Independent Health ? Manager-IT Service Delivery ? Williamsville, NY

Job title: Manager-IT Service Delivery

Company: Independent Health

Job description: FIND YOUR FUTURE

We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and commitment to diversity and inclusion.

Overview

The Manager-IT Service Delivery will be responsible for the overall management and successful routing of all IT Service Requests. This responsibility will include the design and administration of the necessary workflows ensuring required approvals and effective routing of IT related tasks to the appropriate business management and IT teams. It will also include the actions on all HR related requests generated from Workday, which requires collaboration with HR, business managers, IRO and IT in the creation and maintenance of Enterprise Roles and the associated required hardware, software, and system access. In addition, the Manager will use project management methodologies and System Life Cycle disciplines to ensure successful implementation of smaller IT projects associated with non-standard Service Requests in support of initiatives where coordination between various business units and IT teams are necessary along with the coordination of various system, access, software, and hardware requests. The Manager will directly oversee the IT Service Delivery team which currently processes over 1200 requests on an annual basis. In addition, the Manager-IT Service Delivery will understand critical business processes and prioritize requests accordingly. The ability to communicate effectively with all levels of the organization, including senior business and technical management, and strategic partners will be essential.

Qualifications
? Bachelor?s degree required. An additional four (4) years of experience will be considered in lieu of degree.
? Five (5) years of experience in IT required.
? Two (2) years of progressive leadership/management responsibility required including one (1) year of offshore vendor management experience.
? Working knowledge of applications and technologies required for successful and secure remote Work from Home (WFH) environment such as Citrix, VPN, MFA, SSO, certificates, Hoteling and End Point Securities. Working understanding of IRO risk reduction initiatives/DLP and their importance in WFH.
? Working Experience with Microsoft O-365 collaboration tools (Outlook, TEAMs, OneDrive, OneNote, SharePoint, Yammer, etc.)
? Working experience with Microsoft Active Directory ?AD? and Identity and Access Management ?IAM? including integration tools such as SailPoint.
? Proven ability in incident management, problem management and escalation.
? Project management skills including identification of resources, creation of project and implementation plans and expected deliverables.
? Detailed knowledge of ITIL processes and related software such as monitoring and service management tools.
? Strong analytical abilities to accurately determine root cause of various issues in a timely fashion.
? Ability to effectively communicate at a professional level with all levels of the organization.
? Initiate self-directed learning opportunities, identify applicability and demonstrate use of the acquired skills.
? Ability to learn and support a rapidly changing environment
? Aptitude and desire to investigate and understand emerging technologies and how they can be leveraged to solve business problems.
? Experience working in a regulated environment with familiarity with HIPAA, COBIT and ITIL.
? Proven examples of displaying the IH values: Passionate, Caring, Respectful, Collaborative and Accountable.

Essential Accountabilities

Oversee IT Service Delivery team:
? Provide technical guidance, leadership, coaching, and mentorship to the team that will ensure that service delivery and accountability are achieved while meeting all regulatory and compliance requirements.
? Provide day-to-day technical support to various IT resources to solve problems and provide guidance and direction towards timely resolution.
? Embrace and promote the continual development of each team member.
? Conduct one-on-one reviews with all team members, to build more effective communications, to understand training and development needs, and to provide insight.

Management of IT service requests:
? Facilitate a collaborative approach to incident resolution and make well-reasoned decisions.
? Monitor work queues to ensure timely fulfillment and delivery.
? Work with various hiring managers to ensure that appropriate assignment of equipment and peripherals are ordered and deployed in advance of the start date.
? Work with Information Risk and various hiring managers to adjust/correct/update Enterprise Roles to ensure that appropriate systems and services are deployed as part of the onboarding process.
? Work with Information Risk and HR to develop Request Workflows that ensure appropriate routing to the various teams responsible for required approvals.
? Maintain accountability to ensure the timely recovery of WFH equipment by working with Human Resources, the Service Desk, and Asset Management teams as well as direct contact with the terminated user as required.
? Work with various IT vendors, the IT Procurement team and the Desktop Team for the purchase of computer hardware and peripherals.
? Manage and coordinate IHA issued phones by working with the end user community, Field Services and Verizon on the purchase and service for IHA issued mobile devices.
? Ensure appropriate SOP?s and other documentation related to service requests
? Seek and implement ?shift left? opportunities to leverage managed services relationships to remove burdensome tasks from IHA System Administrators to IHA?s managed services providers.
? Seek opportunities for ITSM process improvement in SOM as well as other business processes that would benefit by being either automated or streamlined.
? Engage the team and multiple business partners to maintain a high level of service to all associates and affiliates or their customers.
? Work closely with IHA leadership, associates, and service providers to ensure adherence in the implementation of the IHA?s IT strategic plans.
? Maintain a high degree of ownership and accountability in matters associated with IT Service Operations as it relates to service request coordination and delivery.
? Define, coordinate and execute departmental requests (small projects) that require multiple points of contact that might include collaboration with multiple departments.
? Support various business units by assisting with planning, organizing, and directing the completion of specific projects within the IT Service Operations organization while ensuring these projects are on time and on budget, while creating business analysis, outlining problems, opportunities, and solutions for a business.
? Coordinate directly, or provide oversight and guidance, for larger project initiatives that result in communication with the end user community.
? Participate as an active team member in Enterprise initiatives such as O365, SailPoint or SOM enhancement as required.
? Assist with the development and implementation of SOP?s.
? Interact with management and staff to provide technical assistance for continuous improvement of IT solutions.
? Identify and implement best practices to improve the value and quality of services provided to our associates and our customers in a collaborative manner,
? Perform multiple tasks concurrently and respond to emergency situations effectively.

As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant?s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. for additional EEO/AAP or Reasonable Accommodation information.

Current Associates must apply internally via their Career Worklet.

Expected salary:

Location: Williamsville, NY

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