Cooper University Health Care · 1 month ago
MANAGER IT SERVICE MANAGEMENT
Camden, NJ
Full-time
Onsite
Entry, Mid Level
2+ years expCooper University Health Care is committed to providing extraordinary health care and is seeking an IT Service Delivery Manager to lead their Service Management team. The role involves improving user experience, streamlining IT workflows, managing vendor relations, and ensuring the success of the Epic Service Delivery team.
Health CareInnovation Management
Responsibilities
Develop and implement AI vision for IT Service Management systems
Assess customer needs and requirements to direct IT solutions and service offerings
Gather customer information and feedback utilizing internal customer surveys, helpdesk surveys, direct customer communications
Establish, monitor, and update IT Service Level Agreements and metrics
Facilitate improved IT processes, services, systems and operations through the development and implementation of necessary action plans
Monitor departmental performance and lead improvement efforts
Support the delivery of services within agreed Service Levels
Facilitate the definition and communication of department policies and procedures. Oversees implementation of new policies and procedures and regular evaluation and improvement efforts
Make recommendations on appropriate IT strategies and best practices to implement to surmount challenges and achieve set objectives
Communicate and promotes service standards for IT. Keeps IT informed of departmental performance and compliance. Escalates challenges and issues in service delivery
Increase Organizational awareness related to the IT services provided
Provide detailed reports to organization on Service Level agreement performance and other performance metrics
Directly Manage staff supporting Information Technology Service Management Tools (ServiceNow, Planview, etc.), Service Delivery leads and Quality Assurance Analysts
Matrix Management of Application Service Delivery analyst in incident response, maintenance change requests, testing and general support of department needs
Develop knowledge sharing and cross training plans for Service Delivery team and direct staff
Manage Vendor relationships for 3rd parties providing helpdesk and other support services. Monitor vendor performance, contract compliance and improvement processes. Conduct contract negotiations
Facilitate the proliferation and accuracy of the ITSM content including configuration items, application database and Standard Operating Procedures
Drive knowledge sharing through the development and continuous refinement of a Knowledge Database with the ITSM System
Product Manager driving effective use of IT Service Management systems
Conduct systems audits to identify compliance with standards, completeness of data, vendor compliance and performance, etc
Carry out tests and troubleshooting to detect issues with an IT system
Manage the establishment of Quality Assurance best practices and standards
Product Manager for automated testing tool, driving its effective use within the department
Qualification
Required
2-4 years of IT Service Management experience in a Health Care environment
2-4 years of experience with ServiceNow or similar ITSM tool
10-15 years of relevant Service Management experience required in lieu of Bachelors' Degree
Preferred
Bachelors preferred
ITIL Service Management experience within a health care environment
ITIL Certifications preferred
Seasoned experience with ServiceNow or similar ITSM tool
Benefits
Health
Dental
Vision
Life
Disability
Retirement
Company
Cooper University Health Care
Cooper University Health Care is the leading academic health system in South Jersey and provides access to primary, specialty, tertiary, and urgent care, all within one complete health system.
Founded in 1887Camden, New Jersey, USA
10001+ employees
H1B Sponsorship
Cooper University Health Care has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (3)
2023 (10)
2022 (12)
2021 (10)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$0.1MKey Investors
Foundation For Health Advancement
2023-08-14Grant· $0.1M
Leadership Team
Anthony Mazzarelli
Co-President / Chief Executive Officer
Brian Reilly
Chief Financial Officer
Recent News
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