Client Service Management, Senior Manager

Seeking a Service Management Sr. Manager with expertise in ITIL-based Service Management and ServiceNow platform management to support healthcare environments, focusing on service efficiency, compliance, and patient care support.

Location: United States

Responsibilities

• Provide strategic and operational leadership for a global Service Management team, ensuring alignment with organizational goals while fostering a culture of accountability, collaboration, and service excellence.
• Lead the day-to-day operations, governance, and continuous improvement of ITIL-aligned service processes, including Incident, Problem, Change, Request, Knowledge, Service Level Management (SLM), and operational reporting.
• Serve as the ServiceNow process SME, managing configuration oversight, workflow optimization, and integration across application and business systems.
• Partner with Client Leadership in working with IT Operations, and Application Support including Clinical Informatics teams to ensure service delivery aligns with patient care priorities and uptime expectations.
• Govern the facilitation of operational governance forums, including CAB, Daily Huddles, PMRB, health checks, and performance reviews.
• Drive platform optimization through automation, leveraging ServiceNow modules such as Virtual Agent, Predictive Intelligence, and Reporting Dashboards.
• Lead efforts to develop and maintain performance metrics, SLAs, and service health.
• Guide Knowledge Management and self-service initiatives to improve clinician and staff support experiences.
• Ensure ITSM process and tool alignment with healthcare compliance standards (e.g., HIPAA, HITRUST).
• Support due diligence and platform transition tasks related to mergers, acquisitions, or managed services onboarding.

Requirements

• Bachelor’s degree in information technology, Healthcare Informatics, or related field (or equivalent experience)
• 7+ years of experience in IT Service Management with strong ITIL v3 or v4 process expertise
• 5+ years of ServiceNow hands-on experience in healthcare or a highly regulated environment
• 4+ years of people management experience.
• Experience in designing or supporting service management processes aligned to clinical and operational workflows
• Excellent communication skills, especially when working with clinical and non-technical