Director IT Service Management

Location:

Avera Downtown Building-Sioux Falls

Worker Type:

Regular

Work Shift:

Day Shift (United States of America)

Position Highlights

You Belong at Avera

Be part of a multidisciplinary team built with compassion and the goal of Moving Health Forward for you and our patients. Work where you matter.

A Brief Overview

Serves as a key member of the Information Technology leadership team, providing strategic leadership for the organization's IT Service Management (ITSM) program and fostering a culture of service excellence and continual improvement. Responsible for establishing ITSM governance, advancing service management best practices, and leading the development and optimization of ITSM processes, the Configuration Management Database (CMDB), service catalog, and service delivery capabilities. Partners with clinical, operational, and technology leaders to deliver reliable, customer-focused IT services that align with organizational priorities while leading a high-performing team and driving operational excellence through performance measurement, automation, and continuous improvement.

What you will do

• Provide strategic leadership and governance for the IT Service Management (ITSM) program, ensuring services are aligned with organizational priorities, ITSM best practices, and the full service lifecycle, including continual service improvement.
• Develop and execute the ITSM roadmap, advancing the maturity of core service management processes including Incident Management, Problem Management, Service Request Management, Knowledge Management, Service Level Management, and Continual Service Improvement
• Establish and maintain governance for ITSM processes and the Configuration Management Database (CMDB), ensuring policies, standards, data integrity, process compliance, and accurate configuration information to support service delivery, operational resilience, and regulatory requirements.
• Lead the enterprise IT Service Catalog and service request experience, driving standardized, scalable, and customer-focused service delivery through self-service capabilities, workflow optimization, automation, and AI-enabled solutions.
• Provide executive oversight of Change Management and Major Incident Management, ensuring effective governance, risk-based decision making, rapid service restoration, stakeholder communication, root cause analysis, and continual improvement to minimize service disruption.
• Partner with clinical, operational, and business leaders to ensure IT services meet organizational needs through effective service level management, customer engagement, operational resilience, and continual improvement initiatives.
• Direct the measurement and reporting of operational and executive service metrics, including service levels, customer satisfaction, service availability, incident trends, CMDB health, and other key performance indicators to drive data-informed decision making.
• Provide strategic oversight of third-party service providers and vendor relationships, ensuring contractual performance, service quality, accountability, and alignment with organizational objectives.
• Build, lead, and develop a high-performing IT Service Management team, fostering a culture of accountability, collaboration, innovation, customer service excellence, and continuous professional development.
• Develop departmental strategy, budgets, resource plans, quality objectives, and performance goals while serving as a change leader to advance standardized service management practices and ensure alignment with enterprise technology strategy, cybersecurity, and the delivery of reliable, high-quality IT services.
• Responsibilities include interviewing, hiring, developing, training, and retaining employees; planning, assigning, and leading work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.

Essential Qualifications

The individual must be able to work the hours specified. To perform this job successfully, an individual must be able to perform each essential job function satisfactorily including having visual acuity adequate to perform position duties and the ability to communicate effectively with others, hear, understand and distinguish speech and other sounds. These requirements and those listed above are representative of the knowledge, skills, and abilities required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions, as long as the accommodations do not cause undue hardship to the employer.

Required Education, License/Certification, or Work Experience:

• Bachelor's in Information Technology, Business, or a related field
• 4-6 years Experience, specifically in a healthcare delivery and operational setting.

Preferred Education, License/Certification, or Work Experience:

• Master's
• ITIL 4 Foundation - PeopleCert or equivalent IT Service Management Certification Upon Hire

Expectations and Standards

• Commitment to the daily application of Avera’s mission, vision, core values, and social principles to serve patients, their families, and our community.
• Promote Avera’s values of compassion, hospitality, and stewardship.
• Uphold Avera’s standards of Communication, Attitude, Responsiveness, and Engagement (CARE) with enthusiasm and sincerity.
• Maintain confidentiality.
• Work effectively in a team environment, coordinating work flow with other team members and ensuring a productive and efficient environment.
• Comply with safety principles, laws, regulations, and standards associated with, but not limited to, CMS, The Joint Commission, DHHS, and OSHA if applicable.

Benefits You Need & Then Some

Avera is proud to offer a wide range of benefits to qualifying part-time and full-time employees. We support you with opportunities to help live balanced, healthy lives. Benefits are designed to meet needs of today and into the future.

• PTO available day 1 for eligible hires.

• Up to 5% employer matching contribution for retirement

• Career development guided by hands-on training and mentorship

Avera is an Equal Opportunity Employer - Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, Veteran Status, or other categories protected by law. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-605-504-4444 or send an email to talent@avera.org.