Manager, IT Service Management & Delivery

Seattle Children's; Seattle (WA); Presencial; USD 147 000 - 220 000; Tempo integral

Resumo da oferta

Seattle Children's seeks a strategic leader to define and drive IT Service Management & Delivery, standardizing and automating workflows across IT to enable scalable automation and AI-enabled capabilities.

The role owns the ServiceNow platform roadmap for IT, advancing ITIL-based processes (Incident, Problem, Change, Knowledge, CMDB) and delivering continuous improvement in service delivery and operational excellence.

Qualificações

• Bachelor's degree in Information Technology, Computer Science, Business, or equivalent combination of education and experience.
• 7+ years of progressive IT experience; 3+ years managing technical or operational teams.
• Demonstrated expertise in ITIL v3/v4 frameworks — designing and maturing Incident, Problem, Change, Knowledge, and CMDB processes, not just operating them.
• Proven experience owning or contributing to a ServiceNow platform roadmap, including ITSM module configuration and workflow design.
• Track record of advancing process maturity: assessing current state, defining targets, and executing improvement roadmaps with measurable outcomes.
• Strong background in workflow automation, service integration, and building scalable digital operations.
• Experience defining and managing SLAs, KPIs, and operational dashboards; data-driven approach to continuous improvement.

Conhecimentos

ITIL v3/v4

ServiceNow

Workflow automation

Leadership

SLA/KPI management

Data-driven improvement

Formação académica

Bachelor's degree in IT/CS/Business

Ferramentas

ServiceNow

Flow Designer

Predictive Intelligence

CSA/CIS (preferred)

Descrição da oferta de emprego

The Manager, IT Service Management & Delivery is a strategic leader responsible for defining and executing a roadmap that standardizes, simplifies, and automates how work flows across IT. By establishing scalable, integrated digital workflows, this leader will enable automation at scale, increase visibility across teams, reduce friction in service delivery, and position the organization for AI-enabled capabilities.

Owning the ServiceNow platform roadmap for IT, this role drives process maturity across the full ITSM lifecycle — Incident, Problem, Change, Knowledge, and CMDB — while championing continuous improvement and operational excellence. This is a transformation role, not a steady-state one: the expectation is to elevate how IT operates, not simply manage what already exists.

Required Education And Experience

• Bachelor's degree in Information Technology, Computer Science, Business, or equivalent combination of education and experience.
• 7+ years of progressive IT experience; 3+ years managing technical or operational teams.
• Demonstrated expertise in ITIL v3/v4 frameworks — designing and maturing Incident, Problem, Change, Knowledge, and CMDB processes, not just operating them.
• Proven experience owning or contributing to a ServiceNow platform roadmap, including ITSM module configuration and workflow design.
• Track record of advancing process maturity: assessing current state, defining targets, and executing improvement roadmaps with measurable outcomes.
• Strong background in workflow automation, service integration, and building scalable digital operations.
• Experience defining and managing SLAs, KPIs, and operational dashboards; data-driven approach to continuous improvement.

Required Credentials

• N/A

Preferred

• ITIL Foundation certification (v3 or v4).
• ITIL Practitioner, Managing Professional, or Strategic Leader designation.
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).
• Familiarity with ServiceNow AI/automation capabilities: Flow Designer, Predictive Intelligence, Virtual Agent.
• Agile or product management experience as applied to platform delivery.

Compensation Range

$146,572.00 - $219,858.00 per year

Salary Information

This compensation range was calculated based on full-time employment (2080 hours worked per calendar year). Offers are determined by multiple factors including equity, skills, experience, and expertise, and may vary within the range provided.

Disclaimer for Out of State Applicants

This compensation range is specific to Seattle, positions located outside of Seattle may be compensated differently depending on various factors

Benefits Information

Seattle Children’s offers a generous benefit package, including medical, dental, and vision plans, 403(b), life insurance, paid time off, tuition reimbursement, and more. Additional details on our benefits can be found on our website www.seattlechildrens.org/careers/benefits.

About Us

Hope. Care. Cure. These three simple words capture what we do at Seattle Children’s – to help every child live the healthiest and most fulfilling life possible. Are you ready to engage with a mission-driven organization that is life-changing to many, and touches the hearts of all? #HOPECARECURE

Our founding promise to the community is as valid today as it was over a century ago: we will care for all children in our region, regardless of the families’ ability to pay. Together, we deliver superior patient care, advance new discoveries and treatments through pediatric research, and serve as the pediatric and adolescent, academic medical center for Washington, Alaska, Montana and Idaho – the largest region of any children’s hospital in the country.

U.S. News & World Report consistently ranks Seattle Children’s among the nation’s best children’s hospitals. For more than a decade, Seattle Children’s has been nationally recognized in key specialty areas. We are honored to be one of the nation’s very best places to care for children and the top-ranked pediatric hospital in Washington and the Pacific Northwest.

As a Magnet designated institution, we recognize the importance of hiring and developing great talent to provide best-in-class care to the patients and families we serve. Our organizational DNA takes form in our core values: Compassion, Excellence, Integrity, Collaboration, Equity and Innovation. Whether it’s delivering frontline care to our patients in a kind and caring manner, practicing the highest standards of quality and safety, or being relentlessly curious as we work towards eradicating childhood diseases, these values are the fabric of our culture and community. The future starts here.

Our Commitment

Seattle Children’s welcomes people of all experiences, backgrounds, and thoughts as this is what drives our spirit of inquiry and allows us to better connect with our patients and families. Our organization recruits, employs, trains, compensates, and promotes based on merit without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The people who work at Seattle Children’s are members of a community that seeks to respect and celebrate all the qualities that make each of us unique. Each of us is empowered to be ourselves.

Seattle Children’s is proud to be an Equal Opportunity Workplace and …