Senior Director, Service Management page is loaded## Senior Director, Service Managementlocations:
Irving, TX 75062 Vizient Corporate HQ:
Chicago, IL 60607:
Edina, MN 55435time type:
Full timeposted on:
Posted Yesterdayjob requisition id:
32513RWhen you’re the best, we’re the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.**Summary**In this role, you will lead the strategy, governance, and continuous improvement of IT service delivery across Digital Workplace and Infrastructure services. You will ensure technology services are reliable, measurable, experience-driven, and aligned with business objectives and enterprise standards.The Sr. Director, Service Management partners closely with Digital Workplace and Infrastructure leaders to ensure operational performance, employee experience, and value realization remain central to service delivery. This role oversees the end-to-end service management framework while advancing maturity in experience-based operations, observability, and data-driven continuous improvement.**Responsibilities*** Define and execute the IT Service Management (ITSM) strategy for Digital Workplace and Infrastructure in alignment with corporate IT standards.* Serve as the executive owner for service quality, performance, reliability, and employee experience outcomes.* Oversee core ITSM processes including Incident, Problem, Change, Request, Knowledge, and Configuration Management.* Lead service operations and command center capabilities to ensure proactive monitoring and timely issue resolution.* Drive the adoption of Experience Level Agreements (XLAs) and Digital Experience Monitoring to improve digital employee experience.* Establish governance forums to review service performance metrics, user sentiment, and continuous improvement initiatives.* Leverage operational data, automation, analytics, and AIOps to eliminate root causes and improve service resilience.* Partner with engineering, product, and infrastructure leaders to align operational insights with roadmaps and priorities.* Manage vendor and managed service provider relationships to drive accountability, innovation, and value delivery.**Qualifications*** Bachelor’s degree in Information Technology, Computer Science, or a related discipline; Master’s degree preferred.* 12+ years of progressive IT leadership experience, including 5+ years in service management or IT operations roles.* Deep expertise in IT Service Management frameworks such as ITIL v4, COBIT, or ISO 20000.* Experience implementing experience-driven service models, including XLAs and Digital Experience Monitoring.* Proven ability to translate operational and performance data into actionable business insights.* Strong leadership, collaboration, and communication skills with experience presenting to executive audiences.* Familiarity with enterprise service and observability platforms such as ServiceNow, Nexthink, Splunk, or similar tools.#LI-JB1**Estimated Hiring Range:**At Vizient, we consider skills, experience, and organizational needs in our compensation approach. Geographic factors may adjust the range estimate and hires typically fall below the top range. Compensation decisions are tailored to individual circumstances. The current salary range for this role is $156,500.00 to $290,100.00.This position is also incentive eligible.Vizient has a comprehensive benefits plan! Please view our benefits here:**Equal Opportunity Employer:
Females/Minorities/Veterans/Individuals with Disabilities**The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.Working at Vizient means making a difference in today’s dynamic health care industry, every day. Our mission is to connect health care organizations and providers with the knowledge, solutions and expertise that enable them to accelerate their clinical and operational performance.Vizient is based in Dallas and has offices in 20 metropolitan areas across the United States. We have 4,000 employees with a breadth of expertise, experience and compassion, who are eager to develop and implement solutions that advance health care for the greater good.Across our enterprise of companies, we have the scale and depth to deliver exponential impact across the continuum of care:* Provista – Proven supply chain partner specializing in extended, diagnostic and preventive care facilities, including surgery centers, home health and senior living* Apexus – The exclusive contractor for 340B Drug Pricing Program, managed by the Health Resources and Services Administration* **apt**itude – The industry’s first online direct contracting market, supporting self-contracting activity between hospitals and suppliers.* Sg2 - Providing a unique blend of analytics, intelligence, consulting and education to enable health system leaders to integrate strategic growth and performance across the continuum of care.**Click** **for Vizient Careers Home Page.**### #J-18808-Ljbffr
Irving, TX 75062 Vizient Corporate HQ:
Chicago, IL 60607:
Edina, MN 55435time type:
Full timeposted on:
Posted Yesterdayjob requisition id:
32513RWhen you’re the best, we’re the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.**Summary**In this role, you will lead the strategy, governance, and continuous improvement of IT service delivery across Digital Workplace and Infrastructure services. You will ensure technology services are reliable, measurable, experience-driven, and aligned with business objectives and enterprise standards.The Sr. Director, Service Management partners closely with Digital Workplace and Infrastructure leaders to ensure operational performance, employee experience, and value realization remain central to service delivery. This role oversees the end-to-end service management framework while advancing maturity in experience-based operations, observability, and data-driven continuous improvement.**Responsibilities*** Define and execute the IT Service Management (ITSM) strategy for Digital Workplace and Infrastructure in alignment with corporate IT standards.* Serve as the executive owner for service quality, performance, reliability, and employee experience outcomes.* Oversee core ITSM processes including Incident, Problem, Change, Request, Knowledge, and Configuration Management.* Lead service operations and command center capabilities to ensure proactive monitoring and timely issue resolution.* Drive the adoption of Experience Level Agreements (XLAs) and Digital Experience Monitoring to improve digital employee experience.* Establish governance forums to review service performance metrics, user sentiment, and continuous improvement initiatives.* Leverage operational data, automation, analytics, and AIOps to eliminate root causes and improve service resilience.* Partner with engineering, product, and infrastructure leaders to align operational insights with roadmaps and priorities.* Manage vendor and managed service provider relationships to drive accountability, innovation, and value delivery.**Qualifications*** Bachelor’s degree in Information Technology, Computer Science, or a related discipline; Master’s degree preferred.* 12+ years of progressive IT leadership experience, including 5+ years in service management or IT operations roles.* Deep expertise in IT Service Management frameworks such as ITIL v4, COBIT, or ISO 20000.* Experience implementing experience-driven service models, including XLAs and Digital Experience Monitoring.* Proven ability to translate operational and performance data into actionable business insights.* Strong leadership, collaboration, and communication skills with experience presenting to executive audiences.* Familiarity with enterprise service and observability platforms such as ServiceNow, Nexthink, Splunk, or similar tools.#LI-JB1**Estimated Hiring Range:**At Vizient, we consider skills, experience, and organizational needs in our compensation approach. Geographic factors may adjust the range estimate and hires typically fall below the top range. Compensation decisions are tailored to individual circumstances. The current salary range for this role is $156,500.00 to $290,100.00.This position is also incentive eligible.Vizient has a comprehensive benefits plan! Please view our benefits here:**Equal Opportunity Employer:
Females/Minorities/Veterans/Individuals with Disabilities**The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.Working at Vizient means making a difference in today’s dynamic health care industry, every day. Our mission is to connect health care organizations and providers with the knowledge, solutions and expertise that enable them to accelerate their clinical and operational performance.Vizient is based in Dallas and has offices in 20 metropolitan areas across the United States. We have 4,000 employees with a breadth of expertise, experience and compassion, who are eager to develop and implement solutions that advance health care for the greater good.Across our enterprise of companies, we have the scale and depth to deliver exponential impact across the continuum of care:* Provista – Proven supply chain partner specializing in extended, diagnostic and preventive care facilities, including surgery centers, home health and senior living* Apexus – The exclusive contractor for 340B Drug Pricing Program, managed by the Health Resources and Services Administration* **apt**itude – The industry’s first online direct contracting market, supporting self-contracting activity between hospitals and suppliers.* Sg2 - Providing a unique blend of analytics, intelligence, consulting and education to enable health system leaders to integrate strategic growth and performance across the continuum of care.**Click** **for Vizient Careers Home Page.**### #J-18808-Ljbffr