Manager IT Service Delivery Associate Manager

PIH Health; Whittier (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

PIH Health is seeking a hands-on Manager for IT Service Delivery who will oversee essential IT services and support. The candidate will lead a team focused on optimizing IT processes, enhancing user experience, and aligning IT capabilities with business needs in a dynamic healthcare environment. This role demands strategic decision-making and effective management of end-user technology services while implementing best practices for ITSM.

Qualifications

• Bachelor's Degree in Information Technology is required.
• Extensive experience in desktop support and end-user support management.
• Experience with Windows OS, Citrix, and troubleshooting.

Responsibilities

• Deliver IT services, workplace productivity technologies, and end-user support.
• Oversee IT Service Management processes and enhance ServiceNow capabilities.
• Coordinate cross-team solutions and implement long-term strategies.

Skills

End-user support

IT service management

Risk management

Automation

ServiceNow enhancements

Education

Bachelor's Degree in Information Technology

Tools

Windows OS

Citrix

Job description

The Manager, IT Service Delivery is a hands-on leader responsible for delivering IT services, workplace productivity technologies, and end-user support across the organization. This role drives IT Service Management (ITSM) excellence, overseeing:

• 24x7x365 at the elbow support

• L2/3 end-user support

• Endpoint and hardware configuration standards

• Refresh cycles

• Mobile device management

• The Senior Manager leads a team focused on optimizing IT processes, enhancing ServiceNow capabilities, and integrating emerging technologies. This role is critical in improving user experience, managing service risks, and aligning IT capabilities with business priorities.

PIH Health is a nonprofit, regional healthcare network that serves approximately 3 million residents in the Los Angeles County, Orange County and San Gabriel Valley region. The fully integrated network is comprised of PIH Health Downey Hospital, PIH Health Good Samaritan Hospital, PIH Health Whittier Hospital, 37 outpatient medical office buildings, a multispecialty medical (physician) group, home healthcare services and hospice care, as well as heart, cancer, digestive health, orthopedics, women’s health, urgent care and emergency services. The organization is nationally recognized for excellence in patient care and patient experience, and the College of Healthcare Information Management Executives (CHIME) has identified PIH Health as one of the nation’s top hospital systems for best practices, cutting-edge advancements, quality of care and healthcare technology. For more information, visit PIHHealth.org or follow us on Facebook, Twitter, or Instagram.

Required Skills

• Make tactical decisions to improve end-user technology services.

• Ensure effective L2/3 support, hardware standards, mobile device management, and timely refresh cycles.

• Oversee ITSM process improvements and ServiceNow enhancements.

• Prioritize automation and self-service tools to streamline workflows and reduce manual efforts.

• Align IT processes with ITIL best practices.

• Ensure enterprise monitoring, disaster recovery planning, and change management practices.

• Maintain reliable uptime, rapid recovery, and risk mitigation during system updates or disruptions.

• Manage escalations and maintain strong stakeholder relationships.

• Make key decisions on risk management for IT services.

• Balance service continuity, compliance, and business needs.

• Resolve high-impact service disruptions and complex end-user technology issues.

• Identify root causes and coordinate cross-team solutions.

• Implement long-term strategies to prevent future incidents.

• Identify inefficiencies in ITSM processes, including gaps in incident, change, and problem management.

• Streamline workflows to improve response times and service quality.

• Address issues related to 24x7x365 monitoring and disaster recovery.

• Optimize monitoring coverage and ensure robust disaster recovery processes.

• Proactively engage with stakeholders to resolve critical issues.

• Maintain service continuity and align IT support with business need

Required Experience

Required:

• Bachelor's Degree in Information Technology

• Experience in desktop support delivery and/or end-user support management

• Extensive experience managing multiple desktop support teams and customers across multiple locations and regions

• Experienced with windows os, xenapp, xendesktop, citrix, and windows performance analyzer (wpa) tools

• Experienced in performance characterization and software optimization techniques

• Experience troubleshooting issues with ad, gpos, windows os, healthcare applications, and multi-factor authentication

• Experienced in planning and executing technology requirements for office relocations and expansions

• Experienced in baselining, developing, and reporting slas and kpis for ongoing services

• Experience with installation or maintenance tasks, configuring laptops, desktops, video-conference rooms, and related software

Preferred:

• Experienced in supporting and providing concise updates to c-level executives and senior leaders

• Experience in the Healthcare industry

Qualifications:

• Make tactical decisions to improve end-user technology services.

• Ensure effective L2/3 support, hardware standards, mobile device management, and timely refresh cycles.

• Oversee ITSM process improvements and ServiceNow enhancements.

• Prioritize automation and self-service tools to streamline workflows and reduce manual efforts.

• Align IT processes with ITIL best practices.

• Ensure enterprise monitoring, disaster recovery planning, and change management practices.

• Maintain reliable uptime, rapid recovery, and risk mitigation during system updates or disruptions.

• Manage escalations and maintain strong stakeholder relationships.

• Make key decisions on risk management for IT services.

• Balance service continuity, compliance, and business needs.

• Resolve high-impact service disruptions and complex end-user technology issues.

• Identify root causes and coordinate cross-team solutions.

• Implement long-term strategies to prevent future incidents.

• Identify inefficiencies in ITSM processes, including gaps in incident, change, and problem management.

• Streamline workflows to improve response times and service quality.

• Address issues related to 24x7x365 monitoring and disaster recovery.

• Optimize monitoring coverage and ensure robust disaster recovery processes.

• Proactively engage with stakeholders to resolve critical issues.

• Maintain service continuity and align IT support with business need