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IT Service Management Program Manager

2 months ago

Silver Spring, Maryland, United States Children's National Hospital Full time
IT Service Management Program Manager

The IT Service Management (ITSM) Program Manager will play a critical role in enhancing the performance of the ITSM toolset, ServiceNow, at Children's National Hospital. This individual will serve as the voice of the customer, guiding development teams in building ServiceNow capabilities with the highest business and customer impact.

Key Responsibilities
  • Represent business needs and priorities, prioritize and manage the product backlog, and incorporate feedback from business stakeholders to guide continuous product improvement.
  • Provide administrative and project oversight for ITSM ServiceNow activities, ensuring effective project delivery and addressing technology concerns.
  • Monitor ServiceNow to identify improvement opportunities and design programs for ongoing sustainability.
Qualifications

To be successful in this role, the ITSM Program Manager will require:

  • A Bachelor's degree in information technology, computer science, healthcare informatics, or a related field.
  • At least 5 years of experience in healthcare with a focus on developing programs, improving processes, and leading projects.
  • Demonstrated leadership and management skills, excellent written and verbal communication skills, and the ability to maintain relationships with internal and external stakeholders.
Functional Accountabilities

The ITSM Program Manager will be responsible for:

  • Developing, implementing, and evaluating ITSM programs, services, policies, and procedures to achieve departmental goals.
  • Troubleshooting operational issues and developing action plans to resolve.
  • Ensuring compliance with CNMC policies and procedures and with regulatory standards.
  • Liaising with senior leaders across CNMC departments to strategize and launch new initiatives.

This is an exciting opportunity for a motivated and experienced ITSM professional to join the team at Children's National Hospital and contribute to the success of our ITSM program.