IT Service Delivery Manager, Full Time, Days

ABOUT MARINHEALTH

Are you looking for a place where you are empowered to bring innovation to reality? Join MarinHealth, an integrated, independent healthcare system with deep roots throughout the North Bay. With a world-class physician and clinical team, an affiliation with UCSF Health, an ever-expanding network of clinics, and a new state-of-the-art hospital, MarinHealth is growing quickly. MarinHealth comprises MarinHealth Medical Center, a 327-bed hospital in Greenbrae, and 55 primary care and specialty clinics in Marin, Sonoma, and Napa Counties. We attract healthcare's most talented trailblazers who appreciate having the best of both worlds: the pioneering medicine of an academic medical center combined with an independent hospital's personalized, caring touch.

MarinHealth is already realizing the benefits of impressive growth and has consistently earned high praise and accolades, including being Named One of the Top 250 Hospitals Nationwide by Healthgrades, receiving a 5-star Ranking for Overall Hospital Quality from the Centers for Medicare and Medicaid Services, and being named the Best Hospital in San Francisco/Marin by Bay Area Parent, among others.

Company:

Marin General Hospital dba MarinHealth Medical Center

Compensation Range:

$69.33 - $103.99

Work Shift:

8 Hour (days) (United States of America)

Scheduled Weekly Hours:

40

Job Description Summary:

The IT Service Delivery Manager provides strategic and operational leadership for enterprise-wide IT service delivery across MarinHealth, with a primary focus on end-user experience, endpoint services, and IT asset lifecycle management. This role is responsible for ensuring that technology services are reliable, responsive, and aligned with the needs of clinical and administrative operations, enabling exceptional caregiver, provider, and patient experiences.

The Manager oversees service desk operations, endpoint management, enterprise asset governance, and outsourced end-user services, including Print Shop operations delivered through a third-party provider. The role is accountable for vendor performance, service quality, and alignment with organizational standards across all supported services. The IT Service Delivery Manager leads day-to-day service delivery functions, including operational support teams, incident response, escalation management, and continuous improvement, while partnering with clinical, operational, cybersecurity, infrastructure, and executive stakeholders to ensure effective service delivery and support of organizational goals and patient care continuity.

This position requires a strong leader with experience managing enterprise IT support environments, leading high-performing teams, and driving initiatives that enhance the end-user experience in a fast-paced and highly regulated healthcare environment. The role serves as a key liaison between IT and business stakeholders, ensuring that service delivery supports patient care, regulatory compliance, and organizational priorities while driving consistent service performance and continuous improvement. The IT Service Delivery Manager is also responsible for establishing and maintaining service standards, monitoring performance metrics, and ensuring services meet defined service levels, security requirements, and audit expectations.

Job Requirements, Prerequisites and Essential Functions:

Job Requirements

• Experience leading IT service delivery in a complex, multi-site healthcare or enterprise environment
• Strong background in service desk operations, endpoint management, and IT asset lifecycle management
• Experience managing service performance (SLAs, metrics, reporting) and driving continuous improvement
• Proven ability to manage third-party vendors and outsourced services (including print or managed services)
• Hands-on experience with endpoint management and security compliance (e.g., Microsoft Intune, patching, device compliance)
• Experience developing operational dashboards, KPI reporting, and service performance analytics
• Experience partnering with executive leadership and cross-functional technical teams
• Understanding of identity and access management coordination
• Knowledge of ITSM platforms such as ServiceNow
• Experience maintaining accurate, audit-ready IT asset inventories and lifecycle controls
• Knowledge of IT service management frameworks (ITIL)
• Strong leadership, communication, and stakeholder engagement skills

