IT Program Manager - Service Management Office

Good Samaritan Society; Bismarck (ND); On-site; USD 59,000 - 98,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) retirement plan

Work/life balance benefits

Generous time off

Job summary

Sanford Health is seeking an experienced Program Manager to lead complex IT service management programs across enterprise initiatives. The role requires hands-on governance, change management, and cross-functional collaboration with Infrastructure, Applications, Security, and Operations teams in a large health system.

You will drive program definition, governance, benefits realization, and delivery with minimal supervision while aligning with organizational goals and ITIL best practices.

Qualifications

• Minimum 8 years of IT experience with progressive responsibilities in IT Service Management, IT Operations, or IT Program Management.
• 5+ years in IT Program Management overseeing enterprise initiatives and service management programs.
• 5+ years hands-on with ITIL processes including Change, Incident, Problem, Service Request, Major Incident, Configuration, Knowledge Management, and continuous improvement.
• 3+ years establishing governance frameworks, metrics, and process compliance programs.
• 3+ years cross-functional coordination across Infrastructure, Applications, Security, Architecture, and Business Operations.

Responsibilities

• Apply advanced knowledge to complex projects; manage multiple initiatives with minimal direction.
• Align programs with business goals and define scope, practices, and policies.
• Plan, organize, and deliver key programs; manage resources, schedules, and finances.
• Assess risks, manage changes, and track outcomes to ensure benefits delivery.
• Act as a change agent; present updates to senior leadership.

Skills

IT Service Management

ITIL processes

Program Management

Cross-functional coordination

Governance frameworks

Process improvement

Change Management

Incident Management

Problem Management

Service Request Management

Major Incident Management

Configuration Management

Knowledge Management

Education

Bachelor’s degree in project management or related field

PMP certification preferred

PgMP certification preferred

Tools

Microsoft Project

Microsoft Office

Job description

Careers With Purpose

Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience and providing access to world-class health care in America’s heartland.

• Facility: Bismarck Business Center
• Location: Bismarck, ND
• Address: 3451 N 14th St, Bismarck, ND 58503, USA
• Shift: 8 Hours - Day Shifts
• Job Schedule: Full time
• Weekly Hours: 40.00
• Salary Range: $43.00 - $71.00
• Pay Info: Pay starts at $43 and increases according to years of applicable experience.

Department Details

Design, deliver, manage, and improve IT services as part of Sanford Technology Solutions - Service Management Office.

Service management includes all the activities involved in designing, delivering, managing, and improving IT services. Maximize business value from the use of technology in service design. Improve quality, delivery, cost, and value to our customers through performance monitoring, automation, and efficiencies. Define a common operating model to deliver services using the ITIL framework. Manage services using standard processes, KPIs, and tools.

• 8 years of IT experience with progressive responsibilities in IT Service Management, IT Operations, or IT Program Management.
• 5+ years of IT Program Management experience overseeing enterprise operational initiatives and service management programs.
• 5+ years of hands-on experience with ITIL processes, including:
  • Change Management
  • Incident Management
  • Problem Management
  • Service Request Management
  • Major Incident Management
  • Configuration Management
  • Knowledge Management
  • Continuous Process Improvement
• 3+ years of experience establishing governance frameworks, operational metrics, and process compliance programs.
• 3+ years of experience driving cross-functional coordination across Infrastructure, Applications, Security, Architecture, and Business Operations teams.

Job Summary

Apply advanced knowledge and experience to complex, interconnected complementary projects while ensuring projects stay in line with each other. Work independently with minimal direction on day-to-day work. Determine own methods and approaches, and establish own work priorities and timelines for own work, as well as the project teams. Program management often requires problem resolution for unique and complex challenges and requires generation of solutions that look beyond the immediate problem to wider implications. Build professional networks, and identify and connect resources to solve issues and achieve goals. Serve as a resource for leadership, stakeholders and the project team.

Align program projects and assess the impact of programs on business performance. Provide direction and leadership to project teams working on program projects. Define the scope of the program and projects that support it while defining best practices, processes and policies to ensure alignment with program objectives.

Plan, organize and deliver key projects/programs and its activities in accordance with the mission and goals of the organization. Detail the roadmap for program management within focal area. Manage resources, schedules, and financials and adhere to quality and control guidelines.

Assess program/project risks, propose resolutions, manage change requests and track implementation of resolution through to completion. Verify that the program achieves the proposed benefits defined in the business case.

Maintain authority over the program and its projects and assume responsibility for the overall program. Contribute to process improvement initiatives as it relates to improving program/project delivery.

Serve as change agent, influencing stakeholders and project deliverables to change organizational culture and processes. Present program/project proposals, updates and outcomes to senior leadership.

According to team and organizational needs, may perform project manager duties.

Qualifications

• Bachelor’s degree in project management or related field required.
• Five to eight years' experience managing multiple high-risk, high-cost full lifecycle projects within a program required. Previous experience working with business stakeholders in a cross-functional matrix environment and an intermediate level of proficiency with project management software and Microsoft Office required.
• Project Management Professional (PMP) certification preferred. Program Management Professional (PgMP) certification preferred.

Benefits

Sanford offers an attractive benefits package for qualifying full-time and part-time employees. Depending on eligibility, a variety of benefits include:

• health insurance
• dental insurance
• vision insurance
• life insurance
• a 401(k) retirement plan
• work/life balance benefits
• a generous time off package to maintain a healthy home-work balance

For more information about Total Rewards, visit https://sanfordcareers.com/benefits.

Sanford is an EEO/AA Employer M/F/Disability/Vet. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-673-0854 or send an email to [e-mail].

Sanford has a Drug Free Workplace Policy. An accepted offer will require a drug screen and pre-employment background screening as a condition of employment.

• Req Number: R-0268244
• Job Function: General Administration
• Featured: No