VP IT Service Management (ITSM)

Vice President Of It Service Management

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

Minimum Requirements

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.