IT Manager, Service Delivery

About the role

The Information Technology (IT) Manager of Service Delivery oversees the day-to-day operations and performance of the Service Delivery team within Clinical Informatics at Hackensack Meridian Health (HMH). This role is responsible for managing a multidisciplinary team of Analytics Translators, Scrum Masters, and Business Analysts to facilitate the delivery of high-quality insights, analytics, AI, and automation solutions to business partners across the HMH network.

Responsibilities

• Oversee daily operations of assigned Service Delivery squads, ensuring adequate and appropriate service delivery skills are staffed to squads and that squads are appropriately organized to meet business demand.
• Lead initiatives to increase data literacy across the HMH network, including the development of educational programs, office hours, lunch-and-learns, and role-based training resources.
• Drive adoption and utilization of self-service reporting tools (e.g., Looker dashboards and explores, enterprise integrated analytics self-service) by developing enablement resources, training programs, and user experience feedback mechanisms.
• Manage, mentor, and develop a team of Analytics Translators, Scrum Masters, and/or Business Analysts, including performance management, career development planning, and role-level progression.
• Support the Director in the ongoing review and alignment of volume of work by business domain to ensure balanced workload distribution across squads.
• Partner with the Director and Intake Coordinator(s) to manage and oversee the formal process for bringing work into the department, including reviewing and accepting/rejecting work requests and overseeing ServiceNow queue and ticket aging.
• Ensure consistent application of agile practices across squads, including two-week sprints, daily stand-ups, weekly refinement, biweekly retrospectives, and biweekly planning ceremonies.
• Collaborate with Analytics Translators to support relationship management with key business stakeholders across assigned domains and ensure ongoing alignment of translator portfolios to strategic priorities.
• Support the execution of strategic roadmaps and quick-win initiatives, including validation and implementation of enterprise dashboards, role-based reporting resources, and self-service tool adoption.
• Facilitate change management activities including testing scripts, User Acceptance Testing (UAT), communication strategy, and training programs across squad deliverables.
• Support business adoption of new tools by planning and delivering training, developing job aids and knowledge base articles, and evaluating tool adoption metrics.
• Contribute to the development and management of feedback mechanisms for business users to drive continuous improvement.
• Coordinate with Data Engineering, Insights, and other partner teams to ensure cross-functional alignment and consistent delivery of squad commitments.
• Represent Service Delivery in cross-departmental initiatives including but not limited to IT Project Management Office (PMO) engagements, road shows, and quarterly business priority planning.
• Track and report on team performance metrics, squad productivity, data literacy indicators, self-service adoption rates, and product-specific Key Performance Indicators (KPIs); communicate regular updates to the Director and stakeholders.
• Uphold and enforce the Service Delivery Work Compact, ensuring team members maintain calendar transparency, meeting engagement, and hybrid work standards.
• Support onboarding, upskilling, and EPIC certification pathways (e.g., Cogito Fundamentals, Caboodle Data Model, Cogito Project Manager) for team members.
• Foster a culture of open communication, feedback, and continuous improvement through regular 1:1s, team meetings, and Standout check-ins.

Qualifications

• Bachelor's degree in an Information Technology-related field.
• Minimum of 5-7 years of progressive experience in data & analytics, reporting, business intelligence, clinical informatics, or a related field.
• Minimum of 2-3 years of people management or team lead experience.
• Demonstrated experience working within agile teams and supporting agile ceremonies.
• Strong knowledge of the healthcare provider ecosystem and analytics product delivery.
• Hands-on experience with EPIC reporting tools (Cogito, Clarity, Caboodle), Looker, and SQL.
• Demonstrated experience developing and executing data literacy programs and driving self-service reporting adoption.
• Prior experience within HMH or a comparable, large healthcare system.
• Experience managing hybrid or remote teams, including consultant partners.
• Proven ability to manage difficult conversations, set expectations, and negotiate resources.
• Experience with change management principles and product adoption strategies.
• Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.
• Familiarity with project and work management tools such as Asana, ServiceNow, and Jira.

Skills and Abilities

• Excellent written and verbal communication skills, including the ability to represent analytics capabilities to executive leaders and non-technical stakeholders.
• Strong critical thinking, problem-solving, and decision-making capabilities.
• Ability to build and maintain effective relationships across teams and levels within the organization.
• Proven ability to manage difficult conversations, set expectations, and negotiate resources.
• Experience with change management principles and product adoption strategies.
• Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.
• Familiarity with project and work management tools such as Asana, ServiceNow, and Jira.