IT Service Management Lead

At Ovation Healthcare (formerly QHR Health), we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions. 

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior. 

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork. 

Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com. 

General summary:

The IT Service Management (ITSM) Lead is responsible for overseeing the implementation, management, and continuous improvement of IT service management processes within the organization. This role ensures that IT services are delivered efficiently and meet business needs by applying best practices and ITIL (Information Technology Infrastructure Library) frameworks. The ITSM Lead will lead a team of IT professionals in monitoring and maintaining service delivery performance, managing incidents, problems, and service requests, and ensuring a high level of customer satisfaction. They will also drive process improvements and align IT services with business objectives.

Duties and Responsibilities:

• Lead the implementation, management, and continuous improvement of IT service management (ITSM) processes in alignment with ITIL best practices.

• Oversee a team responsible for incident, problem, and service request management to ensure efficient and effective IT service delivery.

• Monitor and analyze service delivery performance metrics, identifying areas for improvement and driving initiatives to enhance service quality and customer satisfaction.

• Develop, enforce, and maintain ITSM policies, procedures, and standards to ensure consistent and reliable IT service operations.

• Collaborate with business units and IT teams to align IT services with organizational goals and changing business needs.

• Manage escalations related to IT service issues, ensuring timely resolution and communication with stakeholders.

• Facilitate change management processes to minimize service disruptions and ensure smooth deployment of IT changes.

• Drive continuous process improvements by analyzing trends, root causes, and feedback from customers and IT staff.

• Provide leadership, mentorship, and development opportunities for the ITSM team members.

• Communicate IT service performance, challenges, and improvements to senior leadership and relevant stakeholders.

EDUCATION:

• Bachelor's Degree

CERTIFICATIONS/LICENSES:

• ITIL v3 or ITIL 4 Foundation Certification

• ITIL Intermediate/Expert Certification Preferred

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Reliable high-speed internet connection is required for all remote/hybrid positions. 

• Must have access to stable Wi-Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities. 

• A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.