Deputy Manager - Expanse

Job Description

Title - Manager – Expanse Support

Summary

JOB SUMMARY (Primary purpose of the position.)

The Manager, Expanse is a pivotal Information Technology leadership role that oversees a team of Expanse Command Center professionals that are responsible for implementing and governing service management processes and tools across the ITG enterprise including corporate, divisions and business partners in support of Enterprise Expanse Implementation in the Corporate Command Center.

GENERAL RESPONSIBILITIES (The essential responsibilities and accountabilities of this position including interactions with other departments and outside vendors, if applicable, in PRIORITY order.)

• Overall prioritization and oversight of ITSM process including strategy, improvements, metrics and collaboration across the organization and with our partners
• Directly manage the foundational ITSM key process analysts and strategically plan the development, improvement and delivery of the following:
• Asset Management/CMDB
• Change Management
• Event Management
• Actively lead efforts on foundational ITSM key processes to enable other ITSM processes including:
• Incident Management
• Knowledge Management
• Problem Management
• Request Management
• Responsible to collaborate with existing owners or identify new process ownership; accountable for strategic roadmap to implement and improve ITSM Service Management Practices
• Oversee user and stakeholder engagement to ensure that they are key participants in process and tool improvement initiatives
• The ideal candidate will have experience in Managing, Facilitating and supporting the rollout of new applications and enhancements
• Responsible for verbal and written communications with executive leaders
• Manage and oversee the development and delivery of ITSM process key performance indexes (KPIs) and Service Level Agreements (SLAs)
• Identify, implement, and track performance improvement opportunities aimed specifically at improving these metrics
• Successfully transform ITG by delivering forward thinking ITSM best practices that support the organization
• Develop strategic relationships needed to ensure adoption and utilization of ITSM processes and management tools
• Manage the initiation and execution of key project initiatives that support strengthening and improving service management practices
• Coach and lead team members on achieving goals and developing necessary skills to obtain results
  
  

RELEVANT WORK ( 10 + years minimum amount of specifically related experience which is required to perform the role at this level

MANAGEMENT ( 3 + years minimum amount of specifically related experience which is required to perform the role at this level.

EDUCATION - Bachelor’s Degree Preferred

OTHER/SPECIAL QUALIFICATIONS (Required licenses, certificates, specific skills, personal traits, e.g., RN, CPA, able to type 90 wpm, detail orientation.)

• Minimum of 3+ years of management experience.
• Healthcare Inspired
• Passion and concern with improving the organization
• ITIL Framework understanding and knowledge. ITIL Foundations Certification or higher preferred
• Exemplary leadership with excellent communication and inter-personal skills.
• Proven management ability with strong development processes and practices background.
• Excellent oral, written, and presentation skills and be comfortable in front of executive audience.
• Focused customer perspective toward service delivery and the ability to influence continuous service improvements.
• Proven organizational skills, including team building and mentoring.
• Ability to work with personnel at all levels of the enterprise in a cooperative and effective manner.
• Significant track record of leadership accomplishments is necessary.
• Ability to effectively direct multiple parallel efforts to successful completion.
• In depth knowledge of the IT organization and interactions.
• Strong knowledge of the business including the applications and interdependencies.
• Excellent conflict management and negotiation skills with the ability to consistently achieve "win-win" results.
• Proven coach with a track record of developing staff and recruiting highly skilled candidates
• Working knowledge of technology and correlation to solving business problems.
• Working knowledge of vendor management principles and procedures.
• Good understanding of statistical methods and metrics development.
• Strong Program/Project Management Skills - Demonstrated success in large project implementations
  
  

PHYSICAL DEMANDS/WORKING CONDITIONS (Specific statements of physical effort required and description of work environment; e.g., prolonged sitting at CRT., required travel %)

• Typical work week hours can vary depending on workload and project deliverables.
• Rotating nights and weekends required
• Prolonged sitting and office environment
• Some occasional travel required

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