Director Service Management GovernanceAltamonte Springs, FL

Director Service Management Governance

Every day, our fellow team members show up to work, unified by one shared mission: Extending the Healing Ministry of Jesus Christ. As a faith-based health care organization, our story is one of hope as we strive to heal and restore the body, mind and spirit. Though our facilities are spread across the country, this unwavering belief binds us together. Across every office, exam and patient room, we're committed to providing individualized, holistic care. This is our Christian mission, and it inspires us to help make communities healthier and happier.

The role youll contribute:

Director Service Management Governance is responsible for IT Performance, Audit, Change & Problem Management, is a mission-critical leadership role responsible for strengthening operational excellence, governance, and service reliability within the IT Service Management organization. Reporting directly to the VP of IT Service Management, this leader will oversee and integrate four foundational pillars of performance: internal IT performance reporting, internal audit readiness and controls, enterprise-wide change enablement, and problem management and root cause analysis.

This role will act as a bridge between IT operations and enterprise strategy, aligning day-to-day execution with our organizational ambition to be a top quartile IT performer within two years. The ideal candidate brings analytical precision, a strong understanding of ITSM best practices, and the ability to drive sustainable improvements across service performance, risk posture, and operational maturity.

They will lead teams that:

• Ensure transparent, data-driven insights into IT performance trends and improvement opportunities;
• Manage audit processes and risk controls to ensure regulatory and compliance alignment;
• Execute change management governance that safeguards production stability while enabling transformation;
• Investigate systemic issues, own post-mortem processes, and reduce incident recurrence through structured problem management.

The value youll bring to the team:

• Advocates for the adoption, business alignment, and improvement of all service management processes and activities at AIT based on ITIL best practice.
• Leads the development of policies, SOPs and Work Instructions for all service management processes
• Leads the development of configuration management, IT asset management (hardware and software) and application portfolio management policies and tools
• Acts as liaison between business process owners, managers and users to validate process improvement opportunities.
• Provides available, reliable, maintainable, and serviceable service management platform to AIT
• Ensures all parties understand ownership and accountability between service management supporting teams.
• Provides training on service management processes and tools.
• Stays current with emerging trends in service management, proposing and developing plans to further the function.
• Mentors other team members who may be less experienced in-service management areas with meeting various business needs.
• Assists in facilitating and promoting organizational change.
• Identifies and documents risks, issues in service delivery and works with teams to develop mitigation strategies.
• Provides executive reports summarizing process compliance.
• Collaborate with peers in AIT to improve process adoption and alignment.
• Develop the service management staff to meet the changing needs of business, users, groups and locations; new projects and technologies
• Continual Service Improvement (CSI).

Qualifications

The expertise and experiences you'll need to succeed:

KNOWLEDGE AND SKILLS REQUIRED:

• 5 Related Experience
• Demonstrates problem solving skills, including adapting to changing business requirements
• Demonstrates the ability to achieve objectives via influence of others
• Ability to communicate both written and verbally with all levels of the enterprise
• Extensive experience in the application and adoption of IT Service Management best practice
• Extensive experience in managing Enterprise level Service Delivery organizations
• Demonstrated ability to lead via example, building adherence to AdventHealth's mission to extend the healing ministry of Christ.
• Proven ability to foster a culture of diversity and innovation within Service Management and Service Delivery.
• Experience leveraging vendor relationships and negotiations to achieve cost savings and Service Levels with suppliers and partners.
• Ability to develop and maintain operating and capital budgets
• Thorough knowledge of industry and market trends
• Ability to manage multiple high priority initiatives to completion
• Sound facilitation, consensus building and conflict resolution skills
• Highly self-motivated, self-directed with great attention to detail.
• 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

EDUCATION AND EXPERIENCE REQUIRED:

• Bachelor's Required

EDUCATION AND EXPERIENCE PREFERRED:

• Master's Preferred

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:

• ITIL v3 Expert or ITIL 4 Strategic Leader (SL) Upon Hire Preferred

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Category: Information Systems

Organization: AdventHealth Information Technology

Schedule: Full-time

Shift: 1 - Day

Req ID: 25025157

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.