Job Description: IT Service Delivery Manager

Position Overview

At Virtua Health, we are dedicated to serving you by connecting you to the care you need, whether it's for wellness, specialized treatment, or life-changing care. We are a partner in health committed to building a healthier community. Our team of over 14,000 colleagues, including more than 2,850 skilled physicians, physician assistants, and nurse practitioners, utilize the latest technologies and treatments to provide exceptional care close to home. As a Magnet-recognized health system, we are ranked by U.S. News and World Report and have received multiple awards for quality, safety, and our outstanding work environment.

Virtua Health operates five hospitals, seven emergency departments, seven urgent care centers, and over 280 other locations. We are deeply committed to community well-being, offering programs like Eat Well food access, telehealth, home health, rehabilitation, mobile screenings, and paramedic programs, alongside convenient online scheduling. We also have affiliations with Penn Medicine for cancer and neurosciences, and the Children's Hospital of Philadelphia for pediatrics.

Employment Details

• Employment Type: Full-time
• Employment Classification: Regular
• Time Type: Full-time
• Work Shift: 2nd Shift
• Total Weekly Hours: 40
• Location: 100% Remote
• Remote Work Locations: AZ, CT, DE, FL, GA, ID, KY, MD, MO, NC, NH, NJ, NY, PA, SC, TN, TX, VA, WI, WV

Summary of Responsibilities

This role is responsible across IT for developing, leading, monitoring, and tracking IT Service Business Practices including:

• Change Management
• Problem Management
• Incident Management
• Request Management
• CMDB Health
• IT Questionnaire (ITQ)

Position Responsibilities

• Develops, leads, monitors, and tracks all IT Service Business Practices: Change Management, Problem Management, Incident Management, Request Management, CMDB Health, and the IS Questionnaire (ITQ).
• Ensures compliance and active engagement across IT.
• Develops, implements, and monitors processes and controls to ensure service quality is maintained to meet business objectives.
• Maintains day-to-day responsibility for the resolution (including any referral or escalation as may be necessary) of Service Management issues.
• Develops, produces, reviews, and reports on service metrics (Key Performance Indicators) that identify the success of the services being utilized.
• Coordinates activities between various teams as needed to facilitate the provision of services and incident remediation.
• Analyzes, reviews, and reports actual service performance against Service Level Objectives (SLOs).
• Champions and promotes service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
• Enables an IT service culture.
• Administers IS Service Management software.
• Develops and presents in-house training on IS Service processes.
• Ensures appropriate Service Level Objectives (SLOs) are in place to support any new services.

Position Qualifications

Required Experience:

• 3-5 years of IT Service Delivery experience
• ServiceNow knowledge
• Strong analytical and problem-solving skills
• Outstanding communication skills
• Strong reporting and data analysis skills
• Basic knowledge of technology environments including Unix, Linux, Windows, Desktop, Database, Network, Data Warehouse, Telecom, Middleware, etc.

Preferred Experience:

• Project Management experience
• Familiarity with controls and audit compliance

Required Education:

• Bachelor’s degree in Computer Science, MIS, Information Systems, or Software Engineering.