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THE ROLE
We are seeking a highly skilled Service Management Sr. Manager with expertise in ITIL-based Service Management and ServiceNow platform management to support our client’s healthcare environments.
This role will focus on enhancing service efficiency, compliance, and patient care support by overseeing the design, governance, and continual improvement of IT service management processes and providing ServiceNow subject matter expertise. This role oversees Incident, Change, Problem, Request, Configuration and Service Level Management.
The ideal candidate will bring strong leadership, deep process knowledge and an understanding of ServiceNow and a drive for operational excellence through automation and process maturity.
KEY RESPONSIBILITIES
- Provide strategic and operational leadership for a global Service Management team, ensuring alignment with organizational goals while fostering a culture of accountability, collaboration, and service excellence.
- Lead the day-to-day operations, governance, and continuous improvement of ITIL-aligned service processes, including Incident, Problem, Change, Request, Knowledge, Service Level Management (SLM), and operational reporting.
- Serve as the ServiceNow process SME, managing configuration oversight, workflow optimization, and integration across application and business systems.
- Partner with Client Leadership in working with IT Operations, and Application Support including Clinical Informatics teams to ensure service delivery aligns with patient care priorities and uptime expectations.
- Govern the facilitation of operational governance forums, including CAB, Daily Huddles, PMRB, health checks, and performance reviews.
- Drive platform optimization through automation, leveraging ServiceNow modules such as Virtual Agent, Predictive Intelligence, and Reporting Dashboards.
- Lead efforts to develop and maintain performance metrics, SLAs, and service health.
- Guide Knowledge Management and self-service initiatives to improve clinician and staff support experiences.
- Ensure ITSM process and tool alignment with healthcare compliance standards (e.g., HIPAA, HITRUST).
- Support due diligence and platform transition tasks related to mergers, acquisitions, or managed services onboarding.
REQUIRED SKILLS AND EXPERIENCE
- Bachelor’s degree in information technology, Healthcare Informatics, or related field (or equivalent experience)
- 7+ years of experience in IT Service Management with strong ITIL v3 or v4 process expertise
- 5+ years of ServiceNow hands-on experience in healthcare or a highly regulated environment
- 4+ years of people management experience.
- Experience in designing or supporting service management processes aligned to clinical and operational workflows
- Excellent communication skills, especially when working with clinical and non-technical
PREFERRED SKILLS AND EXPERIENCE
- ITIL v3/v4 expert and/or master level certification(s)
- ServiceNow ITSM Implementation Specialist or higher certifications
- Working knowledge of healthcare IT systems (e.g., Epic, Cerner, PACS, HL7 interfaces)
- Familiarity with healthcare regulations (HIPAA, HITECH, Joint Commission standards)
- Experience with service continuity, incident response, and on-call scheduling in a hospital or health system
ADDITIONAL SKILLS
- Strategic thinker with a focus on operational excellence
- Strong customer-service mindset with a focus on patient impact
- Effective stakeholder engagement and collaboration acumen
- Ability to operate under pressure in a fast-paced healthcare setting
- Attention to detail with a focus on data integrity and service quality
WHY JOIN US?
As a trusted partner of our healthcare client organization, you will help shape the digital experience that supports clinicians, staff, and patients every day. You’ll play a vital role in strengthening our ITIL practices, ServiceNow platform, enabling faster, safer, and more reliable care delivery.
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
