[Hiring] Field Services and ITSM Service Delivery Lead @UnitedHealth Group

Role Description

As a Field Services and ITSM Service Delivery Lead supporting Owensboro Health within Optum Insight, you will drive operational excellence, service delivery management, and hardware lifecycle strategy across hospital and clinical IT environments. Our team's mission is to deliver seamless, high-availability IT services and field infrastructure support that empower healthcare providers to deliver exceptional patient care. In this role, you will oversee site support operations, establish budgets and oversee execution for end-user hardware refresh cycles, optimize IT Service Management (ITSM) frameworks, and strategically leverage enterprise AI tools to automate workflows and drive continuous innovation across health system operations.

If you are located in Owensboro, KY, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities

• Lead and oversee Field Services and ITSM Service Delivery operations supporting Owensboro Health, ensuring alignment with service level agreements (SLAs) and health system goals.
• Direct and manage the end-user hardware refresh lifecycle, establishing annual capital and operational budgets, forecasting hardware needs, and overseeing site-wide deployment implementation.
• Assess and interpret complex customer requirements and technical specifications to design, implement, and optimize IT Service Management (ITSM) workflows and field service processes.
• Solve complex technical and operational issues, serving as a key escalation point and subject matter expert for field support technicians and site engineers.
• Use enterprise-approved AI tools to streamline operational workflows, automate routine ITSM tasks, and drive continuous service delivery improvement.
• Strategically leverage AI capabilities and modern technology solutions to solve complex operational challenges, optimize resource allocation, and deliver tangible business value.
• Integrate AI adoption goals into team operational plans, encouraging team members to leverage enterprise-approved AI tools while championing ethical, transparent, and accountable use.
• Drive ITIL best practices across incident management, problem management, change management, asset management, and service request fulfillment.
• Monitor, analyze, and report key performance indicators (KPIs), hardware refresh implementation metrics, and SLA performance to executive leadership and health system partners.
• Partner with shared capabilities and other Optum organizations to deliver shared services, ensuring that they meet the specific needs of partner healthcare practitioners, administrators, and patients.
• Ensure timely resolution of IT issues in a 24/7 healthcare environment, minimizing downtime and disruption to patient care.

Qualifications

• 5+ years of experience in IT Service Management (ITSM) and IT Field Services delivery in an enterprise or health system environment.
• 3+ years of experience leading or coordinating field service technicians, site support operations, or IT service delivery teams.
• 3+ years of experience managing hardware lifecycle programs, including end-user hardware refresh planning, budget establishment, and deployment implementation.
• 3+ years of hands-on experience applying ITIL framework methodologies (Incident, Problem, Change, and Request Management).
• 3+ years of experience utilizing enterprise ITSM platforms (e.g., ServiceNow, Remedy, or equivalent).
• Demonstrated experience managing operational/capital budgets, vendor hardware deliverables, and Service Level Agreements (SLAs).
• Willing or ability to work in a hybrid capacity based in or near Owensboro, KY, with availability for on-site facility support as needed.
• Driver’s License and access to a reliable transportation.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent combination of education and relevant experience.
• ITIL v3 or v4 Foundation (or higher) certification.
• Experience leveraging enterprise AI productivity and automation tools within IT operations or service delivery workflows.
• Experience in a healthcare or clinical IT environment supporting clinical workstations, EHR peripherals, and hospital infrastructure.
• Proven solid financial acumen with experience managing CapEx/OpEx budgets for IT hardware assets.
• Proven leadership, change management, and executive stakeholder communication skills.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).