Manager IT Service Management in Nashville, Tennessee, United States
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HCA Healthcare

Manager IT Service Management

Nashville, TN, United States
Full-time • Eves 7-10 Hrs/Wkdays Only
Information Technology   Job ID: 986
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Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a(an) Manager IT Service Management with HCA Healthcare you can be a part of an organization that is devoted to giving back!

We are committed to providing our employees with the support they need. At HCA Healthcare, we offer eligible colleagues an attractive benefit package that includes medical, wellbeing, dental and vision benefits along with some unique benefits including:

• Student Loan Repayment
• Tuition Reimbursement/Assistance Programs
• Paid Time Off and Paid Family Leave
• 401k (100% annual match – 3%-9% of pay based on years of service)
• Adoption Assistance
• Employee Stock Purchase Program (ESPP)
• Flexible spending accounts
• Short and long-term disability coverage
• Legal benefits and pet insurance
• Discounted Auto, Home, and Life Insurance and Identity Theft Protection

For more benefits details click here.

Would you like to unlock your potential with a leading healthcare provider dedicated to the growth and development of our colleagues? Join the HCA Healthcare family! We will give you the tools and resources you need to succeed in our organization. We are looking for an enthusiastic Manager IT Service Management to help us reach our goals. Unlock your potential!


The Manager of IT Service Management (ITSM) is a pivotal Information Technology leadership role that oversees a team of ITSM professionals that are responsible for implementing and governing service management processes and tools across the ITG enterprise including corporate, divisions and business partners.


•Overall prioritization and oversight of ITSM process including strategy, improvements, metrics and collaboration across the organization and with our partners

•Directly manage the foundational ITSM key process analysts and strategically plan the development, improvement and delivery of the following:

Asset Management/CMDB

Change Management

Event Management

•Actively lead efforts on foundational ITSM key processes in order to enable other ITSM processes including:

Incident Management

Knowledge Management

Problem Management

Request Management

•Responsible to collaborate with existing owners or identify new process ownership; accountable for strategic roadmap to implement and improve ITSM Service Management Practices

•Oversee user and stakeholder engagement to ensure that they are key participants in process and tool improvement initiatives

•The ideal candidate will have experience in Managing, Facilitating and supporting the rollout of new application and enhancements in ServiceNow

•Manage and oversee the development and delivery of ITSM process key performance indexes (KPIs) and Service Level Agreements (SLAs)

•Identify, implement, and track performance improvement opportunities aimed specifically at improving these metrics

•Successfully transform ITG by delivering forward thinking ITSM best practices that support the organization

•Develop strategic relationships needed to ensure adoption and utilization of ITSM processes and management tools

•Manage the initiation and execution of key project initiatives that support strengthening and improving service management practices

•Coach and lead team members on achieving goals and developing necessary skills to obtain results


5 or more years


3 or more years


Bachelor’s Degree - Preferred


•Minimum of 3+ years of IT management experience.

•Healthcare Inspired

•Passion and concern with improving the organization

•ITIL Framework understanding and knowledge. ITIL Foundations Certification or higher preferred

•Preferred hands-on experience with ServiceNow applications including Incident, Change, Problem, Service Catalog, Asset Management, Survey/Assessment, Knowledge, and CMDB

•Exemplary leadership with excellent communication and inter-personal skills.

•Proven management ability with strong development processes and practices background.

•Excellent oral, written, and presentation skills and be comfortable in front of executive audience.

•Focused customer perspective toward service delivery and the ability to influence continuous service improvements.

•Proven organizational skills, including team building and mentoring.

•Ability to work with personnel at all levels of the enterprise in a cooperative and effective manner.

•Significant track record of leadership accomplishments is necessary.

•Ability to effectively direct multiple parallel efforts to successful completion.

•In depth knowledge of the IT organization and interactions.

•Strong knowledge of the business including the applications and interdependencies.

•Excellent conflict management and negotiation skills with the ability to consistently achieve "win-win" results.

•Proven coach with a track record of developing staff and recruiting highly skilled candidates

•Working knowledge of technology and correlation to solving business problems.

•Working knowledge of vendor management principles and procedures.

•Good understanding of statistical methods and metrics development.

•Strong Program/Project Management Skills - Demonstrated success in large project implementations


•Typical work week hours can vary depending on workload and project deliverables.

•Prolonged sitting and office environment

•Some occasional travel required

ITG transforms healthcare and gives people healthier tomorrows. We deliver information technology strategy, support, and solutions. ITG improve and enhance patient care and business operations. We deliver services at administrative locations, data centers, and hospitals. The facilities we support are located in 20+ states and the United Kingdom. Our team works to move healthcare forward. We do this by seeking, embracing, developing, and delivering technology for patient care.

HCA Healthcare has been named one of the World's Most Ethical Companies by Ethisphere Institute for over a decade.  In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

Be a part of an organization that invests in you! We are reviewing applications for our Manager IT Service Management opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

ITSM    ITIL    IT Service Management    CMDB     Event Management    Change Management    Asset Management


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Information Technology
Full-time • Eves 7-10 Hrs/Wkdays Only

About HCA Healthcare

What matters most to our diverse and talented colleagues is giving people the absolute best healthcare in the most compassionate way possible.

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