[Hiring] Senior Manager - IT Service Management @UnityPoint Health

Role Description

UnityPoint Health is seeking a Senior Manager - IT Service Management to join our team! This position is responsible for building, leading, and maturing ITIL-based ITSM processes across the enterprise IT organization. This role governs service delivery in partnership with a Managed Service Provider (MSP) and internal teams, ensuring reliable, secure, and efficient IT services that support clinical operations and business functions. The Sr Manager owns the ITSM framework, oversees the ServiceNow platform strategy, and leads architecture alignment for ITSM, Identity Governance, and Configuration Management.

Hours: Monday-Friday 8am-5pm

Location: Remote - Applicants must reside within the UPH footprint of Iowa, Illinois, or Wisconsin

Responsibilities

• Strategy:
  • Define and execute the ITSM vision and roadmap aligned with enterprise IT strategy and regulatory requirements (HIPAA, HITECH)
  • Establish governance for ITIL processes (Incident, Problem, Change, Request, Configuration, Knowledge, Release, and Service Level Management)
  • Drive architecture alignment between ServiceNow, CMDB, Identity Governance, and enterprise platforms
  • Partner with executive leadership and MSP to ensure ITSM strategy supports organizational goals and patient safety
• Operational Excellence:
  • Own and continuously improve ITSM processes and workflows, leveraging automation and self-service capabilities
  • Oversee ServiceNow platform roadmap, integrations, and enhancements to enable efficient service delivery and transparency
  • Govern Change Enablement and CMDB integrity, ensuring accurate dependency mapping for clinical systems and infrastructure
  • Monitor service performance through KPIs, SLAs, OLAs, and dashboards; lead root cause analysis and systemic improvements
• MSP Governance & Oversight:
  • Collaborate with the Managed Service Office to ensure MSP adherence to contractual obligations and service quality standards
  • Review and validate MSP performance data for Quarterly Business Reviews (QBRs) and executive reporting
  • Drive continuous improvement initiatives with MSP partners to enhance reliability, compliance, and user experience
  • Ensure ITIL processes integrate seamlessly with MSP delivery models and contractual SLAs
• Resource & Financial Management:
  • Lead a multidisciplinary team including ServiceNow Platform Owner, SailPoint Identity Architect, Change Coordinator, CMDB Analyst, and Enterprise Architecture function
  • Provide coaching, development, and performance management to mature ITIL practices and foster a service-centric culture
  • Manage resource allocation, budgeting, and financial planning for ITSM and architecture functions
  • Align team capacity and investments with strategic priorities and operational demands

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field required
• 7+ years in IT Service Management or IT Operations; 3+ years in leadership roles required
• ITIL v3/v4 certification (Intermediate or higher) required
• Expertise in ITIL frameworks and enterprise ITSM implementations required
• Experience managing ServiceNow platforms and working with MSP partners required
• Strong understanding of healthcare IT environments and regulatory compliance required
• Leadership & Coaching – Ability to build, grow, and develop a multidisciplinary team required
• Experience with Identity Governance (SailPoint preferred) and CMDB governance preferred
• Excellent communication, leadership, and stakeholder engagement skills preferred
• Knowledge of business functions supported by technology and regulatory/accreditation requirements preferred

Benefits

• Paid time off, parental leave, 401K matching, and an employee recognition program
• Dental and health insurance, paid holidays, short and long-term disability, and more
• Pet insurance for your four-legged family members
• Early access to earned wages with Daily Pay
• Tuition reimbursement to help further your career
• Adoption assistance to help you grow your family
• Support and development opportunities to deliver an exceptional employment experience