Overview

The Information Technology (IT) Manager of Service Delivery is responsible for overseeing the day-to-day operations and performance of the Service Delivery team within Clinical Informatics at Hackensack Meridian Health (HMH). Reporting to the Director of Clinical Informatics, this role manages a multidisciplinary team of Analytics Translators, Scrum Masters, and Business Analysts to facilitate the delivery of high-quality insights, analytics, AI, and automation solutions to business partners across the HMH network. A primary focus of this role is advancing data literacy across the enterprise and driving utilization of self-service reporting tools to empower business partners to derive insights independently. Serves as a key operational leader responsible for ensuring consistent application of the agile operating model, squad alignment, intake management, and product adoption across assigned domains. This role plays a critical part in furthering HMH's work to transform health care and be recognized as a leader of positive change by supporting the mission, vision, and core values of Respect, Communication, Transparency, and Shared Expertise.

 

This is a hybrid position and you would need to come into the Iselin, NJ office about once a quarter.   

 

Responsibilities

A day in the life of a Manager of Service Delivery at Hackensack Meridian Health includes:

• Oversee daily operations of assigned Service Delivery squads, ensuring adequate and appropriate service delivery skills are staffed to squads and that squads are appropriately organized to meet business demand.
• Lead initiatives to increase data literacy across the HMH network, including the development of educational programs, office hours, lunch-and-learns, and role-based training resources.
• Drive adoption and utilization of self-service reporting tools (e.g., Looker dashboards and explores, enterprise integrated analytics self-service) by developing enablement resources, training programs, and user experience feedback mechanisms.
• Manage, mentor, and develop a team of Analytics Translators, Scrum Masters, and/or Business Analysts, including performance management, career development planning, and role-level progression.
• Support the Director in the ongoing review and alignment of volume of work by business domain to ensure balanced workload distribution across squads.
• Partner with the Director and Intake Coordinator(s) to manage and oversee the formal process for bringing work into the department, including reviewing and accepting/rejecting work requests and overseeing ServiceNow queue and ticket aging.
• Ensure consistent application of agile practices across squads, including two-week sprints, daily stand-ups, weekly refinement, biweekly retrospectives, and biweekly planning ceremonies.
• Collaborate with Analytics Translators to support relationship management with key business stakeholders across assigned domains and ensure ongoing alignment of translator portfolios to strategic priorities.
• Support the execution of strategic roadmaps and quick-win initiatives, including validation and implementation of enterprise dashboards, role-based reporting resources, and self-service tool adoption. 
• Facilitate change management activities including testing scripts, User Acceptance Testing (UAT), communication strategy, and training programs across squad deliverables.
• Support business adoption of new tools by planning and delivering training, developing job aids and knowledge base articles, and evaluating tool adoption metrics.
• Contribute to the development and management of feedback mechanisms for business users to drive continuous improvement. 
• Coordinate with Data Engineering, Insights, and other partner teams to ensure cross-functional alignment and consistent delivery of squad commitments.
• Represent Service Delivery in cross-departmental initiatives including but not limited to IT Project Management Office (PMO) engagements, road shows, and quarterly business priority planning.
• Track and report on team performance metrics, squad productivity, data literacy indicators, self-service adoption rates, and product-specific Key Performance Indicators (KPIs); communicate regular updates to the Director and stakeholders.
• Uphold and enforce the Service Delivery Work Compact, ensuring team members maintain calendar transparency, meeting engagement, and hybrid work standards.
• Support onboarding, upskilling, and EPIC certification pathways (e.g., Cogito Fundamentals, Caboodle Data Model, Cogito Project Manager) for team members. 
• Foster a culture of open communication, feedback, and continuous improvement through regular 1:1s, team meetings, and Standout check-ins.
• Other duties and/or projects as assigned. 
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required:

• Bachelor's degree in an Information Technology-related field.
• Minimum of 5-7 years of progressive experience in data & analytics, reporting, business intelligence, clinical informatics, or a related field.
• Minimum of 2-3 years of people management or team lead experience.
• Demonstrated experience working within agile teams and supporting agile ceremonies.
• Strong knowledge of the healthcare provider ecosystem and analytics product delivery.
• Hands-on experience with EPIC reporting tools (Cogito, Clarity, Caboodle), Looker, and SQL.
• Demonstrated experience developing and executing data literacy programs and driving self-service reporting adoption.
• Proven ability to manage intake processes, prioritize competing demands, and balance resources across multiple concurrent initiatives.
• Experience translating business requirements into technical deliverables and user stories.
• Excellent written and verbal communication skills, including the ability to represent analytics capabilities to executive leaders and non-technical stakeholders.
• Strong critical thinking, problem-solving, and decision-making capabilities.
• Ability to build and maintain effective relationships across teams and levels within the organization. 
• Demonstrated ability to manage difficult conversations, set expectations, and negotiate resources.
• Experience with change management principles and product adoption strategies. 
• Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.
• Familiarity with project and work management tools such as Asana, ServiceNow, and Jira.

Education, Knowledge, Skills and Abilities Preferred:

• Experience managing hybrid or remote teams, including consultant partners.
• Prior experience within HMH or a comparable, large healthcare system.
• Background that comprises both healthcare provider knowledge and expert understanding of high-quality analytics product delivery. 
• Experience designing and delivering enterprise-wide training curricula or learning management system (LMS) content.

Licenses and Certifications Required:

• EPIC Certification in one or more of the following: Cogito Fundamentals, Caboodle Data Model, Clarity Data Model, or Cogito Project Manager.
• Looker certification (e.g., LookML Developer, Looker Business Analyst) or demonstrated equivalent proficiency.
• SQL certification or demonstrated equivalent proficiency.
• Certification in reporting and performance metrics (e.g., HFMA Certified Specialist Business Intelligence, Certified Business Intelligence Professional (CBIP), or equivalent).
• Google Cloud Digital Leader Certification or comparable cloud data platform credential.

Licenses and Certifications Preferred:

• Certified Professional in Healthcare Information & Management Systems (CPHIMS).
• Additional EPIC certifications aligned to assigned domains (e.g., Revenue Data Model, Clarity Ambulatory Model, Clarity Resolute Professional Billing).
• Certified Scrum Product Owner (CSPO).

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!   

Starting Minimum RateMinimum rate of $156,062.40 Annually