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Scheduled Weekly Hours:

Director Service Management

Location: Hybrid. Must reside in WI MN MI or IA at the time of hire.

Position Summary:

The Director of Service Management is responsible for the strategic oversight and operational management of the ServiceNow platform and the IT Service Desk including the analysis planning and implementation of core service management areas. This role ensures the delivery of high-quality IT services aligned with organizational objectives and ITIL best practices. The Director leads a team of service management professionals drives continuous improvement initiatives and fosters collaboration across ITDS and operations to enhance service delivery and customer experience. This position holds decision-making authority to ensure alignment with enterprise IT strategies and stakeholder expectations.

Major Responsibilities:

• Strategic Service Management: Develop and execute a comprehensive service management strategy that supports ITDS and enterprise goals including continuous improvement of the ServiceNow platform and service desk operations.

• Leadership and Team Development: Lead mentor and develop the service management and service desk teams promoting a culture of customer service excellence and operational efficiency.

• ServiceNow Oversight: Manage the ServiceNow instance to ensure optimal configuration integration and utilization aligned with ITIL processes and organizational needs.

• ITIL Process Implementation: Champion ITIL best practices across service management functions including incident problem change and request management.

• Customer Service Excellence: Drive initiatives to enhance the end-user experience ensuring timely and effective resolution of IT service requests and incidents.

• Cross-Functional Collaboration: Partner with ITDS clinical operations and other stakeholders to align service management activities with business priorities and digital transformation efforts.

• Performance Monitoring: Establish and monitor key performance indicators (KPIs) for service desk and ServiceNow operations using data to inform continuous improvement.

• Stakeholder Engagement: Engage with senior leadership and business partners to communicate service management performance challenges and opportunities.

• Innovation and Adaptation: Stay current with industry trends emerging technologies and ITSM best practices to drive innovation in service delivery.

Requirements:

Education: Bachelors degree in Information Technology Business Administration or a related field required. Masters degree preferred.

Experience:

• Minimum of 10 years of experience overseeing IT service management functions including Service Desk operations and ITSM platforms such as ServiceNow.

• At least 5 years of leadership experience managing cross-functional teams in IT service delivery or service management roles.

• Proven experience partnering with multiple departments (IT clinical operations patient experience etc.) to align service management with organizational goals.

• Strong customer service background with demonstrated ability to improve service quality and user satisfaction.

What youll get:

• Tailored Benefits Package:We offer a comprehensive benefits package that varies based on your location. To learn more about the specific benefits available in your area please inquire with the recruiter during the application process.

• Flexible work location:While this role offers some flexibility in work location candidates must reside within a reasonable commuting distance of La Crosse or Green Bay WI due to on-site addition candidates must reside in WI MN IA or MI at the time of hire.

• Note: The starting salary for this position begins at $112694.40 and will be determined based on the candidates unique combination of skills and experience

If you need assistance with any portion of the application or have questions about the position please contact or call .

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Equal Opportunity Employer