- Company Name
- Baylor Scott & White Health
- Job Title
- VP IT Service Management (ITSM)
- Job Description
-
**Job Title**
VP IT Service Management (ITSM)
**Role Summary**
Lead enterprise‑wide IT Service Management strategy, governance, and continuous improvement. Manage service delivery performance across internal teams and multiple managed service providers (MSPs), ensuring alignment with clinical, operational, and business objectives. Oversee ITSM platform administration, process design, and vendor oversight while fostering a high‑performing, patient‑focused IT service organization.
**Expectations**
- Deliver measurable improvements in service delivery, user experience, and operational efficiency.
- Maintain high service maturity and governance standards through ITIL best practices.
- Drive automation, AI‑enabled workflows, and data integrity within the ITSM platform.
- Lead cross‑functional collaboration with cybersecurity, clinical informatics, application, and infrastructure teams.
- Cultivate a culture of excellence, transparency, and continuous learning.
**Key Responsibilities**
1. **Strategic Leadership** – Develop and champion ITSM strategy; advise CIO on maturity, governance, and performance.
2. **ITSM Design & Governance** – Define policies, standards, workflows; mature core processes (incident, problem, change, release, demand, request, catalog, CMDB).
3. **Vendor Oversight & Integration** – Design & monitor SLAs, OLAs, KPIs for MSPs; implement SIAM framework for integrated delivery.
4. **Technology & Platform Management** – Administer ITSM platforms (e.g., ServiceNow); drive automation, data integrations, and AI insights.
5. **Team Leadership & Development** – Build, mentor, and lead a high‑performing ITSM organization; promote agile and product‑centric models.
6. **Compliance & Risk Support** – Ensure ITSM practices meet HIPAA, NIST, HITRUST, and other compliance frameworks.
**Required Skills**
- Advanced ITIL v4 knowledge (Managing Professional or Strategic Leader).
- Proven expertise in multi‑vendor service integration (SIAM).
- Strong leadership, communication, and change‑management abilities.
- Experience with ITSM platforms (ServiceNow or equivalent) and configuration management database (CMDB) administration.
- Analytics, metrics‑driven continuous improvement.
- Agile and Lean process management.
- Ability to influence across all organizational levels.
**Required Education & Certifications**
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
- Minimum 10‑year IT leadership experience, 5+ years in direct ITSM management.
- ITIL v4 Managing Professional or Strategic Leader certification strongly preferred.
- Experience with HIPAA, NIST, HITRUST compliance frameworks.