IHT Senior Process Manager

St. Luke's Health System is seeking a Senior IHT Process Manager to join our Enterprise Service Management (ESM) team.

The Senior IHT Process Manager is responsible for the strategic leadership and enterprise oversight for the development, execution, and maturity of multiple Enterprise Service Management (ESM), IT Service Management (ITSM) processes based on the Information Technology Infrastructure Library (ITIL) framework, and other IT industry processes. This role is accountable for setting the vision, roadmap, and governance for process excellence across the organization. This role leads cross-functional initiatives, drives transformation and automation, and ensures alignment with business objectives, compliance standards, and technology capabilities.

Duties/Responsibilities

• Responsible for the strategy, ownership and management of one or more Enterprise ITSM, ITIL, or IT industry processes, overseeing their full lifecycle and functionality (e.g., Incident, Problem, Change, Configuration, Service Request, etc.).
• Establishes enterprise-wide ITIL, Enterprise Service Management, or other IT process frameworks, best practices and strategic roadmaps.
• Oversees the integration and alignment of multiple processes across business units and service providers.
• Leads adoption through creating enterprise policies, standards, and procedures across the organization.
• Establishes training and learning objectives and provides guidance and communication to process users and stakeholders.
• Defines process documentation including functionality, workflows, use cases, and procedures.
• Defines enterprise-level Key Performance Indicators (KPIs), compliance metrics, and performance targets.
• Leads cross-functional governance committees and drives executive stakeholder engagement across business units.
• Leads large-scale continuous improvement transformation initiatives to optimize and mature process service delivery, quality and efficiency.
• Provides strategic oversight of process-related risks, escalations, and organizational impact.
• Partners with ESM platform leadership to drive automation, innovation, and digital transformation ensuring compliance with technology capabilities.
• Provides leadership, coaching, and mentoring to staff as a team leader or a supervising manager of direct reports.
• Performs other duties as assigned.

Minimum Qualifications

• Education: Bachelor's degree or experience in lieu of degree
• Experience: 6 years' relevant experience
• Licenses/Certifications: None

Preferred Qualifications

• ServiceNow experience is a plus
• Strong knowledge of IT Service Management software and processes

What's In It For You
At St. Luke's, caring for people in the communities we serve is our mission – and this includes our own SLHS team. We offer a robust benefits package to support our teams both professionally and personally. In addition to a competitive salary and retirement plans, we ensure our team feels supported in their benefits beyond the typical medical, dental, and vision offerings. We care about you and have fantastic financial and physical wellness options, such as: on-site massages, on-site counseling via our Employee Assistance Program, access to the Personify Health Wellness tool, as well as other formal training and career development offerings to ensure you are meeting your career goals.

St. Luke's is an equal opportunity employer and does not discriminate against any person on the basis of race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other status or condition protected by law.

• Please note: this posting is not reflective of all job duties and responsibilities and is intended to provide an overview to job seekers.