The IT Service Delivery Manager is responsible for leading NJM's service management strategy, driving ITSM maturity, and ensuring alignment with business values. This role champions collaboration, accountability, and continuous improvement across all business functions. By evaluating current practices, strengthening visibility and oversight, and establishing a clear future vision, the Leader ensures service management delivers consistent value and supports organizational growth and operational excellence. In addition, the role is accountable for service quality by defining and monitoring key performance indicators for uptime, availability, and reliability, implementing proactive measures to minimize downtime and ensure high-performing IT services. This role ensures alignment with organizational goals and collaborates with various stakeholders including NJM's Business Partner, PMO office, SA&E and IT leadership. The official NJM job title is Administrator, Enterprise Service Management.
Essential Duties and Responsibilities:
Enhance visibility and oversight of service management activities across the enterprise and establish performance measures to track progress and stakeholder satisfaction.
Define and monitor key performance indicators (KPIs) for service uptime and availability across critical systems. Implement proactive measures to minimize downtime and ensure high reliability of IT services.
Direct and govern the enterprise-wide change management process, ensuring rigorous adherence to ITIL standards. Responsibilities include reviewing and validating change requests, scheduling and coordinating approved changes, and confirming deployment within designated change windows.
Drive ITSM maturity improvements that align with business values and measurable outcomes.
This responsibility includes managing and supervising the service management team while driving the overall vision and strategy for service management. Provide clear direction and coaching to team members, ensuring they understand their role in achieving organizational goals and the long-term roadmap for IT services. Regularly review performance, deliver constructive feedback, and support professional development. Adjust staffing levels and allocate resources to meet business and security needs. Foster a positive, collaborative environment that promotes accountability and continuous improvement. Communicate priorities effectively and recognize achievements to keep the team engaged and motivated. Oversee all aspects of service management, including process adherence, incident resolution, and ongoing improvement of IT services in alignment with the defined vision and strategic objectives.
Plan, schedule, and coordinate IT releases and deployments for enterprise initiatives. Work closely with NJM's Business Partner, PMO Office, SA&E, and IT teams to ensure smooth transitions from development to production. Maintain release calendars and deployment documentation.
Lead Go-Live activities, including execution of deployment plans, validation checklists, and post-release reviews to ensure stability and compliance.
Serve as the primary liaison between IT teams, project sponsors, and business units. Clearly articulate release scope, objectives, and deliverables, ensuring alignment across all stakeholders.
Facilitate collaboration between IT and business units to ensure technology solutions meet organizational needs and deliver measurable value.
Lead deployment strategies for new ESM tools, including proof of concept, integration with existing systems, and scalability planning. Expand monitoring and proactive alerting capabilities to identify and address anomalies before they impact operations.
Coordinate service management projects from initiation through completion, ensuring timelines, deliverables, and resources are managed effectively. Manage change control processes, including scheduling, communication, and validation of rollback procedures. Collaborate with IT and business stakeholders to define requirements and solution concepts. Maintain comprehensive documentation for service management activities, tool deployments, and process improvements. Ensure compliance with internal policies and external regulations. Foster a culture of continuous improvement and innovation.
Required Qualifications:
Bachelor's degree in information technology, Business Administration, or related field (Master's preferred). Minimum of 10 15 years of progressive experience in IT service management, including leadership roles. Demonstrated expertise in ITIL frameworks and best practices. Proven track record in enterprise service management, project coordination, and change management. Experience with ESM tool selection, deployment, and integration. Strong communication, organizational, and analytical skills. Experience in developing and executing strategic roadmaps and performance measures.
Preferred Qualifications:
ITIL Expert or equivalent certification. Experience in large-scale enterprise operations and cross-functional leadership.
Compensation: Salary is commensurate with experience and credentials. Pay Range: $166,296-$193,097 Eligible full-time employees receive a competitive Total Rewards package, including but not limited to a 401(k) with employer match up to 8% and additional service-based contributions, Health, Dental, and Vision insurance, Life and Disability coverage, generous PTO, Paid Sick Leave, and paid parental leave in addition to state-mandated leave. Employees may also be eligible for discretionary bonuses.
Legal Disclaimer: NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.
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