Job Description

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.

For more information, go to NYU Langone Health , and interact with us on LinkedIn , Glassdoor , Indeed , Facebook , Twitter , YouTube and Instagram .

Position Summary:
We have an exciting opportunity to join our team as a Manager of Outage Management.

In this role, the Manager oversees the implementation and management of our Incident and Problem Management initiatives within the organization, ensuring they meet business needs and adhere to ITIL best practices. This includes managing Incident and Problem Management aligning these services with business objectives, and leading continuous improvement initiatives. The role also monitors services performance, reports on key metrics, and may conduct training on ITIL practices. This person should stay current with emerging technologies and industry best practices related to outage management and technical support.

POSITION RESPONSIBILITIES  

 

Implementing and Managing ITIL-based service management practices:  

• This involves setting up and maintaining the Incident and Problem management processes and procedures that support IT service delivery,  

Aligning IT services with business objectives:  

• Ensuring that IT services are strategically aligned with the organization's overall business goals and priorities.  

Leading continuous improvement initiatives:  

• Identifying areas for process improvement and implementing changes to enhance service delivery and efficiency.  

Coordinating with stakeholders:  

• Working with both IT and business stakeholders to understand their needs, ensure alignment, and address any concerns.  

Monitoring and reporting on service performance:  

• Tracking key performance indicators (KPIs) and service level agreements (SLAs) to ensure that services are meeting agreed-upon standards and identifying areas for improvement.  

Ensuring compliance with ITIL standards:  

• Adhering to the ITIL framework and best practices to ensure that IT services are delivered effectively and efficiently.  

Managing Incident processes:  

• Overseeing the day-to-day operations of these processes to ensure that issues are resolved quickly and efficiently as well as  

Providing leadership and guidance to the IT service team:  

• Leading, supporting, and motivating team members to achieve their goals and contribute to the overall success of the IT service management program.  

Managing Service Level Agreements (SLAs):  

• Defining and negotiating SLAs with customers to ensure that IT services meet their needs and expectations.  

Ensuring quality and customer satisfaction:  

• Implementing quality control measures to ensure that IT services are delivered to a high standard and that customers are satisfied with the services they receive.  

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