JFK Johnson Rehabilitation Institute · 17 hours ago
IT MANAGER, SERVICE MANAGEMENT - DIGITAL TECHNOLOGY SERVICE
Edison, NJ
Full-time
Onsite
Senior Level
7+ years expHackensack Meridian Health is dedicated to transforming healthcare and serving as a leader of positive change. The Manager of IT Service Management will lead a team to manage ITIL service processes, ensure effective communication between teams, and drive service improvement across the network.
Hospital & Health Care
Responsibilities
Define, document, agree, monitor, measure, report and review the level of IT services provided
Provide and improve relationship and communication with the business and customers
Ensure that specific and measurable targets are developed for all IT services
Monitor and improve customer satisfaction with the quality of service delivered
Monitor service performance against Service Level Agreements
Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
Designing Service Level Agreement frameworks
Determine, document and agree on requirements for new services and produce Service Level Reports
Review and revise underpinning agreements and service scope
Produce service reports and ensure all reports are available for later use
Conduct service reviews and instigate improvements within overall Service Improvement Plan
Ensuring Service Measuring activities are included in relevant ITIL processes
Ensuring Service Measuring roles are taken to deploy Service Measuring activities
Work closely with Continual Service Improvement (CSI) process owner
Defines and reports on Key Performance Indicators (KPIs), applying CSI activities to produce winning KPIs
Making recommendations for Service Improvement Plans (SIPs)
Ensuring the Service Measurement process is performed as designed
Developing a Service Measurement model for the role of Service Reporting Manager
Ensuring the Service Measurement process is fit for purpose
Ensuring process description meets objectives
Sponsorship, design, and CSI of the process and its metrics
Following the organization's policies relating to employment
Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations
Builds positive relationships with managers and staff in all areas
Prioritizes and responds promptly to needs of the customer
Recognizes opportunities for service recovery and acts to resolve issues
Other duties and projects as assigned and in a timely fashion
Adheres to the Medical Center's Organizational Competencies and Standards of Behavior
Qualification
Required
Bachelor's degree in Business Management, IT or other related IT/health field
A minimum of 7 years of experience in a technical multi-discipline management
Requires leadership skills, judgment, creativity, and comprehensive knowledge of the field
Ability to manage problems, build collaborative relationships and drive strategic direction
Proven maturity and strength in team leadership, team building, and communication, coaching, and providing timely essential feedback to others
Demonstrated ability to proactively address problems and situations
Preferred
Master's degree in Business Management, IT or other related IT/health field
Information Technology Infrastructure Library (ITIL) V3 certification
Benefits
Health
Dental
Vision
Paid leave
Tuition reimbursement
Retirement benefits
Company
JFK Johnson Rehabilitation Institute
Offering New Jersey’s most comprehensive rehabilitation services, JFK Johnson Rehabilitation Institute is a 94-bed facility located in Edison, NJ, serving residents of the tristate area for more than 40 years.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase