Employment Type:

Full time

Shift:

Description:

Oversees end-to-end service performance for this value stream, ensuring alignment to business outcomes and coordination across build and run activities. This role serves as the operational leader for Firewall administration, Pen testing, security tools, Vulnerability response and Security Orchestration, Automation and Response (SOAR) with accountability for service health, user experience, supplier performance, and operational readiness across the full lifecycle.

Purpose

Accountable for leading, guiding & directing the functional responsibilities within an area of assignment. Enable ministry-level or enterprise-wide functional strategy to address internal or external business & regulatory issues. Provide functional expertise & ensure fulfillment of performance & service standards. Responsible for consistent operating performance & achieving financial goals. Identifies, defines & solves complex problems that impact the management & direction of the business. Collaborates with Services Areas, Regions & Health Ministries to ensure consistency & integration of strategy & operations while maintaining awareness of new industry developments & standards. Provides decision support, operations & / or optimization leadership focus.

Note: “patients” refers to patients, clients, residents, participants, customers, members

Essential Functions 

Our Trinity Health Culture: Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions.

Leadership:

Providing advice, guidance, and leadership to RHM and Region leaders in developing strategies and in the achievement of performance goals. Enable Collaboration across and within service area, RHM, and Regions to ensure consistency and integration of strategy and operations.

Direction and Growth:

Providing advice, guidance, and leadership to service area, functional area, RHM, and Regions. Leading standardization/systemness and optimization of policy, process, methodology, establishing a national community of practice. Oversee Vendor/Contract Labor Management including centralizing strategy and optimizing spend.

Strategic Support and Accountability:

Collaborates in system-wide strategy development and deployment of functional area priorities and initiatives. Responsible for supporting regional efforts to comply with functional area priorities. Accountable for the selection, evaluation, and overall success of the functional leadership teams. Organization-wide focal point for establishing functional strategies and governance over financials and staffing. Accountable for communication between service area, functional area, RHM, and Regions leader.

Operational Delivery: Responsible for measuring and reporting KPIs/metrics and value delivery. Providing advice, guidance, and leadership for the colleague life cycle.

Maintains a Working Knowledge of applicable federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies, procedures & guidelines in order to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices.

Functional Role (not inclusive of titles or advancement career progression)

The Service Delivery Manager oversees end-to-end service performance for a value stream, ensuring alignment to business outcomes and coordination across build and run activities. This role serves as the operational leader for an assigned value stream, product line(s), or business capability area, with accountability for service health, user experience, supplier performance, and operational readiness across the full lifecycle. Service Delivery Managers partner with Value Stream Leaders, Product Owners, Product Engineering, QA, Release, Service Integration,

Architecture, Security, Service Desk, and supplier teams to keep services stable, supportable, and aligned to

roadmap priorities, shared KPIs, and business expectations. In Trinity’s product-centric, service-led model, this role helps connect strategy, delivery, transition, and steady-state operations so the value stream runs as one coordinated service rather than disconnected build and run teams. The Service Delivery Manager achieves outcomes through influence, governance, and accountability of Managed Service Provider (MSP) teams, value stream and cross‑functional partners.

Primary Responsibilities:

• Owns end-to-end service performance for the assigned value stream, including availability, reliability, support quality, SLA/KPI attainment, and user experience.
• Serves as the primary operational counterpart for supplier-delivered services supporting the value stream; lead service reviews, escalations, and corrective actions.
• Authorized to make day‑to‑day operational decisions related to prioritization, service recovery actions, release readiness, and remediation activities within the assigned value stream, escalating to Senior SDM or Director when risk, cost, or enterprise impact thresholds are exceeded.
• Coordinates build-to-run handoffs, ensuring releases enter production with complete documentation, runbooks, knowledge articles, CMDB updates, monitoring, support model, and operational readiness evidence.
• Partners with Product Engineering, QA, Release, and Service Transition to ensure new capabilities are supportable, operable, and aligned to standards before go-live.
• May recommend delaying releases or changes that are not operationally ready or that introduce unacceptable service risk, escalating as needed.
• Monitors incidents, requests, problems, change activity, recurring defects, and service trends; drive root-cause analysis and improvement actions.
• Balances Business As Usual (BAU) support, minor enhancements, releases, technical debt, and operational risk within the value stream in coordination with product and portfolio priorities.
• Provides clear service-performance reporting and business-facing updates on risks, outages, backlog, aging tickets, and outcome attainment.
• Responsible for translating service performance or technical degradation into business impact, user experience, and risk for value‑stream leaders and product stakeholders. Support major incident response, recovery planning, and communications for issues affecting the value stream.
• Coordinates with Service Desk, Field Services, IT Operations, Cybersecurity, and process/platform owners to ensure seamless support across the value stream.
• Drives continual improvement, automation, standardization, and stronger process discipline across service operations.

IT Operations Management:

• Collaborates with Service Areas, Functional Areas, Regions, and Health Ministries to ensure consistency and integration of strategy and operations. Maintaining awareness of new industry developments and standards. Provides decision support, operations &/or optimization leadership focus.
• Keeps staff, clients and associates across the system abreast of current and developing trends and technologies in the software and healthcare fields, and provides technical review and advice in the evaluation and selection of software and/or technology. Maintains strong rapport and working relationships with key client informatics and education departments across the system.
• Responsible for contributing to the establishment of department initiatives to support TIS strategy map objectives.
• Approves enhancements requests and all support work orders and requests for services outside of supplier BAU support.
• Provides input to department (cost center) budget development, monitoring, forecasting and reporting.
• Reviews and provides input to vendor contract negotiations. Participates in the development of proposals, including requirements needed from supplier, in the system selection and analysis process.
• Acts as the value‑stream service owner during major incidents, coordinating response across build, run, service desk, and suppliers, and ensuring closure through post‑incident review and corrective action.

