Manager, IT Service Delivery
Apply Now Hospital Name PIH Health Whittier Hospital Location Whittier, California Job Type Full-Time/Regular Job ID 25324-977The 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.
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
Address
12401 Washington Blvd.
Salary
92955.20-153358.40
Shift
Days