Program Manager – IT Service Management
Location: Dallas, TX
Location Type: Remote Eligible
Location Type: Remote Eligible
Job Number: 637700
Category: Information Technology
Posting Date: May 14, 2022
Responsibilities
Job Summary
UT Southwestern is looking to hire a Program Manager – IT Service Management in their IR Ops and Constituent Exp department. The IT Service Management (ITSM) Program Manager is responsible for leading the ITSM Program across Information Resources at the University of Texas Southwest Medical Center. This role manages all aspects of the IT Service Management program, including developing and executing on the program roadmap, developing service strategies and design, coordinating and overseeing service transitions, establishing service operation standards, and identifying continuous improvement projects as well as maturing the overall service delivery capability. The ITSM Program Manager works closely with the IT Service Management Board, Service Owners and the CIO providing status reports and escalating issues as required.
Experience and Education
Required:
Bachelor’s degree in related field and seven (7) years related project management, business analysis, business strategy or IT experience, or Master’s degree with five (5) years related experience. Supervisory experience required. Equivalent related experience may be used in lieu of degree. PMP certification and Masters degree preferred.
Job Duties:
- Working with the CIO and the Assistant Vice President for Operations and Compliance, define the ITSM short-term and long-term roadmap and drive the maturity of IT Service ownership across the Information Resources organization.
- Identify and catalog services, map processes related to these services, and work to optimize and re-imagine services processes to improve service levels and delivery.
- Develop performance indicators and ensure the Service Level Agreements (SLAs) and Service Level Objectives (SLOs) are published and met
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
- Supports IT Service Management in the areas of incident, problem and change management as well as
- Lead continual service improvement, ongoing process improvement, and maturity through regular reviews of the process, tools, and stakeholder engagement
- Drive an improved user experience and measure customer satisfaction across all ITSM platform stakeholders
- Work with internal customers & all IT teams to ensure collaboration and meet service management goals and objectives
- Ensure all service management processes enable service agility
- Work closely with team members, customers, colleagues, vendors, and other stakeholders to continually improve performance and increase efficiencies.
- Oversees the annual strategic review of services as well as the regular review of IT Service Management process and procedures.
- Provides ITSM leadership and expertise, coaching staff as needed.
- Provide expertise and “best practice” guidance on process and service design.
- Set direction and reviews key program deliverables for quality.
- Monitor process adoption and maturity levels for key service management processes.
- Create a transparent reporting process to foster accountability and service culture.
- Advise the IT Service Management Board and CIO of progress against program goals and objectives.
- Measures program effectiveness and adjusts roadmap as necessary.
- Perform other duties as assigned.
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.
Benefits
Health Benefits
- PPO and ACO Options
- 100% Coverage for Preventative Health − No Co-Pay
- Tobacco-Free Incentives
- Generous Prescription Drug Plan
- 3 Options for Dental Coverage
- 2 Options for Vision Coverage
- Abundance of Wellness and Employee Assistance Programs
Retirement Plan
(Eligibility varies by employment status)
- The Teacher Retirement System of Texas is a defined benefit plan with 5-year vesting
- Employee Contribution Max 7.7% of salary
- Employer Contribution Match up to 7.5% of salary
- Optional Retirement Program (ORP) defined contribution plan with 1 year, 1 day vesting
- Employee Contribution Max of 6.65% of salary
- Employer Contribution Match of 8.5% of salary
- Optional Tax-Sheltered Annuity
- Optional Deferred Compensation Plan
PTO Benefits
- 15 Paid Holidays, Eligible Day 1
- 8 Hours/Month Accrued Vacation
- 8 Hours/Month Accrued Sick Leave
Other Benefits
- On-Site Day Care
- Employee Discount Program
- Tuition Reimbursement Program
- Long-Term Disability Coverage
- Short-Term Disability Coverage
- Voluntary Group Life Coverage
- Accidental Death & Dismemberment Coverage
I.T. at UTSW
Staying Connected with Information Technology
At UT Southwestern, we need the best and brightest minds in information technology to meet the many demands of our thriving academic medical institution. Whether you are creating pathways for patients to more easily access their medical records or helping physicians and researchers maintain their cutting-edge equipment, the challenges and opportunities abound in our IT department.
The vast computer networks and technical infrastructure of our health system, medical school, research units, and workforce affect every patient and employee at UT Southwestern. That makes any position in the IT department vital to our mission of providing exceptional clinical care and creating a fast-paced, flexible environment for more than 18,000 employees and medical students.
Careers in Information Technology range from business analyst to database engineer, technical support to software system specialists, information resources to biomedical technicians. There has never been a better time to be an IT specialist in the world of health care, and there is no more exciting place to be than UT Southwestern to enrich your career.
Employee Testimonials
Roland Brunette
Roland Brunette
Technical Support Specialist III – Information Resources
Technical Support Specialist III – Information Resources
What is extraordinary is the amount of people, their ideas, cultures and personalities. It is a wondrous thing to get to know your co-workers. This is part of what makes working at UT Southwestern a blast.
Glenn Philp
Glenn Philp
Information Resource Manager
Information Resource Manager
UT Southwestern Medical Center is a place that has inspired, challenged, and most of all helped me grow.
Brad Weber
Brad Weber
Commercialization Success Partner
Commercialization Success Partner
I am afforded the opportunity to make a significant difference in the wellbeing of patients served at UT Southwestern and worldwide. I can’t imagine doing anything more fulfilling.
