OverviewOur team members are the heart of what makes us better.
At
Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.
Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.
The
Information Technology (IT) Manager of Service Delivery is responsible for overseeing the day-to-day operations and performance of the Service Delivery team within Clinical Informatics at Hackensack Meridian Health (HMH). Reporting to the Director of Clinical Informatics, this role manages a multidisciplinary team of Analytics Translators, Scrum Masters, and Business Analysts to facilitate the delivery of high-quality insights, analytics, AI, and automation solutions to business partners across the HMH network. A primary focus of this role is advancing data literacy across the enterprise and driving utilization of self-service reporting tools to empower business partners to derive insights independently. Serves as a key operational leader responsible for ensuring consistent application of the agile operating model, squad alignment, intake management, and product adoption across assigned domains. This role plays a critical part in furthering HMH's work to transform health care and be recognized as a leader of positive change by supporting the mission, vision, and core values of Respect, Communication, Transparency, and Shared Expertise.
This is a hybrid position and you would need to come into the Iselin, NJ office about once a quarter. ResponsibilitiesA day in the life of a
Manager of Service Delivery at Hackensack Meridian Health includes:
- Oversee daily operations of assigned Service Delivery squads, ensuring adequate and appropriate service delivery skills are staffed to squads and that squads are appropriately organized to meet business demand.
- Lead initiatives to increase data literacy across the HMH network, including the development of educational programs, office hours, lunch-and-learns, and role-based training resources.
- Drive adoption and utilization of self-service reporting tools (e.g., Looker dashboards and explores, enterprise integrated analytics self-service) by developing enablement resources, training programs, and user experience feedback mechanisms.
- Manage, mentor, and develop a team of Analytics Translators, Scrum Masters, and/or Business Analysts, including performance management, career development planning, and role-level progression.
- Support the Director in the ongoing review and alignment of volume of work by business domain to ensure balanced workload distribution across squads.
- Partner with the Director and Intake Coordinator(s) to manage and oversee the formal process for bringing work into the department, including reviewing and accepting/rejecting work requests and overseeing ServiceNow queue and ticket aging.
- Ensure consistent application of agile practices across squads, including two-week sprints, daily stand-ups, weekly refinement, biweekly retrospectives, and biweekly planning ceremonies.
- Collaborate with Analytics Translators to support relationship management with key business stakeholders across assigned domains and ensure ongoing alignment of translator portfolios to strategic priorities.
- Support the execution of strategic roadmaps and quick-win initiatives, including validation and implementation of enterprise dashboards, role-based reporting resources, and self-service tool adoption.
- Facilitate change management activities including testing scripts, User Acceptance Testing (UAT), communication strategy, and training programs across squad deliverables.
- Support business adoption of new tools by planning and delivering training, developing job aids and knowledge base articles, and evaluating tool adoption metrics.
- Contribute to the development and management of feedback mechanisms for business users to drive continuous improvement.
- Coordinate with Data Engineering, Insights, and other partner teams to ensure cross-functional alignment and consistent delivery of squad commitments.
- Represent Service Delivery in cross-departmental initiatives including but not limited to IT Project Management Office (PMO) engagements, road shows, and quarterly business priority planning.
- Track and report on team performance metrics, squad productivity, data literacy indicators, self-service adoption rates, and product-specific Key Performance Indicators (KPIs); communicate regular updates to the Director and stakeholders.
- Uphold and enforce the Service Delivery Work Compact, ensuring team members maintain calendar transparency, meeting engagement, and hybrid work standards.
- Support onboarding, upskilling, and EPIC certification pathways (e.g., Cogito Fundamentals, Caboodle Data Model, Cogito Project Manager) for team members.
- Foster a culture of open communication, feedback, and continuous improvement through regular 1:1s, team meetings, and Standout check-ins.
- Other duties and/or projects as assigned.
- Adheres to HMH Organizational competencies and standards of behavior.
QualificationsEducation, Knowledge, Skills and Abilities Required: - Bachelor's degree in an Information Technology-related field.
- Minimum of 5-7 years of progressive experience in data & analytics, reporting, business intelligence, clinical informatics, or a related field.
- Minimum of 2-3 years of people management or team lead experience.
- Demonstrated experience working within agile teams and supporting agile ceremonies.
- Strong knowledge of the healthcare provider ecosystem and analytics product delivery.
- Hands-on experience with EPIC reporting tools (Cogito, Clarity, Caboodle), Looker, and SQL.
- Demonstrated experience developing and executing data literacy programs and driving self-service reporting adoption.
- Proven ability to manage intake processes, prioritize competing demands, and balance resources across multiple concurrent initiatives.
- Experience translating business requirements into technical deliverables and user stories.
- Excellent written and verbal communication skills, including the ability to represent analytics capabilities to executive leaders and non-technical stakeholders.
- Strong critical thinking, problem-solving, and decision-making capabilities.
- Ability to build and maintain effective relationships across teams and levels within the organization.
- Demonstrated ability to manage difficult conversations, set expectations, and negotiate resources.
- Experience with change management principles and product adoption strategies.
- Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.
- Familiarity with project and work management tools such as Asana, ServiceNow, and Jira.
Education, Knowledge, Skills and Abilities Preferred: - Experience managing hybrid or remote teams, including consultant partners.
- Prior experience within HMH or a comparable, large healthcare system.
- Background that comprises both healthcare provider knowledge and expert understanding of high-quality analytics product delivery.
- Experience designing and delivering enterprise-wide training curricula or learning management system (LMS) content.
Licenses and Certifications Required: - EPIC Certification in one or more of the following: Cogito Fundamentals, Caboodle Data Model, Clarity Data Model, or Cogito Project Manager.
- Looker certification (e.g., LookML Developer, Looker Business Analyst) or demonstrated equivalent proficiency.
- SQL certification or demonstrated equivalent proficiency.
- Certification in reporting and performance metrics (e.g., HFMA Certified Specialist Business Intelligence, Certified Business Intelligence Professional (CBIP), or equivalent).
- Google Cloud Digital Leader Certification or comparable cloud data platform credential.
Licenses and Certifications Preferred: - Certified Professional in Healthcare Information & Management Systems (CPHIMS).
- Additional EPIC certifications aligned to assigned domains (e.g., Revenue Data Model, Clarity Ambulatory Model, Clarity Resolute Professional Billing).
- Certified Scrum Product Owner (CSPO).
If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
Starting Minimum RateMinimum rate of $156,062.40 Annually
Job Posting DisclosureHMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package.
The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:
Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
Experience: Years of relevant work experience.
Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
Skills: Demonstrated proficiency in relevant skills and competencies.
Geographic Location: Cost of living and market rates for the specific location.
Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.
Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.
In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.
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