Welcome to the new standard of healthcare! Premise Health is the world’s leading healthcare access provider. We deliver purpose-driven career experiences in a culture-centric work environment—ensuring that employees at the nation's best companies get, stay, and be well. In a changing healthcare environment, we know there's a better way for organizations to help their people live healthier lives by delivering the right care at the right time, right where they work. Partnered with visionary organizations around the globe, we offer a broad range of healthcare services and deliver an effortless patient experience that raises the bar, lowers costs, and redefines the meaning of quality care. By shifting the conversation from cost to return and from treatment to prevention, we are committed to help people, their families, and the organizations they work for be at their best. We are looking for an IT Service Management Director to work at our Corporate office in Brentwood, TN ! If you possess a “whatever it takes attitude” keep reading. It’s hard to pinpoint a “typical” day here (and who wants typical anyway?), but this position is responsible for leading the Service Management team and ensuring the effective management of IT Service Management (ITSM) and IT Infrastructure Library (ITIL) practice areas. The Service Management Director will lead the development, implementation, and continual service improvement of service management policies, processes, procedures and standards. What You’ll Do for Us: Responsible for career planning, professional development, and supervision of IT Service Management analysts and ITSM managers. Assists with development and adherence of departmental budget. Assists with development of and responsible for progress monitoring of departmental goals. Manage and maintain the IT Service Management process roadmap. Responsible for deployment, management, and improvement of IT Service Management (ITSM) and IT Infrastructure Library (ITIL) framework components/processes. Act as an advocate and change adopter for IT Service Management throughout the organization. Assist with development and delivery of management level reports and dashboards. Provide oversight and guidance for development of process models. Provide oversight and guidance of documentation and maintenance of policies, procedures and standards associated with ITSM processes. Provide oversight and guidance for development of the implementation of adopted processes into the ITSM tool. Provide oversight and guidance for development of Service Level Agreements (SLA), Critical Success Factors (CSF), and Key Performance Indicators (KPI). Provide oversight and guidance for the development of training and presentation materials. Provide oversight and guidance on service management training sessions delivery and presentations across various teams and levels of the organization. Provide oversight and guidance for identifying, documenting, and reporting service delivery metrics. Ensure Continual Service Improvement (CSI). Education: Bachelor’s degree preferred OR a High School Diploma/GED/Associate’s degree. ITILFv3 + Certification. ITIL Certification in Service Strategy, Service Design, Service Transition, Service Operations and/or Continual Service Improvement (CSI) is preferred. Experience: 5 – 9 years of IT experience as a lead, manager or equivalent with Bachelor’s degree OR 7 – 11 years with a High School Diploma GED/Associate’s degree. 1 – 3 years ITIL process manager or process owner experience. Experience in leading, managing and/or developing, engineering and improving IT Service Management processes. Prior experience leading and/or documenting policies, procedures and standards. Experience in leading, managing and/or gathering and analyzing requirements to improve existing processes. Experience in leading, managing and/or defining, measuring and trending KPIs and process metrics. Knowledge and Skills: Proven ability to lead and develop a team. Very strong knowledge of ITSM and ITIL framework. Strong knowledge of ITSM tool workflow development and capabilities. Strong knowledge of the ServiceNow platform is considered a plus. Familiarity with lean, agile, and project management principles are considered a plus. Outstanding verbal, presentation and written communication skills. Ability to establish and maintain a high level of trust and confidence. Intermediate level skill in Microsoft Office 2010 or later, and MS Visio: Word (for example: creating and modifying text styles, numbering and sorting lists, working with sections and columns, formatting tables, and using templates and using diagrams and drawing tools), Excel (for example: formatting text and borders of cells, working with workbooks and worksheets, using range names, referencing cells, sorting, and auto filtering) and PowerPoint (for example: creating presentations, adding and removing slides, entering and formatting text, applying design templates, modifying masters, inserting graphics and objects, creating handouts). Service focused. Proven ability to work with other teams in managing complex processes. Proven initiative to learn and research new concepts, ideas, and technologies quickly. Proven ability to work in a team-oriented, collaborative environment. Proven ability taking a concept from idea to completion. Ability to facilitate teams and bring others to consensus. Able to think in theory with a strategic mindset and apply tactically. Able to work autonomously, be accountable, and take initiative. What We’ll Do for You: At Premise Health, you’re not an employee – you’re a team member. We have health centers, pharmacies, fitness centers and offices scattered across the country, but we’re all working together to deliver exemplary and delightful service to our clients, their employees and family members. We’re proud of the culture we’ve built, and we aim to assist our team members in living their best life – in and out of the workplace. That’s why you’ll find us taking a yoga class together or starting a book club. We know that we can only help people get, stay, and be well if we do the same for ourselves. We’re also not afraid to share what we’re up to – check out some of our smiling faces. As an employer, we want to compensate you for the work you do with more than a paycheck (although you’ll get one of those too). Premise Health offers competitive benefits packages including medical, dental, vision, life insurance, 401(k), paid holidays and vacation time, and a company-sponsored wellness program. We are an equal opportunity employer of nice people and value inclusion at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.