Job Specifications
Position Summary
Reporting to the SVP, Chief Information Officer, the Vice President of IT Service Management (VP, ITSM) is a key leadership role responsible for overseeing the design, implementation, execution, governance, and continuous improvement of IT Service Management (ITSM) capabilities across the environment. The successful candidate will lead enterprise-wide ITSM initiatives and manage service delivery performance across a complex ecosystem of internal teams and multiple managed service providers. This individual must bring deep ITIL expertise, a strategic mindset, and strong operational discipline to drive a high-performing, patient-focused, and outcomes-driven IT service environment.
Key Responsibilities
Strategic Leadership
Develop and lead the delivery system’s ITSM strategy, ensuring alignment with clinical, operational, and business objectives.
Serve as a trusted advisor to the CIO and IT leadership team on service management maturity, governance, and performance.
Promote a service-oriented mindset and accountability across the IT organization and vendor partners.
Proven track record of value creation through improved service delivery, user experience and efficiency.
ITSM Design & Governance
Define, establish, and evolve ITSM policies, standards, and workflows based on ITIL best practices.
Oversee and mature core ITSM processes including incident, problem, change, release, demand and request fulfillment, service catalog, and asset/configuration management.
Ensure continuous process improvement through metrics analysis, stakeholder feedback, and maturity assessments.
Vendor Oversight & Service Integration
Lead the design and oversight of IT service processes provided by multiple managed service providers (MSPs).
Define and administer SLAs, OLAs, KPIs, and performance reporting for all MSPs and ensure adherence through regular operational reviews.
Establish and maintain an integrated Service Integration and Management (SIAM) framework to enable seamless service delivery across providers.
Technology & Platform Management
Oversee the configuration, administration, and continuous improvement of ITSM platforms (e.g., ServiceNow).
Experience with information management and data integration within the ITSM platform, using diverse data integrations to ensure integrity of the CMDB and service mapping capabilities.
Drive automation, workflows and insights through the use of AI to improve efficiency, self-service adoption, and user satisfaction.
Partner with cybersecurity, application, clinical informatics, and infrastructure teams to ensure ITSM practices support enterprise risk, compliance, and resilience goals.
Team Leadership & Organizational Development
Build, mentor, and lead a high-performing ITSM organization, including process owners, platform administrators, and service analysts.
Foster a culture of excellence, transparency, and continuous learning across the team and vendor ecosystem.
Champion end-user engagement and drive improvements in service experience and communication.
Lead transformation of teams toward agile methodologies and product-centric delivery models.
Preferred Qualifications
Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
Minimum of 10 years in IT leadership roles with at least 5 years directly managing ITSM functions in large, complex organizations.
ITIL v4 Certification (Managing Professional or Strategic Leader track strongly preferred).
Proven experience implementing and managing ITSM in a multi-vendor managed service environment.
Deep understanding of ITSM platforms such as ServiceNow or equivalent, including administration and integration.
Strong leadership, communication, and change management skills, with the ability to influence at all levels of the organization.
Experience in implementing Service Integration and Management (SIAM) models.
Familiarity with IT compliance frameworks (e.g., HIPAA, NIST, HITRUST).
Agile and Lean process management knowledge.
Minimum Requirements
Bachelor’s Degree or 4 years of work experience above the minimum qualification
7 years of experience
About the Company
With us by your side, there's no stopping you. It's why we're creating a new kind of healthcare at Baylor Scott & White. And we're just getting started. As the largest not-for-profit health system in the state of Texas, Baylor Scott & White promotes the health and well-being of every individual, family and community it serves. It is committed to making quality care more accessible, convenient and affordable through its integrated delivery network, which includes the Baylor Scott & White Health Plan, Baylor Scott & White Rese...
Know more