VP IT Service Management; ITSM

Position Summary

Reporting to the SVP, Chief Information Officer, the Vice President of IT Service Management (VP, ITSM) is a key leadership role responsible for overseeing the design, implementation, execution, governance, and continuous improvement of IT Service Management (ITSM) capabilities across the environment. The successful candidate will lead enterprise-wide ITSM initiatives and manage service delivery performance across a complex ecosystem of internal teams and multiple managed service providers.

This individual must bring deep ITIL expertise, a strategic mindset, and strong operational discipline to drive a high-performing, patient-focused, and outcomes-driven IT service environment.

• Develop and lead the delivery system’s ITSM strategy, ensuring alignment with clinical, operational, and business objectives.
• Serve as a trusted advisor to the CIO and IT leadership team on service management maturity, governance, and performance.
• Promote a service-oriented mindset and accountability across the IT organization and vendor partners.
• Proven track record of value creation through improved service delivery, user experience and efficiency.

• Define, establish, and evolve ITSM policies, standards, and workflows based on ITIL best practices.
• Oversee and mature core ITSM processes including incident, problem, change, release, demand and request fulfillment, service catalog, and asset/configuration management.
• Ensure continuous process improvement through metrics analysis, stakeholder feedback, and maturity assessments.

• Lead the design and oversight of IT service processes provided by multiple managed service providers (MSPs).
• Define and administer SLAs, OLAs, KPIs, and performance reporting for all MSPs and ensure adherence through regular operational reviews.
• Establish and maintain an integrated Service Integration and Management (SIAM) framework to enable seamless service delivery across providers.

• Oversee the configuration, administration, and continuous improvement of ITSM platforms (e.g., Service Now).
• Experience with information management and data integration within the ITSM platform, using diverse data integrations to ensure integrity of the CMDB and service mapping capabilities.
• Drive automation, workflows and insights through the use of AI to improve efficiency, self-service adoption, and user satisfaction.
• Partner with cybersecurity, application, clinical informatics, and infrastructure teams to ensure ITSM practices support enterprise risk, compliance, and resilience goals.

• Build, mentor, and lead a high-performing ITSM organization, including process owners, platform administrators, and service analysts.
• Foster a culture of excellence, transparency, and continuous learning across the team and vendor ecosystem.
• Champion end-user engagement and drive improvements in service experience and communication.
• Lead transformation of teams toward agile methodologies and product-centric delivery models.

• Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
• Minimum of 10 years in IT leadership roles with at least 5 years directly managing ITSM functions in large, complex organizations.
• ITIL v4 Certification (Managing Professional or Strategic Leader track strongly preferred).
• Proven experience implementing and managing ITSM in a multi-vendor managed service environment.
• Deep understanding of ITSM platforms such as Service Now or equivalent, including administration and integration.
• Strong leadership, communication, ability to influence at all levels of the organization.
• Experience in implementing Service Integration and Management (SIAM) models.
• Familiarity with IT compliance frameworks (e.g., HIPAA, NIST, HITRUST).
• Agile and Lean process management knowledge.

• Bachelor’s Degree or 4 years of work experience above the minimum qualification
• 7 years of experience