ITIL Service Delivery Manager

CTG continues to expand our Service Delivery Practice! Come join a Great Place to Work company and help us support our clients on their healthcare journey!

• Foster collaboration between IT and business users
• Cultivate effective relationships with operational stakeholders.
• Work with other IT groups and leaders to ensure a coherent and unified approach to the planning and development and delivery of the long term technology strategy.
• Oversee the delivery of strategies for new and existing programs and systems to align with service standards.
• Develop policies and plans focused on improving service delivery; educate and support teams members on changes to policy and set clear expectations.
• Responsible to monitor and analyze quality and performance standards are being achieved.
• Promote and implement strategies to meet agree-upon service levels and deliverable expectations
• Assist with the prioritization and ensure delivery commitment based on capacity and business value.
• Ensure the quality delivery of end user facing services provided by IT Service Delivery.
• Communicate clearly and concisely, using appropriate level of detail, terminology and style
• Participate in after-hours escalations & maintenance as needed.

• ITIL Foundation Certified required
• ITIL Expert Certification preferred
• Bachelor’s degree or equivalent experience
• Minimum of 5 years of experience in a healthcare consulting practice or minimum of 10 years of experience in a technology, industry, or application with a focus on business/technology alignment
• Experience with ServiceNow
• Competence in presentation, problem-solving, project management, negotiation, team building, coaching, and leadership skills
• Competence in customer relations and business development skills