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Date: Jan 8, 2019

Location: YONKERS, NY, US

Company: Montefiore Medical Center

Montefiore’s thriving IT Service Management organization drives our excellence in providing IT customer service to stakeholders across our enterprise. We are seeking an IT Service Manager to oversee delivery of IT services to clinicians, administrators, and others at our clinical facilities. The IT Service Manager oversees Service Management for an assigned customer base. In this capacity, the Manager oversees delivery of services to address incidents, problems, changes and enhancements required by customers, while maintaining the highest levels of customer satisfaction.



  • 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.
  • 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 Regional Director to develop appropriate metrics to insure 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.
  • Responsible for staffing decisions and contribute to this exercise for matrix-managed team members.
  • Report back to the customer management teams as well as the Regional Director to maintain appropriate support levels for customers. Interact on a regular basis with managers and supervisors, responsible for various departments.
  • Ensure the highest level of quality and excellent customer service is being delivered within assigned locations.
  • 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 assigned locations.
  • Introduce ITIL processes.
  • Coordinate with Service Process Managers responsible for Incident Management, Request Management, Problem Management, Configuration Management, and Change Management.
  • Participate in process enhancement meetings, metrics/KPI standards review, and industry forums/conferences.
  • Stay current on IT best practices and support trends.




  • Five plus (5+) years of progressive management experience in IT
  • IT project management experience
  • Understanding of IT infrastructure
  • Experience collaborating with customers to align strategic IT service portfolio with business needs
  • 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
  • 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 work flow, and ensuring the development and implementation of any necessary corrective actions to meet objectives
  • Bachelor’s degree or equivalent experience.



  • ITIL certifications or knowledge
  • IT experience in a hospital or other health care enterprise




Department: Montefiore Information Technology Bargaining Unit: Non Union Campus: YONKERS  Employment Status: Regular Full-Time Address: 3 Odell Plaza, Yonkers
Shift: N/A Scheduled Hours: 8:30 AM-5 PM Req ID: 98397 


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. 



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