15 Gundersen Lutheran Admin Svcs

Oversee and optimize the organization's IT service management functions, including ServiceNow platform and service desk operations, ensuring alignment with organizational goals and ITIL best practices. | Minimum 10 years in IT service management, 5 years in leadership roles managing cross-functional teams, experience with ServiceNow, and strong stakeholder engagement skills. | Love + medicine is who we are, it's what we do, it's why people want to work here. If you’re looking for a job to love, apply today. Scheduled Weekly Hours: 40 Director | Service Management Location: Hybrid. Must reside in WI, MN, MI, or IA at the time of hire. Position Summary: The Director of Service Management is responsible for the strategic oversight and operational management of the ServiceNow platform and the IT Service Desk including the analysis, planning, and implementation of core service management areas. This role ensures the delivery of high-quality IT services aligned with organizational objectives and ITIL best practices. The Director leads a team of service management professionals, drives continuous improvement initiatives, and fosters collaboration across ITDS and operations to enhance service delivery and customer experience. This position holds decision-making authority to ensure alignment with enterprise IT strategies and stakeholder expectations. Major Responsibilities: Strategic Service Management: Develop and execute a comprehensive service management strategy that supports ITDS and enterprise goals, including continuous improvement of the ServiceNow platform and service desk operations. Leadership and Team Development: Lead, mentor, and develop the service management and service desk teams, promoting a culture of customer service excellence and operational efficiency. ServiceNow Oversight: Manage the ServiceNow instance to ensure optimal configuration, integration, and utilization aligned with ITIL processes and organizational needs. ITIL Process Implementation: Champion ITIL best practices across service management functions, including incident, problem, change, and request management. Customer Service Excellence: Drive initiatives to enhance the end-user experience, ensuring timely and effective resolution of IT service requests and incidents. Cross-Functional Collaboration: Partner with ITDS, clinical operations, and other stakeholders to align service management activities with business priorities and digital transformation efforts. Performance Monitoring: Establish and monitor key performance indicators (KPIs) for service desk and ServiceNow operations, using data to inform continuous improvement. Stakeholder Engagement: Engage with senior leadership and business partners to communicate service management performance, challenges, and opportunities. Innovation and Adaptation: Stay current with industry trends, emerging technologies, and ITSM best practices to drive innovation in service delivery. Requirements: Education: Bachelor’s degree in Information Technology, Business Administration, or a related field required. Master’s degree preferred. Experience: Minimum of 10 years of experience overseeing IT service management functions, including Service Desk operations and ITSM platforms such as ServiceNow. At least 5 years of leadership experience managing cross-functional teams in IT service delivery or service management roles. Proven experience partnering with multiple departments (IT, clinical operations, patient experience, etc.) to align service management with organizational goals. Strong customer service background with demonstrated ability to improve service quality and user satisfaction. What you’ll get: Tailored Benefits Package: We offer a comprehensive benefits package that varies based on your location. To learn more about the specific benefits available in your area, please inquire with the recruiter during the application process. Flexible work location: While this role offers some flexibility in work location, candidates must reside within a reasonable commuting distance of La Crosse or Green Bay, WI due to on-site needs. In addition, candidates must reside in WI, MN, IA, or MI at the time of hire. Note: The starting salary for this position begins at $112,694.40 and will be determined based on the candidate's unique combination of skills and experience If you need assistance with any portion of the application or have questions about the position, please contact HR-Recruitment@gundersenhealth.org or call 608-775-0267. We inspire your best life by relentlessly caring, learning and innovating. This is our purpose. Together with our values — belonging, respect, excellence, accountability, teamwork and humility — our pillars set our foundation and our future. Equal Opportunity Employer Around here, loving your job is part of the job. Join our mission in changing healthcare while finding a career you'll love! Gundersen Health System offers a proud, local history spanning more than 100 years. Our personalized patient care model is only the beginning of what you will experience as we foster population health transformation and innovation to serve our communities and you. We've made it a priority to enrich the lives of our employees as they find a career they love. Using each employee’s unique talents and passions, Gundersen is committed to delivering exceptional patient and family-centered care to the communities we serve. You can be part of an exciting, highly adaptable and mission-driven organization with a work environment that supports you personally and professionally and a work culture where you are valued and appreciated offering an employee-first culture, work-life balance, and career advancement & growth opportunities. This culture allows our organization to attract elite talent, like yourself! What You Can Expect: Empowerment to shape your work environment, encouragement to improve processes and create efficiencies, and support when seeking opportunities for growth Culture that encourages self-care and provides you with opportunities to be your best self at work and at home Competitive compensation and comprehensive benefits packages, as applicable, ensuring your comfort and well-being as a valuable team member Support for your career growth through Professional Development Opportunities, our Tuition Investment Program, Career Development Center, and online continuing education courses Inside our walls and our neighborhoods, we deliver world-class medical care and the right amount of love. We call it LOVE + MEDICINE and it’s more than our practice. It is who we are. Gundersen Health System, based in La Crosse, WI, is the leading provider of primary and specialized care in western Wisconsin, southeast Minnesota, and northeast Iowa; serving more than 500,000 residents throughout 22 counties. Our physician-led, not-for-profit healthcare system includes a 325-bed teaching hospital, tertiary referral center, and Level II Trauma Center; community clinics; 6 affiliate critical access hospitals; nursing homes; behavioral health services; vision centers; pharmacies; and air and ground ambulance services. Together, we inspire your best life by relentlessly caring, learning, and innovating. We deliver Love + Medicine every day to change lives in our communities and enrich the lives of our employees. Select Remote/Hybrid Eligible under More search to see our remote-eligible openings. A rewarding career and an excellent quality of life awaits you. Learn more about our excellence in patient care, education, research, culture, and something we call Love + Medicine at www.gundersenhealth.org/careers/life.