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IT SERVICE MANAGER - SERVICE MANAGEMENT - 5730

YONKERS, NY, US


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.

 

The IT Service Manager serves as IT Liaison to Montefiore’s campus's (as assigned) to enhance communication, support and system services at each assigned facility. Develops relationships with Campus leadership and serves as part of the leadership team advising on activities and events at each campus that potentially impacts IT resources and technology. Educates campus leaders on IT policies and procedures, and updates the leadership team on new technology initiatives impacting the facility while demonstrating a clear IT vision to the associated business or operation.

 

RESPONSIBILITIES INLCUDE:

  • 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.
  • Manages multiple teams of Information Technology professionals. Assigns both project based work and production work through managers or teamleads. Oversees the teams’ personnel management and project management.


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.
  • Participate in daliy huddles/IT Nursing Commuttee./Town Hall Meeting etc.  Acting a liaison back to IT to address concerns, opportunities, and provide updates and status back to committess and campus.

 

 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 Regional Director.
  • Participate in industry forums/conferences to stay current on IT best practices and support trends.
     

EXPERIENCE REQUIREMENTS:

  • Five plus (5+) years of progressive management experience in IT
  • 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.

 

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: 194704 

 

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. 

 

LI-KK1-REDIRECT 


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

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

Values
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