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.
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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.
Analyzing RCA reports and identifying root causes for improvement:
- Reviewing incident and problem data to identify patterns and trends and develop solutions to prevent future issues.
Perform other related duties as assigned.
Minimum Qualifications:
- A Bachelor's degree; At least 4 or more years of management and support experience in End User computing applications and infrastructure.
- Work experience in healthcare or equivalent experience in complex organizations.
- Requires an in-depth knowledge of personal computing, Mac and Windows PC/Workstation based LAN systems, TCP/IP protocols personal computing, End User Infrastructure Support management tools, client functions and applications, excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, manage members of IMAC team, and ability to manage vendor relationships.
Preferred Qualifications:
Management Experience:
-Minimum of 5-7 years of experience in a managerial or related role.
IT Systems and Processes:
-Understanding of how IT systems work, including networks, applications, and infrastructure.
ITIL Framework:
-Knowledge of ITIL principles, processes, and best practices for managing IT services.
Data Analysis and Reporting:
-Ability to collect, analyze, and interpret data to identify trends and make informed decisions.
Troubleshooting and Problem Solving:
-Skills to diagnose and resolve IT issues effectively.
Business Acumen:
-Understanding of the business environment, objectives, and how IT services contribute to them.
Financial Management:
-Ability to manage budgets, track costs, and ensure efficient resource allocation.
Risk Management:
-Identifying, assessing, and mitigating risks related to IT services.
Strategic Thinking:
-Thinking proactively about how IT services can support business strategy and future needs.
Communication:
-Strong written and verbal communication skills to convey information effectively to diverse audiences, including customers, stakeholders, and technical teams.
Leadership:
-Ability to motivate, guide, and lead teams to achieve goals.
Negotiation and Conflict Resolution:
-Skills to negotiate effectively with stakeholders and resolve conflicts constructively.
Customer Service:
-Understanding of customer needs and expectations, and the ability to provide excellent service.
Collaboration:
-Working effectively with other teams and departments to achieve shared goals.
Analytical Skills:
-Ability to analyze complex situations and identify solutions.
Critical Thinking:
-Thinking logically and making sound decisions based on available information.
Adaptability and Continuous Improvement:
-Willingness to learn and adapt to new technologies and challenges, and to continuously improve IT services.
Efficiencies:
Excellent time management and organizational skills.
Ability to work effectively under pressure and meet deadlines.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.
NYU Langone Health is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.
View NYU Langone Health's Equal Employment Opportunity (EEO) policy, Know Your Rights: Workplace discrimination is illegal.
NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $97,589.96 - $120,569.46 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
To view the Pay Transparency Notice, please click here
NYU Langone Health
$97,589.96 - $120,569.46 / yr
May 07, 2025