Manager, IT Service Delivery

Cardinal Health; Hartford (CT); On-site; USD 105,000 - 150,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k savings plan

Paid time off

Health savings account (HSA)

Flexible spending accounts (FSAs)

Short- and long-term disability

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Job summary

Cardinal Health in Hartford, CT seeks an IT leader to head IT service delivery and field services across multi-site healthcare settings. You will manage EUC and remote hands, guiding Tier 1–3 teams and partnering with clinical leaders to deploy self-service tools and automated workflows.

Ideal candidates have 8–12 years in healthcare IT operations, ITIL certification, and experience with AI-enabled support. Travel up to 20% and strict HIPAA compliance are required.

Qualifications

• 8-12 years of experience leading IT support operations within a healthcare organization.
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
• Proven track record of leading IT service desk transformations with AI and automation.
• Experience delivering clinical IT support across multi-site healthcare environments.
• ITIL certification (ITIL 4 MP or ITIL v3 Expert) preferred.
• Experience with ITSM platforms such as ManageEngine or ServiceNow.

Responsibilities

• Lead and manage IT support delivery operations and field services.
• Directly manage and mentor Tier 1–3 IT support teams.
• Partner with clinical and business leaders to drive adoption of new IT services and automation.
• Spearhead AI-driven support solutions and zero-touch automation.
• Advance ITIL maturity and ensure efficient service for clinical teams.
• Define and report on SLAs, KPIs, and OKRs, driving continuous improvement.

Skills

IT leadership

End-user computing

AI automation

ITIL 4

Healthcare IT

Team mentoring

Education

Bachelor's degree in Information Technology

Tools

ManageEngine

ServiceNow

Job description

US-Nationwide-FIELD

Full time

20185558

Position Summary

At Navista, our mission is to empower community oncology practices to deliver patient-centered cancer care. Navista, a Cardinal Health company, is an oncology practice alliance co-created with oncologists and practice leaders that offers advanced support services and technology to help practices remain independent and thrive. True to our name, our experienced team is passionate about helping oncology practices navigate the future.

Reporting directly to the Director of IT Operations, the Manager, IT Service Delivery and Field Services is directly responsible for overseeing all IT support delivery operations and field services. This leader will manage end-user computing (EUC) and remote hands services, elevating the overall Digital Employee Experience (DEX) to ensure frictionless, high-quality technical support. Overseeing the Tier 1–3 support teams, this role requires a strategic approach to aligning IT support operations with the critical needs of our oncology and clinical environments.

This position is ideal for a transformational leader who will own the IT Service Delivery space, driving the evolution of our support operations to an advanced ITIL maturity level by leveraging AI, automation, and modern ITSM practices to support the organization’s rapid growth.

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.

Qualifications

• 8-12 years of experience leading IT support operations within a healthcare organization; strong preference given to candidates with proven experience managing support operations across a large volume of highly complex, multi-site medical practices, preferred

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or an equivalent combination of education and relevant professional experience, preferred

• Proven track record of leading IT service desk transformations, specifically implementing AI, automation, and self-service strategies in a complex, multi-site environment.

• Demonstrated strong emphasis on clinical support delivery across multi-site healthcare practices or within a hospital setting.

• Proven experience working within and enforcing ITIL compliance standards. ITIL 4 Managing Professional (MP), ITIL v3 Expert, or similar advanced ITIL certification is highly preferred.

• Experience with ITSM platforms such as ManageEngine or ServiceNow is a strong plus.

• Direct experience with Oncology support operations is a strong plus.

• Additional preferred certifications: HDI-SCM, Lean Six Sigma, or CPHIMS.

• Ability to travel up to 20% of the time to regional clinical sites.

• Available 24x7 for major incident escalation and critical support resolution.

What is expected of you and others at this level

• Manages department operations and supervises professional employees, front line supervisors and/or business support staff

• Participates in the development of policies and procedures to achieve specific goals

• Ensures employees operate within guidelines

• Decisions have a short term impact on work processes, outcomes and customers

• Interacts with subordinates, peers, customers, and suppliers at various management levels; may interact with senior management

• Interactions normally involve resolution of issues related to operations and/or projects

• Gains consensus from various parties involved

Anticipated salary range: $105,100 - $150,100

Bonus eligible: Yes

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage

• Paid time off plan

• Health savings account (HSA)

• 401k savings plan

• Access to wages before pay day with myFlexPay

• Flexible spending accounts (FSAs)

• Short- and long-term disability coverage

• Work-Life resources

• Paid parental leave

• Healthy lifestyle programs

#LI-Remote

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities.

We are a crucial link between the clinical and operational sides of healthcare, delivering end‑to‑end solutions and data‑driving insights that advance healthcare and improve lives every day. With deep partnerships, diverse perspectives and innovative digital solutions, we build connections across the continuum of care.

With more than 50 years of experience, we seize the opportunity to address healthcare's most complicated challenges — now, and in the future.

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