OU Health

IT Service Manager

OU Health • $80K — $100K *
Oklahoma City, OK 73160In-Person
Information Technology
Less than 5 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • Bachelor's Degree required
  • 3-5 years in IT Service Management with ServiceNow
  • Experience in implementing ITIL processes preferred
  • Current ITIL Certification required
  • One or more ITIL Practice Manager certifications preferred

Responsibilities

  • Develop and maintain ITIL-based service management processes
  • Plan and manage core Service Management processes
  • Ensure logging, prioritization, and tracking of IT service requests
  • Coordinate integration between OU Health service management processes
  • Produce regular management escalation and performance reports
  • Identify and manage Major Incidents affecting OU Health services
  • Serve as ETS contact for OU Health Operations related to service interruptions

Benefits

  • Opportunities for professional development and certifications
  • Work in a dynamic healthcare environment
  • Engage with a collaborative team
  • Participate in impactful service management initiatives
  • Potential for leadership growth and mentoring roles
Full Job Description
Position Title:
IT Service Manager

Department:
IT Support Services

Job Description:

The IT Service Manager II is responsible for the overall coordination of all of the Service Management processes, measuring the performance and compliance to targeted service levels ensuring the quality and availability of critical OU Health IT services. This position also serves as representative and point of escalation for ETS customers.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.
  • Development, refinement, and maintenance of the ITIL based service management processes and their enabling toolsets
  • Planning and managing the continued enablement of core Service Management processes on OU Health supporting systems
  • Ensuring the complete logging, prioritization, response and tracking of all IT service requests, interruptions or changes
  • Coordinating interaction and integration between OU Health's other core service management processes
  • Producing management escalation and performance information on a regular basis
  • Identification and management of Major Incidents or Changes affecting critical OU Health services or impacting patient safety
  • Serve as ETS point of contact for OU Health Operations for escalation of service interruptions or requirements


General Responsibilities
  • Performs other duties as assigned.


Minimum Qualifications

Education Requirements: Bachelor's Degree required.

Experience Requirements:
  • 3-5 years of experience working in IT Service Management, managing, measuring and reporting on ITIL service management processes on a ServiceNow platform.
  • Experience in implementing and maturing ITIL processes preferred. Prior healthcare experience preferred.


License/Certification/Registration Requirements:
  • Current version of ITIL Certification required.
  • One or more ITIL Practice Manager certifications preferred.


Knowledge/Skills/Abilities Required:
  • Knowledge of the implementation and maintenance of ITIL processes
  • Ability and desire to mentor less senior Service Managers or those seeking to become Service Managers.
  • Ability to drive priorities and manage change with a positive outcome
  • Provide outstanding client service, meet high quality standards for services and meet or exceed client expectations. Proactive in seeking innovative ways in which to help others
  • Strong proactive approach to problem-solving and resolution skills, takes initiative and uses good judgment, excellent follow-up skills
  • Possesses strong and effective working relationships with all levels of OU Health representing ETS as a trusted point of contact and escalation.
  • Excellent demonstrated interpersonal and communication skills (oral and written), professional demeanor and presentation
  • High attention to detail, outstanding organizational skills and the ability to manage time effectively
  • Position requires the ability to lead under pressure to address major issues, meet strict deadlines, effectively prioritize multiple tasks
  • Drive policy to seek and identify confidential, sensitive, and proprietary information and maintain such information as confidential


Current OU Health Employees - Please click HERE to login.

About OU Health

OU Health Careers

There has never been a better time to join the dedicated team at OU Health, a leader in medical excellence and innovation. As the premier healthcare provider in the region, OU Health offers unparalleled job opportunities and a commitment to career growth and professional development.

Work You’ll Do

Join OU Health’s esteemed team to assist in transforming healthcare delivery and enhancing patient outcomes through cutting-edge innovation and exceptional care. This is an opportunity to be part of a culture that values diversity, leadership, and professional growth. Engage in meaningful work that makes a difference, with a team that leads with empathy and expertise at the intersection of healthcare, technology, and service. Collaborate with a network of skilled professionals dedicated to pioneering advancements in medicine and improving community health.

Explore OU Health’s Employment Opportunities

OU Health is building a robust team to support and lead in its expansive healthcare network. The team is actively hiring for various positions that promise a dynamic work environment and substantial professional growth.

Innovate and Lead

At OU Health, innovation isn’t just a buzzword—it's the backbone of how the team approaches healthcare challenges. With a focus on continuous improvement and technology-driven solutions, employees are empowered to bring transformative ideas to life.

Develop Your Career

OU Health is committed to fostering the development of its team members through comprehensive training programs, leadership development opportunities, and continuous learning. Whether it’s advancing clinical skills or exploring administrative roles, OU Health supports ambitious professionals eager to advance their careers.

Benefits and Culture

Choosing a position at OU Health means more than just a job; it’s a step towards a rewarding career with competitive benefits, a supportive network, and a commitment to work-life balance. The company culture is built on collaboration, respect, and a shared vision of delivering exceptional healthcare.

Join the Team

Discover how your skills and passion for healthcare can contribute to the community. Explore job openings, read about the team’s experiences, and find a position that matches your career aspirations. OU Health is looking for passionate, curious, and driven team players.

Stay Connected

Stay informed about the latest in healthcare careers, insider perspectives, and industry-leading insights—all from the professionals at OU Health.

Prepare for Your Interview

Tailor your resume to highlight your most relevant experiences and prepare to discuss how your background aligns with the values and needs of OU Health. Personalize your interview approach to showcase your readiness to contribute to a team that’s at the forefront of healthcare innovation.

Networking and Professional Development

Engage with a network of healthcare professionals and gain access to exclusive employment opportunities and career-building events. OU Health encourages continuous professional engagement and networking to help its team thrive in their careers.

Job Alert Emails

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Learn more about OU Health
Size
10,001 employees
Industry
Hospitals & Medical Centers
* Ladders Estimates

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