Manager, IT Service Management (Hybrid Work Schedule)

Date: Sep 10, 2022

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 7584 


Position Summary/Position


The Manager for IT Service Management will be reporting to the Director, Infrastructure and lead IEHP’s ITIL processes including Incident, Change, Problem, Request, Configuration , Release and Critical Incident Management. The Manager Technology – ITSM Services will drive long-term vision and process maturity while working with IT/business units to identify strategic opportunities to improve Service Delivery efforts and Drive Value. 
This role will be Responsible for the design, implementation, developing and managing of service management processes, polices, roles and responsibilities and compliance including incident, problem, request, case, change, configuration, release and deployment, service catalog management, service level management, demand management, availability/capacity, knowledge management, continual service improvement.

Major Functions (Duties and Responsibilities)


1. Design, implementation, developing and managing of service management processes, polices, roles and responsibilities and compliance including incident, problem, request, case, change, configuration, release and deployment, service catalog management, service level management, demand management, availability/capacity, knowledge management, continual service improvement.
2. Manage the ESM platform including the following key areas: IT Service Management, IT Operations Management, Enterprise Service Asset Configuration Management, Customer Service Management.
3. Develop the Service Management reporting of KPI's, critical success factors and activity metrics.
4. Provide thought leadership to the ITSM transformation maturity roadmap that continually evaluates ‘How can this be done better, faster, easier while delivering a superior customer experience ’
5. Manage the day-to-day operations of the Service Management Office to ensure consistency and compliance with ITIL policies and processes
6. Establish and manages the continual service improvement register to identify areas of improvement and provides the status of these improvements to IT and business leaders
7. Oversee and support ITSM continuous improvement initiatives and implement enhancements based on clearly defined metrics and associated KPI's
8. Seek opportunities proactively to drive increased self-service adoption, automation, and mobile initiatives to reduce ticket volumes and improve resolution rates .
9. Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g. , Incident, Problem, Knowledge, Change, Configuration Management, etc.)
10. Identify opportunities to simplify the tool landscape, automate manual steps, increase employee productivity, enhance license compliance, or improve cost transparency.
11. Leverage enterprise tools and incorporate other sources to enhance the view of IT asset to include the management and relationships defined in the configuration management database (CMDB)
12. An Empathic Leader that can support, coach and mentor teams to improve their potential and help them reach their goals.
13. Interviewing, hiring and building high performing teams.

Vendor Management 
14. Vendor management and Governance
15. Performance review by defining meaningful metrics periodically .
16. Oversee, negotiate, and evaluate successful relationships with vendors, contractors, and service providers.

Supervisory Responsibilities

Leader: Administers Hires, Terminations, and Performance Reviews

Experience Qualifications


Ten (10) years of experience managing IT service management initiatives and the entire ITSM lifecycle. Demonstrated experience using ServiceNow ITSM (Incident, Problem, Change, and Request Management) products. A solid understanding of ITSM with practical experience designing, implementing, and supporting ITIL improvements. Eight plus (8+) years of service delivery experience overseeing large-scale enterprise initiatives, programs, and projects. Five plus (5+) years of experience utilizing ITSM processes in a large-scale organization. Three plus (3+) years of experience managing customer service satisfaction and service levels. Proven leadership experience, mentoring, and developing a team at a leadership level.

Education Qualifications


Bachelor’s degree in Computer Science, Information Management or similar technical field from an accredited institution required. 

Professional Certification


ITIL V3 Intermediate or above preferred. 

Drivers License Required

Yes, must have a valid California Driver's License.

Knowledge Requirement


Knowledge of:
­ IT Strategy planning, IT Methodologies/Processes, cloud and digital technologies, scalable architectures, automation technologies.
- Current business practices and computing systems, IT development methodologies and operations.
- Program and project management and planning, process mapping, and budget management.
- Vendor and partner management. 

Understanding of:
­- Healthcare issues, information systems, management issues, and current trends.
­- Conceptualizing business strategies while implementing information systems and technology strategic direction

Skills Requirement


- Strong planning, organization, critical thinking, decision-making and communication (verbal and written) skills. 
- Budget management skills. Proven skills in budget preparation fiscal management.
- Group presentation, leadership, team building, analytical and organizational skills.
- Recruit, motivate and manage IT staff members.

Abilities Requirement


Proven ability to:
- Be an executive with a hands-on approach in a complex fast-paced business environment.
- Present issues and challenges in senior management forums.
- Work with a team of professionals from various disciplines. 
- Lead through times of change, disruption, and growth.

Commitment to Team Culture


The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Work Model Location


Physical Requirements

Keyboarding: Traditional - FREQUENTLY
Keyboarding: 10-Key - FREQUENTLY
Keyboarding: Touch-Screen - FREQUENTLY
Near Visual Acuity - FREQUENTLY
Communicate: Information/ideas verbally - FREQUENTLY
Regular contacts: co-workers, supervisor - FREQUENTLY
Understand and follow direction - FREQUENTLY
Regular and reliable attendance - CONSTANTLY
Hearing: One-on-One - FREQUENTLY

A reasonable salary expectation is between $134,804.80  - $171,870.40, based upon experience and internal equity.


Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 7,000 and a team of more than 2,500 employees, IEHP provides quality, accessible healthcare services to more than 1.5 million members. And our Mission, Vision, and Values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we’re ready to make a difference today and in the years to come. Join our Team and make a difference with us! IEHP offers a competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and state pension plan.


Nearest Major Market: Riverside
Nearest Secondary Market: Los Angeles