Manager, IT Service Delivery

The Manager, IT Service Delivery is responsible for overseeing key functions within the IT department that ensure the delivery of high-quality service to end users.

PIH Health is a nonprofit, regional healthcare network that serves approximately 3 million residents in the Los Angeles County, Orange County and San Gabriel Valley region. The fully integrated network is comprised of PIH Health Downey Hospital, PIH Health Good Samaritan Hospital, PIH Health Whittier Hospital, 37 outpatient medical office buildings, a multispecialty medical (physician) group, home healthcare services and hospice care, as well as heart, cancer, digestive health, orthopedics, women’s health, urgent care and emergency services. The organization is nationally recognized for excellence in patient care and patient experience, and the College of Healthcare Information Management Executives (CHIME) has identified PIH Health as one of the nation’s top hospital systems for best practices, cutting-edge advancements, quality of care and healthcare technology. For more information, visit PIHHealth.org or follow us on Facebook, Twitter, or Instagram.

Required Skills

· Make tactical decisions to improve end-user technology services.

· Ensure effective L2/3 support, hardware standards, mobile device management, and timely refresh cycles.

· Oversee ITSM process improvements and ServiceNow enhancements.

· Prioritize automation and self-service tools to streamline workflows and reduce manual efforts.

· Align IT processes with ITIL best practices.

· Ensure enterprise monitoring, disaster recovery planning, and change management practices.

· Maintain reliable uptime, rapid recovery, and risk mitigation during system updates or disruptions.

· Manage escalations and maintain strong stakeholder relationships.

· Make key decisions on risk management for IT services.

· Balance service continuity, compliance, and business needs.

· Resolve high-impact service disruptions and complex end-user technology issues.

· Identify root causes and coordinate cross-team solutions.

· Implement long-term strategies to prevent future incidents.

· Identify inefficiencies in ITSM processes, including gaps in incident, change, and problem management.

· Streamline workflows to improve response times and service quality.

· Address issues related to 24x7x365 monitoring and disaster recovery.

· Optimize monitoring coverage and ensure robust disaster recovery processes.

· Proactively engage with stakeholders to resolve critical issues.

· Maintain service continuity and align IT support with business need

Required Experience

Required:

· Bachelor's Degree in Information Technology

· Experience in desktop support delivery and/or end-user support management

· Extensive experience managing multiple desktop support teams and customers across multiple locations and regions

· Experienced with windows os, xenapp, xendesktop, citrix, and windows performance analyzer (wpa) tools

· Experienced in performance characterization and software optimization techniques

· Experience troubleshooting issues with ad, gpos, windows os, healthcare applications, and multi-factor authentication

· Experienced in planning and executing technology requirements for office relocations and expansions

· Experienced in baselining, developing, and reporting slas and kpis for ongoing services

· Experience with installation or maintenance tasks, configuring laptops, desktops, video-conference rooms, and related software

Preferred:

· Experienced in supporting and providing concise updates to c-level executives and senior leaders

· Experience in the Healthcare industry