Service Delivery Manager - healthcare!

Overview

Hybrid
Depends on Experience
Full Time
No Travel Required

Skills

ITSM processes
Incident
Request
Change
Problem Management
ITIL v4 Foundation
AWS
Microsoft 365
ITIL frameworks
problem
request management.
SLAs
OLAs
KPIs

Job Details

Join this international organization as they remake their infrastructure to enhance their ability for Global growth. Great opportunity to enjoy the opportunities as they create opportunities for professional advancement! As the primary liaison between the business and IT, utilize your strong background in ITSM, team leadership, and customer-focused service delivery. You will oversee the delivery of IT services, ensuring high-quality support across the organization, responsible for managing service operations and ensuring adherence to agreed upon SLA s.

RESPONSIBILITIES

  • Lead core ITSM processes including Incident, Request, Change, and Problem Management to ensure consistent, reliable IT service delivery.
  • Establish, monitor, and enforce SLAs, OLAs, and KPIs to maintain high service quality and performance standards.
  • Drive resolution, root cause analysis, and long-term corrective actions.
  • Collaborate with the IT Manager to ensure seamless integration of service delivery with infrastructure operations and technology deployments.
  • Coordinate onboarding, support processes, and change management activities across infrastructure and platform services to ensure smooth transitions and minimal disruption.
  • Contribute to project planning and technical design sessions, providing insights into operational impacts, service risks, and support requirements.
  • Collaborate across the enterprise to support vendor selection, contract negotiations, renewals, and performance reviews.
  • Analyze metrics to identify trends, drive service improvements, and implement proactive corrective measures.
  • Champion ITIL best practices across the enterprise to enhance service consistency, efficiency, and customer satisfaction.
  • Manage communication and stakeholder updates during incidents, maintenance events, and service outages, ensuring transparency and timely information flow.

BACKGROUND

  • STRONG experience in IT service management or operations in a service delivery or vendor management role.
  • Strong Knowledge of ITIL processes and ITSM tools, with ITIL v4 Foundation or higher certification.
  • Experience managing vendor relationships and performance within enterprise environments.
  • Familiarity with cloud service delivery (e.g. AWS, Microsoft 365).
  • Experience supporting a Managed Services operating model.
  • Deep understanding of ITIL frameworks, particularly incident, change, problem, and request management.

RedRiver offers benefits including Major Medical, Dental, Vision, LTD and 401k. More positions @: RedRiver Systems is an Equal Opportunity Employer.

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