IT SERVICE DELIVERY MANAGER - 0083

Montefiore is ranked among the top hospitals nationally and regionally by U.S. News & World Report. For more than 100 years we have been innovating new treatments, procedures, and approaches to patient care, producing stellar outcomes, and raising the bar for academic medical centers in the region and around the world.

Join our award-winning IT organization! We offer strong benefits, generous time off and a very competitive 403B contribution.

*Montefiore requires employees to reside in NY, NJ, CT, or PA, to be available to work in office when required, and to be vaccinated, including for Flu and COVID.

The IT Service Delivery Manager is responsible for the oversight of all IT Service Management disciplines and practices across a customer base including managing a team of IT support and project professionals. This Manager reports to the Director of IT Service Delivery Management and is part of the service delivery team. The IT Service Delivery Manager is responsible for maintaining client relationships, coordinating service delivery for project-based work, monitoring performance, and continuously improving processes. The IT Service Delivery Manager provides outstanding client service and contributes to the organization’s mission of utilizing information technology to improve patient care. They will oversee and manage both the day-to-day customer support as well as projects for the region they manage. This role requires a customer-centric attitude, strong leadership, communication, and problem-solving skills, as well as the ability to work well under pressure.

• Oversees delivery of technical customer service and support for a designated customer base within a regional framework. In this capacity, the Manager oversees delivery of services by the vendor that involves incidents, problems, changes, and enhancements required by customers, while maintaining the highest levels of customer satisfaction. They will directly supervise the project work executed by the service delivery team focusing on budget, scope, and timelines.
  • Oversee & communicate the IT service delivery model for customers. The service delivery model covers all aspects of IT services to be delivered in a service level agreement framework, adhering to key performance indicators, and flexible delivery capacity requirements.
  • Plan the work, delegate effectively and follow up with staff, providing support and guidance.
  • Responsible for resource allocation, managing assignments, and overseeing the work performed by the team.
  • Evaluate the team and its members’ level of performance, to provide performance management and establish the delivery of top tier services and solutions to the client.
  • Tailor the project or program planning to meet the needs of the client and the interests of the company.
  • Create schedules, assignments, priorities and direction to the team members and vendor personnel.
  • Develop work and cost estimates, program priorities, resource requirements, project scope, and objectives.
  • Work with service delivery teams to prioritize the need around technical support resources and application support analysts required to meet the tactical needs of customers.
  • Work with the Service Delivery Director to develop appropriate metrics to ensure the highest levels of service are met.
  • Accountable for the quality of the service delivered by matrix-managed resources and sharing metrics with other group managers to improve these metrics. Evaluate the service delivery team and its members’ level of performance, to provide performance management and establish the delivery of top tier services to the client for both day-to-day support and key projects.
  • Responsible for staffing decisions and contribute to this exercise for matrix-managed team members.
• Report back to the Vendor Management Organization (VMO) as well as the Service Delivery Director to maintain appropriate support levels for customers.
• Interact on a regular basis with both operational and IT management to ensure that customer needs are being met and issues escalated as needed.
• Primary areas of responsibility include:

• Ensure the highest levels of quality and excellent customer service is being delivered to the individual location(s) he/she is responsible for.
  • Act as an escalation point for the customer for any outstanding incidents, problems, requests, problems, and changes.
  • Be an advocate for IT service teams, setting expectations appropriately for IT support teams, as well as giving insight on priorities/initiatives within the locations(s) responsible for.
  • Coordinate with Service Process Managers responsible for Incident Management, Request Management, Problem Management, Configuration Management, and Change Management.
  • Oversee both the day-to-day support teams as well as project focused teams for the region you are assigned.
  • Manage the team to KPI’s and metrics as needed to continually provide the highest level of customer satisfaction.
  • Extensive vendor management / relationship experience including regular meetings and discussing and holding vendor to agreed upon SLAs and KPI’s

• May be responsible for some or all of the following:

• Participate in process enhancement committees for core IT service management processes.
• Participate in metrics/KPI standards reviews & improvement of this area.
• Participate in/facilitate key meetings on behalf of the Director of Service Delivery.
• Participate in industry forums/conferences to stay current on IT best practices and support trends.

Required:

• Bachelor’s degree or equivalent experience.
• 5+ years of progressive management experience in IT.
• Required to work on-site at least 4 days per week, interacting with leaders at the designated customer sites. Requires exceptional presentation, communication, and finesse. This customer-centric role demands the ability to prioritize customer needs, demonstrate empathy, and effectively manage challenging interactions. Must be resilient, able to assure customers, and maintain professionalism under pressure as the sole IT representative on site.
• Must possess exceptional verbal and written communication skills, demonstrating the ability to convey complex information clearly and effectively to all levels of management with a high degree of polish and refinement.
• Experience collaborating with customers to align strategic IT service portfolio with business needs.
• Experience managing matrixed teams that perform both day-to-day support and/or enterprise project work.
• Experience operating in an environment with an overall delivery model for enterprise IT services and a service-oriented approach.
• Experience developing and publishing services and SLAs.
• Experience building and maturing relationships with customers to ensure alignment of enterprise architecture with business needs.
• Serve as a liaison to the business units and end-users. Work with client managers to supply proposals and solutions that meet the client’s specific needs.
• Mitigate escalations of client incidents and issues. Assess and troubleshoot, consult with vendors, and coordinate with other teams for problem resolution.
• Strong experience leading and managing an IT service team, coaching and mentoring others, assessing staff performance and providing for professional development opportunities, developing processes to encourage knowledge sharing, collaboration and workflow, and ensuring the development and implementation of any necessary corrective actions to meet objectives.

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: 221529 Salary Range/Pay Rate: $106,012.50 - $141,350.00       

For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

To learn more about the “Montefiore Difference” – who we are at Montefiore and all that we have to offer our associates, please click here.  

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. 

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