IT Service Delivery Manager in Addison, TX at Solis

Date Posted: 8/9/2019

Job Snapshot

Job Description

At Solis Mammography, our patient-focused culture is at the heart of every interaction. We deliver the care, compassion and high-touch experience that have made us a valued healthcare partner to the generations of women that we serve. 

As the nation’s leader in breast health services, our commitment to providing excellence in patient care is realized at every level of our organization. If you would like to join a dynamic team dedicated to best-in-class quality and service excellence, we would like to speak to you.

The Service Delivery Manager oversees several key functions within the IT department that enable the delivery of high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.  The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner.  This role requires managing and coordinating the appropriate resources to ensure optimal service delivery and ensure that all issues raised are resolved in accordance with the applicable procedures and Service Level Requirements.

RESULTS MEASURED BY THE FOLLOWING RESPONSIBILITIES:

Service Delivery 

  • Ensure availability of necessary application systems to support business and operation needs.
  • Establish and measure IT performance relative to cost, value creation and customer satisfaction in the key areas of operating systems, telecommunications, network management, and desktop support.
  • Manage Incident, Problem, and Change Management
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with third-party teams and vendors to ensure service level adherence
  • Provide monthly accurate management reporting on IT Service performance
  • Maintain high performing service support functions including the IT Service Desk
  • Owner of the Incident, Problem, and Change Management processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities
  • Take and/or assign ownership of major incidents to ensure participation of resources from impacted areas, effective communication to leadership, and root cause analysis
  • Champion Service Delivery in projects to effectively manage the transition to operations
  • Drive third-party service delivery meetings to periodically review vendor and outsourced service performance

 Leadership 

  • Provide management to the team by communicating vision, strategies, and objectives
  • Assist in the planning, preparation, development and successful execution of departmental budgets.
  • Establish performance management and professional development as a priority and ensure that managers and staff are working together on development goals. 

Research and Analysis 

  • Stay well-informed of best practices in the IT service delivery field, coordinate and/or evaluates new and emerging practices and recommends and promotes adoption as appropriate.

 Other Duties 

  • Represent the organization with federal, state, local, and professional organizations in the area of IT infrastructure.
  • Other duties as assigned

 

Job Requirements

SKILLS/QUALIFICATIONS:

  • Demonstrated competency in strategic thinking and leadership with strong abilities in relationship management amongst peers, team members, and within all levels of the organization.
  • A proven ability to lead by motivating, inspiring, and supporting team, leaders and management to successfully achieve their divisional and departmental objectives.
  • Thorough knowledge of general principles of the budget, ITIL, project management, and IT.
  • Exceptional verbal and written communication skills. 

 BENEFITS AVAILABLE FIRST DAY OF EMPLOYMENT:

  • Medical/Dental/Vision Insurance
  • Life & Disability Insurance
  • Pet Insurance
  • 401k Plan
  • Wellness Program
  • Paid Time Off (15 Days)
  • 8 Paid Holidays