At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.

Summary of Primary Function:

The Service Delivery Manager is responsible for the vision, strategic direction and implementation of the ministry's cloud-based IT service management tool, ServiceNow. This position will lead the Service Management team and development of key IT policies and standards. This position will also drive on-boarding of new or additional service management features and collaborate with various departments throughout the ministry to assist with innovative improvements.

Essential Functions:

• Lead, develop, and implement enterprise service management best practices and systems to lower operating costs, streamline business processes and allow employees to be more efficient
• Support the growth and professional development of the Service Management delivery team
• Develop short term and long term strategic road maps for service management and ensure goals and initiatives are aligned with the ministry’s mission, vision and objectives
• Cooperate with other business units in conceptualizing, developing, and launching technology
• Translate business needs into enterprise solutions making use of available tools and resources
• Collaborate with IT teams and other ministry departments to review existing processes, capture operational challenges, and develop business requirements for improvement
• Manage the vendor relationship to ensure that services and performance expectations are fulfilled, including product escalations and resolution of any product issues or limitations
• Measure and determine ways to improve customer satisfaction and engagement using ServiceNow metrics
• Lead with confidence to drive cross-functional collaboration across IT and non-IT teams in the organization
• Build strong relationships with people at all levels of the organization

Employment Qualifications:

• Bachelors Degree in Information Systems and/or equivalent work experience (required)
• 8+ years experience in Service Management managing a team of service management professionals and driving process improvements
• Experience implementing key ITIL processes within ServiceNow system
• A proven leader with highly developed people skills and the ability to build new teams and to create a shared, strategic vision for the future of IT services
• Working knowledge of ITIL processes, particularly Request, Problem, Incident and Change Management and how they relate to each other
• Excellent oral and written communication skills.
• Must be able to explain complex technical issues in a way that non-technical people can understand
• Excellent interpersonal, leadership, collaboration, facilitation and negotiation skills.
• Must be able to manage conflict.
• Must have solid business acumen and conceptual thinking
• Experience with capturing and developing business requirements and translating into IT specifications
• Experience in managing projects; managing and executing multiple projects at once
• Motivated individual who continues professional development and maintains knowledge of ITSM and customer service industry trends
• Familiarity building out dashboards and/or metrics
• Builds a collaborative team culture
• Provides input on processes, procedures, or new approaches
• Focused on meeting project deadlines and exceeding customer expectations
• Ability to respond quickly to problems and changes

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more

• Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com