IT Service Delivery Manager

About the Role

The IT Service Delivery Manager reports to the Senior Manager, Platform & Infrastructure and is responsible for the operational delivery of IT support services across all Nexus Health Systems facilities. This role directly supervises LAN Administrators who serve as the frontline helpdesk team for all clinical and administrative end users. The position requires genuine technical depth to personally resolve complex support issues, minimize escalation to senior engineering staff, and route to Tier 3 resources only when necessary. Additionally, this role serves as the department's primary project management executor, owning end-to-end delivery of enterprise technology initiatives such as facility-wide WAP replacements, physical security upgrades, and cross-departmental deployments requiring regulatory coordination.

The IT Service Delivery Manager is a polished, stakeholder-facing professional who represents Corporate IT to owners, C-suite leaders, and senior operational stakeholders, ensuring executive confidence in the IT department's ability to plan, communicate, and deliver on commitments.

Responsibilities

• Own the end-to-end delivery of IT services, ensuring alignment with organizational priorities, clinical workflows, and defined SLAs.
• Oversee and manage the IT helpdesk function, including ticket intake, prioritization, routing, escalation, and resolution quality using the enterprise ITSM platform.
• Directly supervise LAN Administrators across all facilities, including hiring, onboarding, scheduling, performance management, and competency development.
• Serve as a hands-on escalation point, resolving complex technical issues and limiting unnecessary Tier 3 escalation.
• Monitor service performance metrics (SLAs, queue health, aging tickets) and implement corrective actions to maintain service reliability.
• Ensure high availability and rapid response for systems impacting direct patient care (EHR, network, access systems).
• Manage endpoint lifecycle processes including procurement, deployment, refresh, and decommissioning.
• Promote a customer-first culture that reflects the urgency of healthcare delivery and patient care sensitivity.
• Lead IT service delivery in alignment with ITIL framework principles, including incident, problem, change, and service level management.
• Develop and maintain standard operating procedures (SOPs), service catalogs, and knowledge base documentation to improve first-contact resolution.
• Establish and enforce SLA accountability frameworks and performance standards.
• Identify and implement continuous service improvement initiatives (CSI) based on trend analysis and root cause identification.
• Leverage automation tools (e.g., Power Automate, ITSM workflows) to streamline service delivery and reduce inefficiencies.
• Serve as the primary IT service delivery representative to executive leadership, facility administrators, and operational stakeholders.
• Translate strategic priorities into structured delivery plans, executive communications, and reporting dashboards.
• Provide proactive risk communication, expectation management, and status updates.
• Lead enterprise IT projects including infrastructure upgrades, wireless deployments, and security systems.
• Apply formal project management methodologies (e.g., PMP-based frameworks) to manage scope, timeline, risk, and budget.
• Coordinate with facilities, plant operations, vendors, and regulatory authorities for infrastructure-related projects.
• Maintain a project portfolio dashboard with risks, milestones, and resource utilization.
• Ensure IT services are designed and delivered to minimize disruption to clinical care and patient experience, particularly for high-risk neurodevelopmental populations.
• Prioritize clinical-area support requests based on patient safety impact and care continuity.
• Collaborate with Clinical Informatics, Nursing, and Therapy teams to ensure technology supports behavioral, communication, and safety needs.
• Advocate for accessible, reliable, and user-centered technology solutions that enhance clinician efficiency and reduce cognitive load.
• Ensure rapid response to incidents affecting clinical systems, patient monitoring, or communication tools.
• Ensure all activities adhere to healthcare regulations and organizational policies, including HIPAA Privacy and Security Rules.
• Support compliance with The Joint Commission, CARF, DNV, CMS Conditions of Participation, and state regulatory requirements.
• Maintain audit-ready documentation, including access logs, incident reports, and system changes.
• Participate in and support risk assessments, security incident response, disaster recovery, and business continuity planning.
• Ensure vendor systems and integrations meet healthcare security and compliance standards.
• Support IT governance activities including asset inventory, software licensing compliance, and access management audits.
• Promote stewardship of hospital resources while ensuring quality patient care.
• Support budget planning and cost management for IT service delivery operations.
• Optimize vendor contracts and service agreements to ensure cost-effective, high-quality service delivery.
• Track and report on cost efficiency, resource utilization, and service delivery performance metrics.
• Complete annual education requirements and maintain competency in current standards of practice, trends, and developments.
• Facilitate ongoing training, cross-training, and knowledge sharing across the IT support team.
• Perform other duties as assigned.

Requirements

• Bachelor’s in Information Technology, Computer Science, or related field required. Equivalent combination of education and experience may be considered.
• Minimum 5 years of progressive IT service delivery or support experience, including at least 2 years in a supervisory role.
• Minimum 3 years managing enterprise IT projects using formal project management methodologies.
• Experience in healthcare or hospital IT environment strongly preferred.
• Demonstrated experience managing multi-facility infrastructure implementations and clinical system support.
• Experience coordinating with Facilities, Plant Operations, and third-party vendors.
• Experience supporting EHR/EMR systems (e.g., Meditech) and clinical workflows.
• Experience with ITSM platforms and automation tools.

Skills

• Strong leadership and team management capabilities with a focus on accountability and service excellence.
• Advanced knowledge of:
  • Windows environments, Active Directory, Entra ID
  • Microsoft 365 and Intune endpoint management
  • LAN/WAN networking, wireless infrastructure, VLANs
• Proficiency in IT service management (ITIL), SLA tracking, and service reporting.
• Expertise in project management tools (e.g., MS Project, Smartsheet) and executive-level reporting.
• Strong understanding of HIPAA requirements and healthcare IT compliance frameworks.
• Demonstrated ability to communicate effectively with C-suite and non-technical stakeholders.
• Skilled in root cause analysis, process improvement, and Lean methodologies.

Qualifications

• Project Management Professional (PMP) or CompTIA Project+ required (or obtained within 18 months of hire).
• ITIL Foundation certification (or higher) strongly preferred.
• Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Endpoint Administrator.
• Additional certifications in cybersecurity or healthcare IT are preferred.
• Must maintain current certification in good standing during employment.