Reference #: 1007261SHIFT:Day (United States of America)

　　Seeking Breakthrough Makers

　　Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

　　At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

　　CHOP's Commitment to Diversity, Equity, and Inclusion

　　CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children.

　　We strongly encourage all candidates of diverse backgrounds and lived experiences to apply.

　　A Brief OverviewThe ITSM Manager oversees all aspects of our IT service management (ITSM) processes, ensuring alignment with industry best practices (ITIL, etc.).

　　What you will doManage and optimize the performance of our IT service desk, ensuring timely resolution of incidents and requests.Develop and implement ITSM policies, procedures, and guidelines, fostering a culture of continuous improvement.Lead the implementation and integration of new ITSM tools and technologies, driving process automation and efficiency.Collaborate with other departments to understand their IT needs and develop effective service solutions.Monitor and analyze key IT service metrics, identifying areas for improvement and reporting on service performance.Manage a team of ITSM analysts, providing coaching, mentorship, and performance evaluations.Proactively identify and mitigate IT risks, ensuring the security and reliability of our systems.Stay up-to-date on the latest ITSM trends and best practices, continuously seeking opportunities to enhance our service delivery.

　　Education QualificationsBachelor's Degree Required

　　Experience QualificationsAt least five (5) years experience in IT service management RequiredExperience in a healthcare setting Preferred

　　Skills and AbilitiesPossess a strong understanding of ITSM principles and methodologies, particularly ITIL. (Required proficiency)Proven experience in leading and motivating teams, fostering a collaborative and results-oriented environment. (Required proficiency)Skilled communicator and negotiator, able to build strong relationships with stakeholders across all levels. (Required proficiency)Analytical problem solver with excellent decision-making and critical thinking skills. (Required proficiency)Tech-savvy individual with experience in a variety of ITSM tools and technologies. (Required proficiency)Passionate about healthcare and the role of technology in improving patient outcomes (Required proficiency)Experience working in a fast-paced, high-pressure environment. (Preferred proficiency)Familiarity with healthcare IT systems and regulations. (Preferred proficiency)Project management experience. (Preferred proficiency)

　　To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must be fully vaccinated against COVID-19 and receive an annual influenza vaccine.

　　Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed.

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　　Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender ide tity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.