High level Consultant - 1 year minimum contract. Hybrid - 24/7 On Call if outage.
Job Description: IT Service Management (ITSM) Leader
The IT Service Management (ITSM) Leader is a strategic and operational role responsible for ensuring the effective delivery, governance, and continuous improvement of IT services across the organization. This leader drives excellence in incident management, service reliability, and cross-functional collaboration, with a strong focus on evolving the Major Incident process to enhance responsiveness, accountability, and long-term resilience.
The ITSM Leader reports to the Service Offering Management team and works closely with clinical informatics, operations, and security/compliance teams. This role is essential to maintaining high availability of healthcare IT systems and ensuring alignment with organizational and patient care goals.
Core Responsibilities
• Major Incident Management & Continuous Improvement Lead the end-to-end Major Incident Management process, ensuring timely resolution and clear stakeholder communication. Establish feedback loops and post-incident reviews to identify root causes, track trends, and implement process enhancements that reduce recurrence and improve response efficiency.
• Cross-Team Coordination Act as a central orchestrator across infrastructure, operations (I&O), application, and engineering teams. Promote unified ownership and eliminate ambiguity to accelerate incident resolution and maintain customer trust.
• Ownership Definition & Clarity Define and communicate clear ownership boundaries for various application types . Ensure accountability is embedded in incident response and service delivery.
• Data-Driven Decision Making Leverage operational data and incident analytics to inform service strategy, prioritize improvements, and drive measurable business impact. Use insights to proactively identify risks and opportunities for service optimization.
Skills and Qualifications
• Leadership & Collaboration Strong leadership skills with the ability to inspire cross-functional teams and build trust across stakeholders.
• Technical Proficiency Deep understanding of ITSM frameworks (e.g., ITIL), incident management platforms, observability tools, and automation practices.
• Continuous Improvement Mindset Experience applying continuous improvement methodologies (e.g., Lean, Six Sigma) to IT service processes, especially in incident and problem management.
• Outcome-Based Metrics Skilled in defining and tracking metrics that reflect service reliability, customer satisfaction, and business impact.
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