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Director, Service Process Management


“In IT Service Management, we’re about the customers, their experience with technology, and connecting the dots in between.  We’re about mapping out simple processes that produce real value and deliver solid services.  We’re about measuring what matters, and continuous service improvement.  We don’t worry about going the extra mile, we do it willingly.  Our team thrives on success through exemplifying these core values in everything we do- Passion, Purpose, Patience, Positive and Pride.  We care about doing what’s right and not just what’s easy.  We listen, we learn, and we communicate to everyone and all the time.  We are service, with a smile.


Our IT Service Management department (ITSM) is 95 people strong and growing. We are seeking a Director of Service Process Management where the voice of the customer and continuous service improvements are paramount. In this mission-critical role, the Director will oversee the Service Management components of the organization. The Director will be responsible for orchestrating service definitions, metrics and a service-oriented approach for the organization, aligned with and effectively enabling the overall mission and strategic goals of Montefiore around IT & Service Process Delivery. The Director will work on continuous improvement of communication and training plans for executing the processes. This individual is a big thinker, excited by the opportunity to grow and will lead a best in class team to drive the following items:


  • Maturing already defined ITIL processes, specifically incident, problem, request, change, configuration, and service level management processes, measuring effectiveness of these processes and pursuing continuous service improvements on an ongoing basis.
  • Strategizing, developing, implementing and managing processes for onboarding new technologies/product services that require collaboration with providers external to Montefiore.
  • Understanding the importance of customer experience and how it ties back to process, and acting as a change agent where necessary.
  • Driving the improvement of all service processes and implementing processes that will have continuous long-term benefits.
  • Communicating and training all support teams on process definition and instrumentation, including oversight of necessary training during roll-out stages.
  • Ensuring Standard Operating Procedures (SOP’s) are aligned with and supporting all standardized processes, and are reviewed/amended as changes to the process are rolled out.
  • Measuring the process effectiveness and efficiency and providing a roadmap for improvement and maturity over time.
  • Generating reports, and sharing metrics with line-level managers, directors, regional directors, senior management and business leaders on a regular basis, with a focus on key performance indicators (KPI’s) aligned with industry best practices.
  • Actively participating with support teams in IT, for understanding of process challenges, tool enhancement requests, and general resource concerns.
  • Ongoing participation in tool instrumentation recommendations and alignment with new and evolving industry practices.



  • Bachelors/Masters or equivalent experience
  • 7+ years implementing ITIL processes as a practitioner- with a proven record of success
  • 10+ years in a managerial role within IT, overseeing a support operations team
  • Knowledge of IT systems, networking and IT operations
  • Deep-rooted knowledge of ITIL Processes; ITIL Certification at an intermediate/practitioner level.  Six Sigma/LEAN is also acceptable.
  • Prior experience working in Hospital & Healthcare is desirable.
  • Strong reporting and analysis skills, and knowledge of KPI’s/standards in the support industry
  • Strong presentation skills, especially in large audiences, senior/executive management, and business relationships
  • Strong mastery of language and editing skills, for document review/approval
  • Strong skill with flow charting and process depiction with diagrams
  • Strong management/leadership skills:  Foster a spirit of teamwork and unity; delegate effectively; coach, mentor, develop, motivate and empower staff.
  • Combination of business acumen and IT expertise
  • Ability to deep-dive with IT professionals and then provide clear and informative briefings to the management team
  • Previous experience driving continuous service improvement
  • Fluid thinker, thought leader
  • Must be comfortable with ambiguity and competing priorities and have a high tolerance for risk
  • Strong report development (Crystal, Boxi, Xtraction Dashboarding) skills
  • Familiarity with the CA Service Desk tool is an advantage, as is Six Sigma training


Montefiore Information Technology is a wholly owned subsidiary of Montefiore Medical Center. Montefiore, the University Hospital for Albert Einstein College of Medicine, is one of healthcare’s most wired hospitals, widely recognized by the Hospitals & Health Networks' 15th annual Most Wired Survey for our adoption of technology to support clinical care and patient safety and privacy, infrastructure, business and administrative management, and the continuum of care.


Our experts deploy new technologies, define new business processes and provide stakeholders across the institution with the resources needed to meet their most difficult challenges. As a Montefiore IT employee, you’ll have ample opportunities to transform patient care, improve health outcomes and gain insight into the technical workings of one of the nation’s top academic medical centers. Join us in our mission to improve the quality of healthcare through advanced IT solutions! Montefiore IT is located in Yonkers, NY.



Department: Montefiore Information Technology Bargaining Unit: Non Union Campus: YONKERS  Employment Status: Regular Full-Time Address: 3 Odell Plaza, Yonkers
Shift: Day Scheduled Hours: 8:30 AM-5 PM Req ID: 110689 


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




Nearest Major Market: Yonkers
Nearest Secondary Market: New York City