Service Delivery Manager - IT (Local)

Baptist Health is the largest healthcare system serving central Alabama, providing comprehensive hospital-based and outpatient services to nearly 60 percent of the residents in Montgomery, Autauga and Elmore counties. To learn more about Baptist Health, visit us at https://www.baptistfirst.org.
The Manager, Service Delivery shall be responsible for the overall management, delivery, and continuous improvement of the IT Service Center and IT Service Management platform across Baptist Health. This individual will ensure that IT services meet the needs of clinical and administrative staff across the organization, adhere to industry standards, and align with the organization's strategic objectives. The Manager will lead a team of IT professionals, manage vendor relationships, and oversee service level agreements (SLAs) to ensure the highest quality of IT service delivery. This role will require strong leadership, exceptional communication skills, high technical acumen, and a commitment to enhancing the overall user experience and improving patient care.Description

• High school diploma or equivalent required. Bachelor's degree in technology or a related field preferred.
• Minimum of 5 years' experience in IT service management/service delivery, with at least 2 years in a managerial or supervisory role.
• One or more current, industry recognized certifications (CompTIA A+, ITIL, ServiceNow, etc.) preferred.
• Strong understanding of ITIL-based IT Service Management principles and practices.
• Experience managing IT Service Management platforms (ServiceNow experience preferred).
• Experience managing internal and external Service Desk operations.
• Experience managing a high-quality IT and end-user knowledge base.
• Experience with major incident management.
• Experience with IT Change Management principles and processes.
• Proven team management skills, with the ability to motivate and drive performance in a dynamic environment.
• Intermediate knowledge of various end-user technologies (workstations, software, peripherals, etc.).
• Basic knowledge of audio, video, and teleconferencing technologies.
• Basic knowledge of server and network infrastructure operations.
• Strong leadership skills, capable of mentoring and motivating technical support and service delivery team(s).
• Excellent analytical and problem-solving abilities, with a proactive approach to resolving issues and improving service delivery.
• Strong interpersonal and communication skills, with a focus on relationship-building and effective collaboration across diverse groups.
• Strong commitment to providing excellent customer service.
• Experience managing IT projects, including planning, execution, and monitoring.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Knowledge of cybersecurity best practices and experience implementing security measures on end-user computing devices (workstation, laptops, tablets, peripherals, etc.).
• Strong skills in creating and maintaining detailed documentation for processes, procedures, and troubleshooting guides.
• Ability to work in a fast-paced environment and adapt to changing technologies and business needs.
• Accepts ownership and welcomes responsibility.