Homeoffice Manager of IT Service Management bei Novant Health

We’re seeking a strategic and results-driven ITSM Manager to lead the implementation, governance, and continuous improvement of IT Service Management practices across our organization. This role is pivotal in aligning IT operations with ITIL best practices while fostering a culture of service excellence, accountability, and user satisfaction.

Schedule: 8:00AM – 5:00PM Monday - Friday

Location: Remote (Role requires travel to various Novant locations in North Carolina & South Carolina)

Department: Enterprise Technology Services – IT Service Excellence

Key Responsibilities

• Lead the design, implementation, and governance of ITSM processes including Incident, Problem, Change, Release, Knowledge, and Service Catalog Management.
• Ensure alignment with ITIL standards and drive continuous improvement initiatives to enhance service quality and efficiency.
• Collaborate with platform administrators (e.g., ServiceNow), functional leaders, and managed service providers (MSPs) to ensure effective execution and maturity of ITSM processes.
• Monitor performance metrics and KPIs to assess process effectiveness and identify areas for optimization.
• Champion a user-centric approach to IT services, ensuring high levels of satisfaction and engagement.

What You Bring

• Proven experience managing ITSM frameworks and leading cross-functional teams in a complex enterprise environment.
• Deep understanding of ITIL principles and hands-on experience with ITSM platforms like ServiceNow.
• Strong leadership, communication, and stakeholder management skills.
• Ability to drive change, influence outcomes, and deliver measurable improvements in service delivery.

• Education: High School Diploma or GED, required. Bachelor’s degree in IT, Business Administration, or related field, preferred.
• Experience:
  • Five years IT operations, service management, or process improvement, required.
  • Minimum two years in a governance or leadership capacity, required.
• Licensure/Certification:
  • ITIL Foundation Certification, required.
  • ITIL Intermediate or ITIL 4 Managing Professional certification, preferred.
• Additional Skills (required):
  • Advanced expertise in ITIL v3 or ITIL 4 frameworks
  • Advanced skills in process documentation, governance, and metric analysis
  • Advanced proficiency with ITSM platforms (ServiceNow preferred)
  • Intermediate stakeholder engagement, cross-functional leadership, and change facilitation
  • High attention to detail and ability to lead operational execution of strategic ITSM objectives
• Additional Skills (preferred):
  • Familiarity with enterprise integrations, CMDB frameworks, and automation tools
  • Basic understanding of healthcare regulations, compliance, and support operations

It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.

• Our team members are part of an environment that fosters team work, team member engagement and community involvement.
• The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.
• All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".