IT Service Delivery Manager — Remote & Field Ops

Cardinal Health; Dover (DE); Remote; USD 105,000 - 150,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off plan

Health savings account (HSA)

401k savings plan

myFlexPay access to wages before pay

Job summary

Navista, a Cardinal Health company, seeks an imaginative IT Service Delivery and Field Services leader to oversee EUC and remote hands, ensuring a seamless digital experience across multi-site oncology practices.

Reporting to the Director of IT Operations, you will drive ITIL maturity, AI-driven support and automation in a healthcare environment while guiding Tier 1–3 teams to expeditious issue resolution and superb clinical support.

Qualifications

• 8-12 years leading IT support operations in healthcare environments.
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
• Proven track record transforming IT service desks with AI, automation, and self-service in multi-site settings.
• Strong emphasis on clinical support delivery across multi-site healthcare practices or hospitals.
• Proven ITIL compliance experience; ITIL 4 MP or ITIL v3 Expert preferred.
• Experience with ITSM platforms such as ManageEngine or ServiceNow is a plus.
• Direct oncology support operations experience is a plus.
• Ability to travel up to 20% and be available 24x7 for major incidents.

Responsibilities

• Lead IT support delivery operations and field services to deliver a seamless digital experience for end-user computing and remote hands services.
• Directly manage, mentor, and develop Tier 1-3 IT support teams for prompt issue resolution.
• Partner with clinical and business leaders to drive adoption of new IT services and automated workflows.
• Spearhead AI-driven support solutions and zero-touch automation initiatives.
• Advance the ITIL team to Level 4 maturity with modern ITSM practices.
• Define and report on SLAs, KPIs, and OKRs to foster continuous improvement.
• Ensure high-quality clinical support across multi-site practices and healthcare settings.
• Maintain HIPAA-compliant operations and cybersecurity standards across all services.
• Oversee ITAM and ITSM systems and related budgets.

Skills

IT leadership

IT Service Delivery

ITIL compliance

AI & automation

Stakeholder mgmt

Travel up to 20%

Education

Bachelor's degree in IT / CS / Business

Equivalent experience

Tools

ManageEngine

ServiceNow

Job description

Navista, a Cardinal Health company, seeks an imaginative IT Service Delivery and Field Services leader to oversee EUC and remote hands, ensuring a seamless digital experience across multi-site oncology practices.

Reporting to the Director of IT Operations, you will drive ITIL maturity, AI-driven support and automation in a healthcare environment while guiding Tier 1–3 teams to expeditious issue resolution and superb clinical support.