Gundersen Health System · 20 hours ago
Director | Service Management
La Crosse, WI
Full-time
Onsite
Director/Executive
10+ years expGundersen Health System is dedicated to providing love and medicine through innovative healthcare solutions. They are seeking a Director of Service Management to oversee the ServiceNow platform and IT Service Desk, ensuring high-quality IT services and alignment with organizational objectives.
Health CareHospitalMedicalNon Profit
Responsibilities
Develop and execute a comprehensive service management strategy that supports ITDS and enterprise goals, including continuous improvement of the ServiceNow platform and service desk operations
Lead, mentor, and develop the service management and service desk teams, promoting a culture of customer service excellence and operational efficiency
Manage the ServiceNow instance to ensure optimal configuration, integration, and utilization aligned with ITIL processes and organizational needs
Champion ITIL best practices across service management functions, including incident, problem, change, and request management
Drive initiatives to enhance the end-user experience, ensuring timely and effective resolution of IT service requests and incidents
Partner with ITDS, clinical operations, and other stakeholders to align service management activities with business priorities and digital transformation efforts
Establish and monitor key performance indicators (KPIs) for service desk and ServiceNow operations, using data to inform continuous improvement
Engage with senior leadership and business partners to communicate service management performance, challenges, and opportunities
Stay current with industry trends, emerging technologies, and ITSM best practices to drive innovation in service delivery
Qualification
Required
Bachelor's degree in Information Technology, Business Administration, or a related field required
Minimum of 10 years of experience overseeing IT service management functions, including Service Desk operations and ITSM platforms such as ServiceNow
At least 5 years of leadership experience managing cross-functional teams in IT service delivery or service management roles
Proven experience partnering with multiple departments (IT, clinical operations, patient experience, etc.) to align service management with organizational goals
Strong customer service background with demonstrated ability to improve service quality and user satisfaction
Preferred
Master's degree preferred
Benefits
Tailored Benefits Package: We offer a comprehensive benefits package that varies based on your location.
Flexible work location: While this role offers some flexibility in work location, candidates must reside within a reasonable commuting distance of La Crosse or Green Bay, WI due to on-site needs.
Company
Gundersen Health System
Gundersen Health System provides quality health services through a comprehensive health network.
5001-10000 employees
H1B Sponsorship
Gundersen Health System 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 (8)
2024 (6)
2023 (7)
2022 (10)
2021 (11)
2020 (4)
Funding
Current Stage
Late StageLeadership Team
Jeff Thompson, MD
Author, Speaker, Pediatrician, CEO Emeritus
Andrea Hauser
Chief Nursing Officer
Recent News
2025-03-11
Company data provided by crunchbase