Manager - IS Service Transition - Greenville, NC

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Vidant Health

Full Time



About Vidant Health

Vidant Health, located in eastern North Carolina, is a comprehensive health system that is made up of 8 hospitals that serve 1.4 million people in 29 counties. Vidant Health includes Vidant Medical Center, community hospitals, physician practices and partners that collaborate with Vidant Health to enhance the quality of life of our patients. 

Information Services at Vidant Health

Vidant Health offers comprehensive Information Technology (IT) services and infrastructure to support and enable all aspects of organizational operations. Our IT division consists of a state-of-the-art data center located in Greenville, NC. The data center services all information technology needs of Vidant Health facilities. Vidant Health has been recognized as one of the 100 Most Wired healthcare organizations by Hospitals and Health Networks magazine. All Vidant Health owned or leased hospitals are on a common IT platform, including our electronic health record (EHR) that uses Epic's suite of applications. Vidant Health has achieved Meaningful Use Stage 1 recognition and is also approaching Stage 7 for HIMSS Analytics’ Electronic Medical Records Adoption Model (EMRAM) recognition.


Responsible for day-to-day leadership of Service Transition processes such as IS Change and Release Management, Service Validation and Testing, and Asset/Configuration Management to support seamless delivery of products and services to our customers. While managing a team of process analysts/owners, this role provides oversight and guidance to develop, establish and enforce processes, standards and measures for quality assurance, testing, change management and production readiness as well as coordinating the integration with other ITIL-aligned processes and functions. This role also oversees data audits to ensure successful adherence to the processes. This position regularly leverages metrics, reports, and KPIs to determine and recommend process improvements based off of data trends.  Additionally, this role manages the use of tools and techniques to support Service Transition processes. This position demonstrates proven leadership, communication and interpersonal skills to interact effectively with IS and the enterprise.  This position reports to the Director, Service Management. 

  • Manages members of the Service Transition team. Creates a team oriented, professional work environment and demonstrates a commitment to employee professional development. Actively coaches and mentors team members, and ensures staffing plans support a focus on recruiting, retaining and developing talent while meeting team and organizational goals. Prepares and conducts performance reviews using individual metrics and other identified criteria, and recommends appropriate actions.
  • Leads the development, implementation and continuous improvement of Change Management, Asset/Configuration and Testing and Validation processes, staffing and tools. Applies established metrics to determine the readiness, quality, and operability of software, systems, and services due for release customers. Ensures that service quality measures comply with regulatory standards, industry standards, and accepted best practices.
  • Establishes and drives goals for Service Transition process performance based on performance standards. Ensures that metrics, key performance indicators, status reports, and graphical reporting aids are completed and continually improved to meet the needs of the department and customers. Establishes a cycle of continual service improvement with measurable targets to help drive team and department performance.
  • Collaborates with other IS teams and customers to identify and implement improvements to IS service delivery.  Effectively communicates to ensure awareness, understanding and support of service management processes.  Participates in the development of standards, policies, processes and procedures and ensures staff adherence.
  • Demonstrates a commitment to building and maintain relationships with business partners throughout Vidant Health by being an accessible resource to internal as well as external customers. Consistently communicates pertinent information to employees, leadership, and customers in a clear, concise, and timely fashion.
  • Develops and participates in project planning for new projects, user requests and enhancements in support of Service Transition. Estimates resources required to complete and support major initiatives including personnel and technical components.
  • Performs project management functions on assigned Service Management projects, to include, scope documentation, task assignment, budget tracking, issue tracking, and project reporting.
  • Demonstrates a commitment to personal development by maintaining professional knowledge of current trends and developments in Information Services and Health Care industries through related seminars, independent study, professional associations and conferences. 

Minimum Requirements

  • Bachelor's degree or equivalent professional level of relevant work experience is required. ITIL Foundation certification strongly desired.
  • 7 years experience in Information Services, in an application or technology operations and solid understanding and working knowledge of the SDLC is required.
  • 3 years experience in execution and/or oversight of functions relating to IT Service Transition and 3 or more years experience using metrics to drive quality and efficiency is required.
  • Additional required experience:
  • ITIL knowledge beyond theory. Demonstrated experience in implementing ITSM best practices that successfully improved IS performance.
  • Hands-on experience creating metrics and reporting methods to drive quality and efficiency.
  • Experience with testing/QA tools and techniques.
  • Very strong communication skills: oral, written, presentation, facilitation.
  • Hands-on experience using enterprise ITSM toolsets (such as ServiceNow, BMC, HP or CA).
  • Ability to influence, work with, and coordinate cross-functional teams of technical and nontechnical staff to successfully achieve organizational goals and objectives in a changing environment.
  • Acute attention to detail and accuracy. Strong analytical and problem solving skills. A critical thinker who uses their expertise to make sound decisions.
  • ITIL Intermediate Certifications related to Service Transition processes preferred.
  • Previous experience supporting a health care organization preferred.

General Statement

It is the goal of Vidant Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer.   Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.


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