations, and negotiate resources.
• Experience with change management principles and product adoption strategies.
• Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.
• Familiarity with project and work management tools such as Asana, Service Now, and Jira.

• Experience managing hybrid or remote teams, including consultant partners.
• Prior experience within HMH or a comparable, large healthcare system.
• Background that comprises both healthcare provider knowledge and expert understanding of high‑quality analytics product delivery.
• Experience designing and delivering enterprise‑wide training curricula or learning management system (LMS) content.

• EPIC Certification in one or more of the following:
  Cogito Fundamentals, Caboodle Data Model, Clarity Data Model, or Cogito Project Manager.
• Looker certification (e.g., LookML Developer, Looker Business Analyst) or demonstrated equivalent proficiency.
• SQL certification or demonstrated equivalent proficiency.
• Certification in reporting and performance metrics (e.g., HFMA Certified Specialist Business Intelligence, Certified Business Intelligence Professional (CBIP), or equivalent).
• Google Cloud Digital Leader Certification or comparable cloud data platform credential.

• Certified Professional in Healthcare Information & Management Systems (CPHIMS).
• Additional EPIC certifications aligned to assigned domains (e.g., Revenue Data Model, Clarity Ambulatory Model, Clarity Resolute Professional Billing).
• Certified Scrum Product Owner (CSPO).