IT Service Delivery & Field Ops Leader

Cardinal Health; Honolulu (HI); Remote; USD 105,000 - 150,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Health savings account (HSA)

401k savings plan

Wages advance

Flexible spending accounts (FSAs)

Disability coverage

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Job summary

Cardinal Health is hiring a strategic leader to oversee IT service delivery and field services for a nationwide healthcare environment. You will manage EUC and remote hands, lead Tier 1–3 teams, and partner with clinical and business leaders to drive adoption of new IT services and automated workflows.

The role emphasizes AI-driven solutions, ITIL maturity, and strong governance across SLAs, KPIs, and OKRs. Travel up to 20% and 24x7 escalation readiness are required.

Qualifications

• Experience leading IT support in healthcare with multi-site environments.
• Proven track record transforming IT service desks with AI and automation.
• Strong ITIL implementation experience; ITIL 4 MP or similar preferred.
• Familiarity with ITSM platforms (ManageEngine, ServiceNow).
• Ability to travel up to 20% to regional sites.
• Available for 24x7 major incident escalation.

Responsibilities

• Lead and manage all IT support delivery operations and field services, focusing on a seamless digital experience for end-user computing and remote hands services.
• Directly manage, mentor, and develop Tier 1–3 IT support teams to ensure prompt and effective resolution of technical issues.
• Act as a strategic partner to clinical and business leaders, driving organizational change management to ensure high adoption of new IT services, self-service tools, and automated workflows.
• Spearhead the integration of AI-driven support solutions (e.g., chatbots, predictive analytics, AIOps) and zero-touch automation.
• Evolve the ITIL team to Level 4 maturity, championing modern ITSM practices to provide a highly efficient level of service for clinical teams.
• Define, track, and report on ITIL-standard Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Objectives and Key Results (OKRs), driving a culture of continuous improvement.
• Ensure high-quality clinical support delivery across multi-site practices and hospital settings, minimizing downtime and optimizing clinical workflows.
• Ensure all end-user computing, remote hands services, and support protocols strictly adhere to internal cybersecurity standards and healthcare regulations, including HIPAA.
• Oversee and manage the IT Asset Management (ITAM) and IT Service Management (ITSM) systems and processes.
• Manage the departmental budget, including CapEx and OpEx for end-user hardware, ITSM/ITAM platforms, and external vendor contracts.

Skills

IT leadership

Healthcare IT

ITIL knowledge

AI & automation

Stakeholder management

Education

Bachelor’s degree in IT/CS/business

Tools

ManageEngine

ServiceNow

Job description

Cardinal Health is hiring a strategic leader to oversee IT service delivery and field services for a nationwide healthcare environment. You will manage EUC and remote hands, lead Tier 1–3 teams, and partner with clinical and business leaders to drive adoption of new IT services and automated workflows.

The role emphasizes AI-driven solutions, ITIL maturity, and strong governance across SLAs, KPIs, and OKRs. Travel up to 20% and 24x7 escalation readiness are required.