IT Service Manager

1 day ago

Gurgaon, Haryana, India OU Health Full time ₹ 20,00,000 - ₹ 25,00,000 per year
Position Title:IT Service ManagerDepartment:IT Support ServicesJob Description:

The IT Service Manager II is responsible for the overall coordination of all of the Service Management processes, measuring the performance and compliance to targeted service levels ensuring the quality and availability of critical OU Health IT services. This position also serves as representative and point of escalation for ETS customers.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

  • Development, refinement, and maintenance of the ITIL based service management processes and their enabling toolsets

  • Planning and managing the continued enablement of core Service Management processes on OU Health supporting systems

  • Ensuring the complete logging, prioritization, response and tracking of all IT service requests, interruptions or changes

  • Coordinating interaction and integration between OU Health's other core service management processes

  • Producing management escalation and performance information on a regular basis

  • Identification and management of Major Incidents or Changes affecting critical OU Health services or impacting patient safety

  • Serve as ETS point of contact for OU Health Operations for escalation of service interruptions or requirements

General Responsibilities

  • Performs other duties as assigned.

Minimum Qualifications

Education Requirements: Bachelor's Degree required.

Experience Requirements:

  • 3-5 years of experience working in IT Service Management, managing, measuring and reporting on ITIL service management processes on a ServiceNow platform.

  • Experience in implementing and maturing ITIL processes preferred.  Prior healthcare experience preferred.

License/Certification/Registration Requirements:

  • Current version of ITIL Certification required.

  • One or more ITIL Practice Manager certifications preferred.

Knowledge/Skills/Abilities Required:

  • Knowledge of the implementation and maintenance of ITIL processes

  • Ability and desire to mentor less senior Service Managers or those seeking to become Service Managers.

  • Ability to drive priorities and manage change with a positive outcome

  • Provide outstanding client service, meet high quality standards for services and meet or exceed client expectations. Proactive in seeking innovative ways in which to help others

  • Strong proactive approach to problem-solving and resolution skills, takes initiative and uses good judgment, excellent follow-up skills

  • Possesses strong and effective working relationships with all levels of OU Health representing ETS as a trusted point of contact and escalation.

  • Excellent demonstrated interpersonal and communication skills (oral and written), professional demeanor and presentation

  • High attention to detail, outstanding organizational skills and the ability to manage time effectively

  • Position requires the ability to lead under pressure to address major issues, meet strict deadlines, effectively prioritize multiple tasks

  • Drive policy to seek and identify confidential, sensitive, and proprietary information and maintain such information as confidential

Current OU Health Employees - Please click HERE to login.OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.

  • Service Coordinator

    2 weeks ago

    Gurgaon, Haryana, India Delta IT Network Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Job Title:Service CoordinatorJob Type:Full-TimeLocation:GurugramWorking Days:Monday to Friday (5 Days Working) + 1st Saturday of Every MonthExperience Required:Experience in Hardware (Mandatory)About the Role:We are seeking a proactive and organizedService Coordinatorwith a strong background in hardware support to join our team in Gurugram. The ideal...

  • Senior Manager

    5 days ago

    Gurgaon, Haryana, India EXL Service Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Senior ManagerEXL/SM/1546384Data ManagementGurgaonPosted On04 Nov 2025End Date19 Dec 2025Required Experience5 - 12 YearsBasic SectionNumber Of Positions1BandC2Band NameSenior ManagerCost CodeD008804Campus/Non CampusNON CAMPUSEmployment TypePermanentRequisition TypeNewMax CTC Complexity Level-Work TypeHybrid – Working Partly From Home And Partly From...

  • Customer Service Representative

    6 days ago

    Gurgaon, Haryana, India Infiniserve IT Solutions Inc. Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Job Description:We are looking for enthusiastic and customer-focused individuals to join our Customer Service team. The ideal candidate should be able to handle customer interactions efficiently and ensure excellent service delivery across all communication channels.Key Responsibilities:Respond promptly and professionally to customer inquiries via phone,...

  • Service Manager

    3 days ago

    Gurgaon, Haryana, India HBK CONNECT Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Position OverviewAs our Managed Services Practice expands operations in India, we are seeking a dynamic and experienced Service Manager to oversee our overseas team. This leader will drive operational efficiency, extend support coverage for US-based clients, and ensure seamless collaboration between the India and US teams. The Service Manager will be pivotal...

  • Service Manager

    6 days ago

    Gurgaon, Haryana, India Zypp Electric Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    𝗛𝗶𝗿𝗶𝗻𝗴 — 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 (𝗟𝗶𝗴𝗵𝘁 𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗶𝗮𝗹 𝗘𝗹𝗲𝗰𝘁𝗿𝗶𝗰 𝗩𝗲𝗵𝗶𝗰𝗹𝗲𝘀)𝗖𝗼𝗺𝗽𝗮𝗻𝘆: 𝗭𝘆𝗽𝗽 𝗘𝗹𝗲𝗰𝘁𝗿𝗶𝗰 | 𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: 𝗗𝗲𝗹𝗵𝗶 |...

  • Franchise Sales Manager

    1 day ago

    Gurgaon, Haryana, India MannuBhai Service Expert Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    We're Hiring: *Franchise Sales Manager*Company: MannuBhai Service ExpertLocation: Sector 48, Gurgaon, HaryanaIndustry: Retail / Franchise Operations / Service SectorRole Type: Full-Time | 6 Days WorkingShift: General Day ShiftOpen Positions: 5 (Male & Female)* Key Responsibilities:*Drive sales by converting leads into franchise partners.Present and explain...

  • Customer Services

    1 week ago

    Gurgaon, Haryana, India Infiniserve IT Solutions Inc. Full time ₹ 2,40,000 - ₹ 3,60,000 per year

    Job Description:Position: Customer Support AssociateKey Responsibilities:Handle international customer queries through calls with professionalism and empathy.Provide accurate information, resolve issues, and ensure high-quality customer experience.Identify customer needs and offer appropriate products/services through upselling and cross-selling...

  • Customer Service Provider

    1 week ago

    Gurgaon, Haryana, India Infiniserve IT Solutions Inc. Full time ₹ 24,48,000 - ₹ 38,20,800 per year

    Job Title: Customer Support ExecutiveLocation: GurgaonDepartment: Customer ServiceJob Type: Full-timeKey Responsibilities:Respond promptly to customer inquiries via phone, email, chat, or social media.Identify and assess customers' needs to achieve satisfaction.Handle customer complaints, provide appropriate solutions and alternatives within the time limits,...

  • Service Engineer

    1 week ago

    Gurgaon, Haryana, India Fidem IT Services Pvt. Ltd. Full time ₹ 2,50,000 - ₹ 3,50,000 per year

    Job OverviewWe are seeking a skilled Service Engineer to join our team. The successful candidate will be responsible for providing technical support and maintenance services to our customers.DutiesConducting routine maintenance checks on equipmentTroubleshooting technical issues and providing timely solutionsInstalling and configuring new...

  • Service Manager

    1 day ago

    Gurgaon, Haryana, India Securitas Full time

    SECURITAS GROUPSecuritas is a world-leading safety and security solutions partner that helps make your world a safer place. With nine decades of deep experience means we see what others miss. By leveraging technology in partnership with our clients, combined with an innovative, holistic approach, we're transforming the security industry. With employees in 44...