Director | Service Management

Scheduled Weekly Hours:

Location: Hybrid. Must reside in WI, MN, MI, or IA at the time of hire.

Position Summary:

The Director of Service Management is responsible for the strategic oversight and operational management of the ServiceNow platform and the IT Service Desk including the analysis, planning, and implementation of core service management areas. This role ensures the delivery of high-quality IT services aligned with organizational objectives and ITIL best practices. The Director leads a team of service management professionals, drives continuous improvement initiatives, and fosters collaboration across ITDS and operations to enhance service delivery and customer experience. This position holds decision-making authority to ensure alignment with enterprise IT strategies and stakeholder expectations.

Major Responsibilities:

• Strategic Service Management: Develop and execute a comprehensive service management strategy that supports ITDS and enterprise goals, including continuous improvement of the ServiceNow platform and service desk operations.

• Leadership and Team Development: Lead, mentor, and develop the service management and service desk teams, promoting a culture of customer service excellence and operational efficiency.

• ServiceNow Oversight: Manage the ServiceNow instance to ensure optimal configuration, integration, and utilization aligned with ITIL processes and organizational needs.

• ITIL Process Implementation: Champion ITIL best practices across service management functions, including incident, problem, change, and request management.

• Customer Service Excellence: Drive initiatives to enhance the end-user experience, ensuring timely and effective resolution of IT service requests and incidents.

• Cross-Functional Collaboration: Partner with ITDS, clinical operations, and other stakeholders to align service management activities with business priorities and digital transformation efforts.

• Performance Monitoring: Establish and monitor key performance indicators (KPIs) for service desk and ServiceNow operations, using data to inform continuous improvement.

• Stakeholder Engagement: Engage with senior leadership and business partners to communicate service management performance, challenges, and opportunities.

• Innovation and Adaptation: Stay current with industry trends, emerging technologies, and ITSM best practices to drive innovation in service delivery.

Requirements:

Education: Bachelor's degree in Information Technology, Business Administration, or a related field required. Master's degree preferred.

Experience:

• Minimum of 10 years of experience overseeing IT service management functions, including Service Desk operations and ITSM platforms such as ServiceNow.

• At least 5 years of leadership experience managing cross-functional teams in IT service delivery or service management roles.

• Proven experience partnering with multiple departments (IT, clinical operations, patient experience, etc.) to align service management with organizational goals.

• Strong customer service background with demonstrated ability to improve service quality and user satisfaction.

What you'll get:

• Tailored Benefits Package:We offer a comprehensive benefits package that varies based on your location. To learn more about the specific benefits available in your area, please inquire with the recruiter during the application process.

• Flexible work location:While this role offers some flexibility in work location, candidates must reside within a reasonable commuting distance of La Crosse or Green Bay, WI due to on-site needs. In addition, candidates must reside in WI, MN, IA, or MI at the time of hire.

• Note: The starting salary for this position begins at $112,694.40 and will be determined based on the candidate's unique combination of skills and experience

If you need assistance with any portion of the application or have questions about the position, please contact HR-Recruitment@gundersenhealth.org or call 608-775-0267.

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