Manager ITSM Practice & Product Owner

**AdventHealth Information Technology**

**Location:** Virtual

**All the benefits and perks you need for you and your family:**

+ Benefits from Day One

+ Career Development

+ Whole Person Wellbeing Resources

+ Award-winning IT Department

**Our promise to you:**

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that **together** we are even better.

**Schedule:** Full-Time, Monday – Friday, 9a-5p EST

**The role you’ll contribute:**

This position will be responsible for the day-to-day execution of the following centralized IT Service Management Internal IT Fulfillment practices and products including the creation, product management, improvement, and deployment of the practices at AIT following the ITIL Framework.

+ Change Enablement

+ Incident Management

+ Problem Management

+ Release Management

+ Request Management

The Manager is responsible for the planning and execution of the assigned practices and products that support business operations and technology requirements, while ensuring IT remains in compliance with internal and external audit requirements.

**The value you’ll bring to the team:**

+ Advocates for the adoption, business alignment, and improvement for the service management processes, products and activities at AIT based on ITIL best practice.

+ Leads the development of policies, SOPs and Work Instructions for all assigned service management practices

+ Acts as liaison between business process owners, managers and users to validate process improvement opportunities.

+ Accountable for the ongoing business value and integrity of the process design across the functional and organizational boundaries the process crosses

+ Planning and implementing practices, orientation and training to ensure organizational understanding and adoption of the process activities

+ Accountable for protecting, measuring and reporting on process compliance

+ Representing processes areas to key stakeholders

+ Provides training on service management processes and tools.

+ Stays current with emerging trends in service management, proposing and developing plans to further the function.

+ Mentors other team members who may be less experienced in-service management areas with meeting various business needs.

+ Assists in facilitating and promoting organizational change.

+ Identifies and documents risks, issues in service delivery and works with teams to develop mitigation strategies.

+ Collaborate with peers in AIT to improve process adoption and alignment.

+ Develop the service management staff to meet the changing needs of business, users, groups and locations; new projects and technologies

+ Provide management reports summarizing process compliance.

+ Collaborate with peers and other process owners (e.g., change, event, problem, and incident).

+ Continual Service Improvement (CSI).

+ Practice and Product Areas Internal IT Fulfillment

+ Developing and improving the Incident Management practice and product with focus on restoration of service

+ Developing and improving the Request Fulfillment practice and product with focus on quality and customer service

+ Developing and improving the Problem Management process with focus on documentation and remediation of Known Errors

+ Developing and improving the Change Management process with focus on controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services

+ Developing and improving the Release Management process with focus on delivering new functionality required by the business while protecting the integrity of existing services

+ Own and maintain the accuracy of the Known Error Database (KEDB)

+ The definition and maintenance of processes, policies and procedures for the assigned processes

+ Defining and reporting on Critical Success Factors (CSF) & Key Performance Indicators (KPIs)

+ Management of analysts that report to the Internal IT Fulfillment areas

Qualifications

**The expertise and experiences you’ll need to succeed:**

**KNOWLEDGE AND EXPERIENCE STRONGLY PREFERRED:**

+ 10 years of ITSM experience required.

+ Demonstrates problem solving skills, including adapting to changing business requirements

+ Demonstrates the ability to achieve objectives via influence of others

+ Ability to communicate both written and verbally with all levels of the enterprise

+ Demonstrated ability to lead via example, building adherence to AdventHealth's mission to extend the healing ministry of Christ.

+ Proven ability to foster a culture of diversity and innovation within Service Management and Service Delivery.

+ Sound facilitation, consensus building and conflict resolution skills

+ Ability to interpret, apply and advise on established standards and processes.

+ The ability to multitask in a fast-paced environment.

+ Ability to process computer data and to format and generate reports.

+ Self-motivated with great attention to detail.

+ Enterprise experience in healthcare environment.

+ Strong knowledge of Incident Management, Problem Management, Change Management, Release Management, and Request Management in a Service Management tool (i.e., ServiceNow).

**KNOWLEDGE AND EXPERIENCE PREFERRED:**

+ Knowledge of Service Management and how it relates to technology workflows throughout a healthcare organization

+ Project Management

+ Vendor Management

**EDUCATION AND EXPERIENCE REQUIRED:**

+ Bachelor's degree in Computer Science, MIS, or BSIT or relevant experience

+ Minimum 5 years enterprise experience in IT Service Management

+ Minimum 3 years of leadership experience

**EDUCATION AND EXPERIENCE PREFERRED:**

+ Bachelor's degree in Computer Science, MIS, or BSIT

**LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:**

+ ITIL V3 Intermediate OSA Certification

+ ITIL V3 Intermediate RCV Certification

+ ITIL V3 Intermediate PPO Certification

+ ITIL V3 Expert or ITIL 4 Managing Professional

+ COBIT 5.0

**SUPERVISORY RESPONSIBILITIES**

+ Leadership and mentoring of IT Service Management staff for assigned process areas

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

**Category:** Information Systems

**Organization:** AdventHealth Information Technology

**Schedule:** Full-time

**Shift:** 1 - Day

**Req ID:** 24039457

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.