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Our IT Service Management team is instrumental in guiding how we deliver IT services across the Montefiore organization. We are seeking a Senior Service Process Manager is a key role to perform a key role within the service team and is involved in supervising resources for Incident, Request/Self-Service, Problem, Change, Configuration, and Knowledge Management. The Senior Service Process Manager will provide guidance and oversee their direct reports, ensuring work aligns with goals set by the Director.  The Senior Service Process Manager develops processes and methodologies with the customer in mind and provides outstanding client service, contributing to the organization’s mission of utilizing information technology to improve patient care. They will lead and manage projects and initiatives as assigned by the Director, delivering expected results.


Roles and key responsibilities of Service Process Senior Manager:

•    Lead / contribute in new business initiatives – determine and analyze requirements, partner with customers and cross-functional MIT groups for successful process integration, edit/publish process and related documentation

•    Supervise direct reports and provide technical SME for multiple processes including but not limited to creating and maintaining documentation, measuring/monitoring effectiveness, and reviewing metrics with management:
-    Incident Management 
-    Request Management/Self-Service Catalog
-    Problem Management
-    Change Management
-    Configuration Management
-    Knowledge Management

•    Lead projects and initiatives, aligning with department Director and overall MIT/Organization goals:
•    Collaborate with other MIT groups and customers as necessary for new initiatives, plans for successful go live implementation, and post go live management review 


PM responsibility for projects and initiatives such as:
-    Affiliate MIT integration and process adherence
-    New hire onboarding
-    Process and support groups balanced scorecards
-    Other customer / MIT requirements as requested
•    Create, report and present metrics
•    Produce management information, including reports, dashboards, and KPI
•    Liaison with key groups such as Service Desk, Operations, Product Management, and Support Analysts/Technicians
•    Work intimately with tool process teams to develop process/product road maps to align with changing and growing business needs, setting and managing goals for delivery of changes and introduction of new service tools
•    Identify process maturity levels and periodically update assessment and action items for continuous process improvement 
•    Ensure process/project documentation is updated and available per audit requirements
•    Drive the Continuous Process Improvement Committee engaging in constructive activities to improve services 
•    Mentor and identify training needs for team members, ensuring professional development and superior technical expertise.
•    Mentor and identify training needs for team members, ensuring professional development and superior technical expertise.
•    Perform backup function for other process areas as needed
•    Perform other duties as assigned



•    Demonstrated implementation success of Process initiatives
•    ITIL intermediate/practitioner certification required
•    Significant experience in ITIL area of focus required
•    Strong communication and documentation skills required
•    Strong workflow diagram design skills required
•    Intimate knowledge and experience with Project Management Process desirable
•    Lean or Six Sigma methodology desirable


Department: Montefiore Information Technology Bargaining Unit: Non Union Campus: YONKERS  Employment Status: Regular Full-Time Address: 111 East 210th Street, Bronx
Shift: Day Scheduled Hours: 8:30 AM-5 PM Req ID: 200403 



Diversity, equity and inclusion are core values of Montefiore. We are committed to recruiting and creating an environment in which associates feel empowered to thrive and be their authentic selves through our inclusive culture. We welcome your interest and invite you to join us.


Montefiore is an equal employment opportunity employer. Montefiore will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law. 



To heal, to teach, to discover and to advance the health of the communities we serve.

To be a premier academic medical center that transforms health and enriches lives.

Define our philosophy of care, they shape our actions and motivate and inspire us to pursue excellence and achieve the goals we have set forth for the future. Our values include:

  • Humanity
  • Innovation
  • Teamwork
  • Diversity
  • Equity