Overview
On Site
USD 101,000.00 - 151,000.00 per year
Full Time
Skills
Health Care
Accessibility
Operational Excellence
User Experience
Usability
Mentorship
End-user Training
Performance Metrics
Collaboration
Change Management
Information Technology
Computer Science
IT Operations
Technical Support
Systems Analysis
Customer Facing
FOCUS
IT Service Management
ServiceNow
JIRA
Service Management
Zendesk
Leadership
Communication
Coaching
Identity Management
Management
SaaS
ITIL
Microsoft Office
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
We are looking for an experienced IT Service Delivery Manager to lead and enhance the delivery of user-centered IT support within a dynamic healthcare environment. Based in Oakland, California, this role focuses on optimizing IT services to ensure accessibility, efficiency, and alignment with organizational needs. The ideal candidate will bring strategic vision, leadership expertise, and a strong commitment to operational excellence.
Responsibilities:
Drive initiatives to improve the overall user experience by embedding proactive support and usability principles into IT service delivery.
Lead and mentor a team of IT support analysts and system specialists, fostering collaboration and encouraging growth.
Develop and implement strategies to optimize IT support processes, tools, and response models.
Oversee the resolution of technical issues, identifying trends and systemic causes to enhance service performance.
Manage the creation and delivery of end-user training programs and self-service resources to improve technology adoption.
Monitor and analyze service performance metrics, including SLAs, user satisfaction, and operational effectiveness, to identify improvement opportunities.
Collaborate with cross-functional teams to ensure IT services align with organizational goals and operational needs.
Ensure timely and clear communication regarding system outages, updates, and changes to minimize business disruption.
Maintain relationships with external vendors, ensuring service quality and alignment with company expectations.
Represent end-user perspectives in enterprise IT projects, supporting change management and post-deployment evaluations.
Requirements
Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
Minimum of 7 years in IT operations, technical support, or systems analysis, with at least 2 years in a leadership role.
In-depth knowledge of IT service management frameworks and user-centered support methodologies.
Proven experience managing customer-facing IT teams or service desks, with a focus on enhancing user satisfaction.
Familiarity with enterprise ITSM platforms such as ServiceNow, Jira Service Management, or Zendesk.
Strong leadership, communication, and coaching skills, with the ability to engage both technical and non-technical stakeholders.
Proficiency in Microsoft 365, identity and access management, endpoint management, and other enterprise SaaS platforms.
Relevant certifications, such as ITIL v3/v4 or Microsoft 365, are highly desirable.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
We are looking for an experienced IT Service Delivery Manager to lead and enhance the delivery of user-centered IT support within a dynamic healthcare environment. Based in Oakland, California, this role focuses on optimizing IT services to ensure accessibility, efficiency, and alignment with organizational needs. The ideal candidate will bring strategic vision, leadership expertise, and a strong commitment to operational excellence.
Responsibilities:
Drive initiatives to improve the overall user experience by embedding proactive support and usability principles into IT service delivery.
Lead and mentor a team of IT support analysts and system specialists, fostering collaboration and encouraging growth.
Develop and implement strategies to optimize IT support processes, tools, and response models.
Oversee the resolution of technical issues, identifying trends and systemic causes to enhance service performance.
Manage the creation and delivery of end-user training programs and self-service resources to improve technology adoption.
Monitor and analyze service performance metrics, including SLAs, user satisfaction, and operational effectiveness, to identify improvement opportunities.
Collaborate with cross-functional teams to ensure IT services align with organizational goals and operational needs.
Ensure timely and clear communication regarding system outages, updates, and changes to minimize business disruption.
Maintain relationships with external vendors, ensuring service quality and alignment with company expectations.
Represent end-user perspectives in enterprise IT projects, supporting change management and post-deployment evaluations.
Requirements
Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
Minimum of 7 years in IT operations, technical support, or systems analysis, with at least 2 years in a leadership role.
In-depth knowledge of IT service management frameworks and user-centered support methodologies.
Proven experience managing customer-facing IT teams or service desks, with a focus on enhancing user satisfaction.
Familiarity with enterprise ITSM platforms such as ServiceNow, Jira Service Management, or Zendesk.
Strong leadership, communication, and coaching skills, with the ability to engage both technical and non-technical stakeholders.
Proficiency in Microsoft 365, identity and access management, endpoint management, and other enterprise SaaS platforms.
Relevant certifications, such as ITIL v3/v4 or Microsoft 365, are highly desirable.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.