Client Relations and Support:

• Acts as escalation point for issues requiring coordination with or escalation to RHM management, physicians or business owners.
• Develops and maintains a strong rapport and working relationship with key client liaisons across the system. Review and distribution of product status reports as required, including both project and support as applicable.
• Accountable for supplier support service activities on an on-going basis.  Interfaces directly with client users and management to ensure support objectives are being met.

Culture, Process Maturity and Growth

• Promotes a culture of continuous improvement, standardization, and operational discipline across TIS.
• Contributes to the ongoing maturity of the IT process framework and tooling ecosystem.

Minimum Qualifications

• Bachelor's degree in Computer Science, Computer Technology, Information Management, or related field, and a minimum of eight (8+) years of related experience or equivalent combination of education and experience, preferably in healthcare.
• Five (5+) years of experience in service delivery, IT operations, service management, product support, supplier management, or production support leadership.
• Experience leading service performance across a product line, service line, platform family, or major operational domain in a large, matrixed enterprise.
• Experience working across build, release, transition, run, service desk, field support, and supplier teams to maintain service quality and operational continuity.
• Experience with service reviews, SLA/KPI management, incident/problem/change management, root-cause analysis, and continual service improvement.
• Experience supporting supplier-enabled or hybrid delivery models, including day-to-day coordination with MSPs or strategic service partners.
• Experience translating service-performance issues and risks into clear business impact for leaders and stakeholders.
• Healthcare or other highly regulated-industry experience preferred.
• Considerable client management knowledge and experience to manage full product lifecycle, from inception/charter to sunset. 

Additional Qualifications (nice to have)

Certifications (Preferred):

• ITIL and/or Lean Six Sigma
• SIAM Foundation
• PMP
• Agile or Scrum certification
• ServiceNow or similar ITSM platform certification

Domain Knowledge:

• ITIL-based service management and end-to-end service delivery disciplines
• SLA, KPI, OLA, service review, and operational performance reporting practices
• Incident, problem, change, request, knowledge, configuration, and major incident management
• Service transition, release readiness, operational acceptance, and build-to-run handoff practices
• Managed services governance, supplier performance oversight, and service integration concepts
• ServiceNow, CMDB, observability/monitoring platforms, dashboards, and workflow tooling
• Value stream, product line, and service line operating models
• Healthcare operational criticality, downtime impacts, documentation expectations, and compliance considerations.
• Demonstrates consistent service performance, stakeholder trust, and effective supplier governance.

Physical & Mental Requirements & Working Conditions (General Summary)

Direct Healthcare Services / Indirect Healthcare / Support Services:

• Exposure to conditions which may be considered unpleasant to sight, touch, sound & / or smell. Occasional
• Exposure to fumes, odors, dusts, mists & gases, biohazards / hazards (mechanical, electrical, burns, chemicals, radiation, sharp objects, etc.).      Occasional
• Exposure to or subject to noise, infectious waste, diseases & conditions.     Occasional
• Exposure to interruptions, shifting priorities & stressful situations.      Frequent
• Ability to follow tasks through to completion, understand & relate to complex ideas / concepts, remember multiple tasks & regimens over long periods of time & work on concurrent tasks / projects.     Continuous
• Ability to read small print, hear sounds & voice / speech patterns, give / receive instructions & other verbal communications (in-person & / or over the phone / computer / device / equipment assigned) with some background noise.    Continuous
• Perform manual dexterity activities & / or grasping / handling.     Occasional
• Ability to climb, kneel, crouch & / or operate foot controls.     Occasional
• Use a computer / other technology.     Frequent
• Sit with the ability to vary / adjust physical position or activity.     Frequent
• Maintain a safe working environment & use available personal protective equipment (PPE).     Occasional
• Comply with applicable Code of Conduct, policies, procedures & guidelines.     Continuous
• Ability to provide assistance in the event of an emergency. Occasional

Direct Healthcare Services:

• Perform activities that require standing / walking with the ability to vary / adjust physical position or activity.     Frequent
• Lift a maximum of 30 pounds unassisted.     Occasional
• Use upper & lower extremities, engage in bending / stooping / reaching & pushing / pulling.     Occasional
• Work indoors (subject to travel requirements) under temperature-controlled & well-lit conditions. Continuous
• Encounter worksites (e.g., patient homes) or travel to worksites that may have variable internal & external environmental conditions.     Occasional
• Perform work that involves physical efforts (e.g., transporting, moving, positioning & / or ambulating patients).     Occasional

Indirect Healthcare / Support Services:

• Perform activities that require standing / walking with the ability to vary / adjust physical position or activity.     Occasional
• Lift a maximum of 30 pounds unassisted.     Occasional
• Experience of long periods of walking / standing / stooping / bending / pulling & / or pushing.   Occasional
• Encounter a clinical / patient facing / hands on interactive work environment.     Occasional
• Work indoors (subject to travel requirements) under temperature-controlled & well-lit conditions.     Continuous
• Work outdoors with variable external environmental conditions.      Occasional

Average Workday Activity: Occasional - O (1% - 33%), Frequent - F (34% - 66%), Continuous - C (67% - 100%)

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.