Cottage Health
190001TQ Requisition #
Reporting to the Director of Technology Operations, the IT Service Manager will lead the development, implementation and continual improvement of service management policies and processes covering such areas as Change, Incident, Problem, Asset, and Service lifecycle Management. You will establish standards of performance, training and development programs, continuous improvement, and other practices that assure a strong and efficient IT service capability with a user experience focus. The IT Service Manager will develop the policies, processes, tools, communications, training, and knowledge systems required to meet IT service excellence objectives. Through the use of metrics, KPIs, ITIL framework, and observation, the IT Service Manager will identify trends, anticipate problems, perform root cause analyses, and work across IT to implement preventative measures to ensure a best in class level of support and service.


Minimum: Bachelor’s degree or equivalent combination of education and experience (in addition to work experience requirement below), using the standard of 2 years of experience equals 1 year of education. 


Minimum: ITIL Foundation certification 

Preferred: ITIL Intermediate 


Minimum: Requires knowledge of the business, industry, and market, as well as account/program management, service delivery, and financial analysis. A proven track record in managing service delivery and relationship management skills. Familiar with ticketing systems related to Incident Management, Change Management and Problem Management. 


Minimum: 5 years of experience in IT, Business Administration or equivalent disciplines. This includes the following experience: working on core IT Infrastructure related projects; support of an IT outsourced environment, including service desk, field maintenance, network operations, and data center; projects such as application development, integration, and IT Infrastructure; IT service contracts, MSAs, BAAs, SLAs, metrics, statistical analysis, and reporting tools. 

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