Service Management Continual Improvement Process Manager

Details

• Department: IT Operations and Governance

• Schedule: Full time

• Location: Remote

Benefits

Paid time off (PTO)

Various health insurance options & wellness plans

Retirement benefits including employer match plans

Long-term & short-term disability

Employee assistance programs (EAP)

Parental leave & adoption assistance

Tuition reimbursement

Ways to give back to your community

_*Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: Travel, PRN, Short-Term Option, etc.). Actual compensation offer will vary based upon role, education, experience, location, and qualifications. Connect with your Talent Advisor for additional specifics._

Responsibilities

The Service Management Continual Improvement Process Manager is responsible for leading the continual service improvement of the Service Management processes through the adherence, promotion, and facilitation of the Continuous Service Improvement Portfolio framework. This individual leads initiatives designed to ensure that defined IT processes efficiently and effectively meets expected outcomes.

Functional Responsibilities

• Helps to identify Service Management process continual improvement opportunities through process baselining, audit and design compliance, measurement and analytics end-to-end in a multi-provider IT environment with internal and external service delivery teams

• Partner with the Process Owners to lead process improvement opportunities to measurable success

• Establish continual improvement focus and operational excellence across all service providers internal and external; manage cross-service provider improvements; advocate for constant improvement in processes, reporting, and other key organizational processes

• Build an approach for sharing lessons learned between service providers with a focus on identifying and tracking improvement opportunities and results

• Maintain a strategic, big picture of the organization and identify opportunities for process improvement through collaboration with process owners and other AT stakeholders

• Ensures each process integrates effectively and efficiently with other existing business and IT processes

• Evaluate and address the financial, cultural, technological, organizational and people issues that may need to be addressed as a result of a proposed process change

• Foster productive partnerships with internal service delivery teams and MSPs to ensure that value realized through CIS initiatives are sustained

• Report and present project status, results and findings, as well as actionable recommendations to senior leadership

• Maintain a broad understanding of various technologies utilized in Ascension Technologies' environment inclusive of infrastructure and applications

• Directs, develops, and presents to management various analyses that include organization, systems, feasibility and cost/benefit studies, implementation plans.

• Exercises judgment and influence on key technical decisions, standards, policies, environment selection, architecture, data flows and technical solutions.

Leadership/Interpersonal Skills

• Communicates and interacts effectively at various levels of the organization including senior leadership, business stakeholders and technical subject matter experts

• Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience

• Facilitates resolution of issues through creative solutioning, open exchange of information and viewpoints and influence; uses negotiation skills when appropriate

• Embraces change and is not limited to past or current thinking; willing to try new methods

• Does not equate busy with effective and places a higher value on initiatives with potential for a greater impact and return

• Adjusts and modifies approach based on circumstances

• Builds trust upstream (e.g., IT governance) and downstream (e.g., service providers)

• Instills a sense of urgency in driving to completion; escalates issues as needed with MSPs, vendors, internal IT teams and senior leadership

• Builds effective relationships with partners and vendors to understand and commit to Ascension's organizational goals; fosters goodwill and collaboration amongst teams and leads by example

Requirements

Licensure / Certification / Registration:

• Certification credentialed from the International Association of Information Technology Asset Managers preferred.

Education

• High School diploma equivalency with 3 years of cumulative experience OR Associate'sdegree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.

• 3 years of leadership or management experience preferred.

Additional Preferences

? BS in Computer science, engineering or related field or an equivalent combination of education and/or experience preferred

? 5+ years of experience with IT service delivery management in a multi-vendor, large complex environment preferred

? ITIL certification at the foundation level is preferred

? Demonstrated prior experience in developing and governing continual service improvement, process audit and design compliance processes in a multi-vendor environment

? Healthcare provider industry experience is preferred

? Lean Six Sigma Black Belt or Master Black Belt certification preferred

? Hands on experience leading Lean Six Sigma/LEAN projects preferred

? Experience consulting in large complex organizations preferred

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Why Join Our Team

When you join Ascension, you join a team of over 134,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.

Equal Employment Opportunity Employer

Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

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As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

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