Prerequisites

• Bachelor's degree in IT, Computer Science, or related field, or equivalent experience
• 7+ years of progressive IT experience
• 3+ years of leadership experience in service delivery or end-user support
• Strong problem-solving, organizational, and decision-making capabilities
• Experience supporting 24/7 operational environments
• Experience leading operational transformation or service optimization initiatives
• Experience in a regulated environment (healthcare preferred)
• Working knowledge of Microsoft 365 and enterprise endpoint environments
• ITIL certification or equivalent (preferred)
• Experience with IT asset management systems (e.g., WiseTrack or similar)
• Ability to support after-hours escalations as needed

Primary Customer Served (Age Specific Criteria):

• (X) Infants: Birth up to 1 year
• (X) Toddlers: 1 up to 3 years
• (X) Preschool Children: 3 up to 6 years
• (X) School Age Children: 6 up to 12 years
• (X) Adolescents: 12 up to 18 years
• (X) Early Adults: 18 up to 45 years
• (X) Middle Adults: 45 up to 61 years
• (X) Late Adults: 61 up to 80 years
• (X) Late, Late Adults: 80 years and up

Essential Functions

Leadership & Workforce Development

• Recruit, lead, mentor, and develop high-performing service delivery staff
• Foster a culture of accountability, collaboration, responsiveness, and customer service
• Provide performance management and professional development support
• Identify staffing, training, and resource needs to support organizational growth
• Promote employee engagement and succession planning within the IT support organization

Service Delivery & Operations

• Lead enterprise IT service delivery operations, ensuring consistent performance, timely support, and high user satisfaction
• Establish and maintain service delivery standards, escalation pathways, and support workflows
• Oversee incident management, including major incident response, service recovery, and escalation coordination
• Monitor and improve service performance metrics (SLAs, response times, customer satisfaction, backlog)
• Develop and present operational dashboards, trend analysis, and service improvement recommendations to leadership
• Ensure operational readiness for downtime events, business continuity activities, and emergency response situations

Endpoint & Asset Management

• Manage lifecycle of end-user devices, including deployment, maintenance, and retirement
• Ensure endpoint standardization
• Maintain accurate, audit-ready IT asset inventory and lifecycle records

Vendor & Service Partner Oversight

• Manage third-party providers supporting end-user services, including outsourced Print Shop operations
• Ensure vendor performance meets service levels, quality expectations, and contractual obligations
• Participate in vendor management, contract oversight, and resource planning activities

Stakeholder Engagement & Continuous Improvement

• Partner with clinical, operational, cybersecurity, infrastructure, and executive stakeholders to align IT services with organizational goals
• Lead continuous improvement initiatives focused on service quality, efficiency, and end-user experience
• Analyze operational trends, recurring issues, and service gaps to implement sustainable corrective actions
• Support modernization and optimization of IT service delivery tools, workflows, and processes
• Participate in operational budgeting and forecasting activities

Security, Compliance & Governance

• Ensure services meet security policies and regulatory requirements (HIPAA, HITRUST, Joint Commission)
• Maintain audit-ready documentation, service procedures, and knowledge management resources
• Participate in emergency operations and organizational preparedness activities

Accommodation:

Qualified applicants with disabilities may request reasonable accommodation during the application process by contacting Human Resources at ... or ....

C.A.R.E.S. Standards:

MarinHealth seeks candidates ready to model our C.A.R.E.S. standards-Communication, Accountability, Respect, Excellence, Safety-which foster a healing, trust-based environment for patients and colleagues.

Health & Immunizations:

To protect employees, patients, and our community, MarinHealth requires measles, mumps, varicella, and annual influenza immunizations as a condition of employment (and annually thereafter). COVID-19 vaccination/booster remains strongly recommended. Medical or religious exemptions will be considered consistent with applicable law.

Compensation:

The posted pay range complies with applicable law and reflects what we reasonably expect to pay for this role. Individual pay is set by skills, experience, qualifications, and internal/market equity, consistent with MarinHealth's compensation philosophy. Positions covered by collective bargaining agreements are governed by those agreements.

Equal Employment:

All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sexual orientation, gender identity, protected veteran status or disability status, and any other classifications protected by federal, state, and local laws.