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Director- IT Service Management



Posting ID: JP-002423211

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Altamonte Springs, Florida
Full Time
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TEKsystems is looking for a new Director of IT Service Management to support one of our largest Orlando-based healthcare partners! Full time, direct placement role with a flexible salary and great benefits.



This position will be responsible for the leadership of the Service Management Office. This role is responsible for the creation, management, improvement, and deployment of all centralized IT Service Management Processes following industry best practice frameworks (ITIL, Agile, etc). Responsible for the planning and execution of processes that support business operations and technology requirements, while ensuring IT remains in compliance with internal and external audit requirements. Directs the development of service management improvement strategies including the positions (people), tools, and support requirements that are necessary to ensure processes are optimized to deliver IT services to our internal and external customers. Responsible for the operational ownership, deployment and Continual Service Improvement of the IT Service Management platform (ServiceNow). Oversees services & support to ensure service level targets (SLTs) and customer expectations are met or exceeded. Responsible for the growth and improvement of the centralized Application Management function. Including the definition of AM Services, KPI/SLA management, new service support criteria, knowledge creation, and problem remediation.

Top Skills Details:

Experienced Service Management professional with 7+ years of experience in Service Delivery (Ideally ServiceNow as ITSM tool)

Experience with Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines (preferably for an enterprise/large organization)

5 years of IT leadership experience. Excellent leadership and people management skills are a must (there can be high stress and challenging situations because of the workload and criticality of services).

**person must be local to Orlando as the expectation will be they come in 2 or 3 times a week**


• Enterprise experience in healthcare environment

• Knowledge of Service Management and how it relates to technology workflows throughout a healthcare organization

• Strong knowledge of cloud-based platform service delivery (e.g., PaaS or IaaS)

• Project Management

• Vendor Management

• Knowledge of Agile methodology


• ITIL v3 Expert or ITIL 4 Strategic Leader (SL)

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Contact Information

Recruiter: Jean Chambers

Phone: (410) 579-3072


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