Manager - ITSM Service Operations - 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 development, implementation and continual improvement of day-to-day operations for Incident Management and Problem Management processes and to ensure IT services are delivered effectively and efficiently to our customers.

The primary goal of Incident Management is to minimize or remove adverse impact to the business caused by IS errors, technical issues or process failures, with the ultimate objective to restore services as soon as possible. Under minimal direction, this role is responsible for managing Major Incidents to ensure coordination, control, escalation and communications occur in a timely and effective manner and provides the expected leadership and 'sense of urgency' to resolve the incident and mitigate risks. Post incident, the role is also responsible for ensuring full Problem Management processes are engaged to reduce or eliminate the risk of that incident in the future through documentation, process, communication and training.?? This position also provides key operational support to the measurement and reporting of IT service performance by obtaining, reviewing, analyzing, and reporting data in order to understand trends, variation and improvement opportunities that create a view of true end-to-end service performance. The role also encompasses the continual development of key metrics that will assist in improving the overall service being provided. This position demonstrates proven leadership, communication and interpersonal skills to interact effectively with IS and the enterprise and reports to the Director, Service Management.

  • Lead the definition, documentation, implementation and continual improvement of service management policies, standards, and processes within process area of expertise (Incident and Problem Management.) Track and report operational performance measures. Ensure integration with other ITIL processes is established and maintained. Provide training to support adoption of policies, standards, and processes within process area, and work with IS teams to ensure adherence.
  • As Process Owner for Incident Management, the role is responsible for developing, managing and improving the Incident Management process in accordance with best practices. Responsibilities include ensuring that standardized methods and procedures are used for efficient and prompt handling of all incidents in order to minimize the impact of incidents upon service quality and to identify opportunities to improve the day-to-day operations of the organization.
  • Carries out the responsibilities of Major Incident Management, to enable communication and coordination of IS resources and ensure prompt, efficient resolution of critical issues that may occur 24/7/365. Manages communications to internal IS and customers during major incidents following defined procedures. Works closely with other IS teams to ensure smooth escalation´s and effective end-to-end customer assistance. Maintains metrics, trending, and reporting on Major Incident Management process effectiveness and efficiency.
  • As Process Owner for Problem Management, lead Root Cause Analysis investigations and manage the lifecycle of problems, to successfully identify root causes of problems that impact the environment. Proactively identify incident trends in application/technology and initiate, in partnership with the IS teams, proactive projects to prevent problems from occurring. Work with IS teams to highlight key problems and initiate error resolution activities and effective long term remediation tasks. Facilitate regular Problem Management meetings with IS areas to track progress of error resolution tasks.
  • 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.
  • 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 V3 Foundations and Intermediate (related to Service Operations) certification strongly preferred
  • 7 years experience in Information Services, in an application or technology operations role is required.
  • 3 years experience in execution and/or oversight of functions relating to IT Service Operations 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.
  • Very strong communication skills: oral, written, presentation, and group facilitation.
  • Ability to influence, work with, and coordinate cross-functional teams of technical and nontechnical staff to successfully achieve outcomes during difficult situations. Ability to remain calm, helpful, and maintain composure under pressure.
  • Acute attention to detail and accuracy.
  • Ability to prioritize and manage multiple assignments simultaneously. Strong analytical and problem solving skills. A critical thinker who uses their expertise to make sound decisions.
  • Hands-on experience using enterprise ITSM toolsets (such as ServiceNow, BMC, HP or CA)
  • Previous experience supporting a health care organization preferred
  • Previous direct experience with ITSM process/tool implementation and/or ITIL Intermediate 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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