ITSM Operations Manager

Dallas, Texas, Position Overview The Baylor Scott & White Health (BSWH) Information Services (IS) Infrastructure Operations function has responsibility for delivery of infrastructure IS services to BSWH.     The Manager, ITSM Operations is a leader in the IS Infrastructure function who is responsible for (1) ensuring that the BSWH IS Incident Management, Change Management, and Problem Management processes are fit for purpose and (2) sponsoring, designing, changing, managing, and continually improving these processes and their metrics; and (3) ensuring BSWH Managed Services Providers adhere to these processes. The role requires a person who must be action and results-oriented, a “take-charge” leader with strong communications (written and spoken), leadership, and service management skills.   Job Duties Key responsibilities for the Manager, ITSM Operations role include: ·        Defining and designing ITIL-based Incident Management, Change Management, and Problem Management processes. ·        Managing the end-to-end processes design changes implementation.                               ·        Ensuring correct implementation of processes in toolsets. ·        Ensuring BSWH resources and BSWH Managed Service Providers adhere to the processes. ·        Monitoring and evaluating the processes performance. ·        Continually improving the processes.                         ·        Participating in and leading projects with an impact on ITSM, as required.

·        On-call will be required until proper on-call structure is defined with the role and organization                Performance Standards Key attributes of a successful Manager, ITSM Operations candidate includes: •         ITIL Certification •         People and team building skills. •         Organization and coordination skills. •         Detail oriented and a self-starter. •         Running effective meetings and getting buy-in and participation from executive leaders. •         Effectively working diplomatically across teams with varying objectives. •         Strong written and verbal communication skills. •         Knowledge of applications, IT technology and processes used in a healthcare setting. •         Basic financial and business acumen. •         Willingness to continually learn. ·        Proficiency with Microsoft Office.

  Prior experience for a successful Manager, ITSM Operations candidate includes: •         Bachelor’s degree in Information Systems, Business, or related fields is required. •         Experience in the design and/or operation of Incident Management, Change Management, and Problem Management is required. •         Knowledge in process design, requirements engineering, and IT operations is required.   Job Factors Job location(s) : Dallas, Temple, or Round Rock, Texas or remote                                                                                                                                    Position Type : Full Time Travel : &   Reporting Structure The Manager, ITSM Operations will report to the IS Infrastructure Technology Plan Manager within BSWH’s Information Services group.   BENEFITS Our competitive benefits package includes the following Immediate eligibility for health and welfare benefits 401(k) savings plan with dollar-for-dollar match up to 5% Tuition Reimbursement PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level QUALIFICATIONS EDUCATION – Bachelor’s or 4 years of work experience above the minimum qualification EXPERIENCE – 7 Years of Experience

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