ITIL Manager
Symphony Health Solutions - Phoenix, AZ

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Job Identification

Job Title:
ITIL Manager

Infrastructure Services

Phoenix, AZ

Reporting To:
Department Manager, Infrastructure services

Basic Function

The ITL Manager is responsible for working with various functional areas to assist in the development of project timelines, coordination of work, the setting and tracking of various goals and deliverables, and key indicators of IT Performance (KPI's) and implementation of the set program.

Essential Duties and responsibilities

Drive continuous service improvement through metrics and management.

Develop ITSM process strategies for supporting the achievement of operational excellence in IT.

Build strong partnerships with the operations leaders in business units and senior IT management resources.

Develop innovative approaches for leading activities necessary for achieving operational excellence.

Work closely with Process owners to develop consistent, enterprise approach to ITSM processes.

Analyze current state of ITSM processes in order to determine the best business improvement opportunities.

Regularly present strategies, plans and progress/feedback on initiatives to the Leadership Team.

Identify, design, implement and maintain the processes and policies in accordance with industry practices.

Participate as member of critical committees such as the Change Advisory Board to facilitate priorities and new requests.

Develop requirements for ITSM enabling technology to support critical processes. Participate in selection and ongoing vendor management of enabling technology providers.

Define and implement Key Performance Indicators and Metrics for support and operational related activities.

Provide documentation, training, and mentoring to internal and external resources to ensure appropriate awareness and competency levels within the organization.

Lead efforts to improve processes with appropriate qualitative and quantitative measures while leveraging established industry guidelines and benchmarks.

Establish and maintain documentation related to ITSM processes, including IT Support, metrics reporting, and end user communications.

Participate as member of the Organizational Change Management leadership team to define and drive required organizational change.

Participate or lead audit programs for ongoing compliance to processes and continuous improvements.

Job Qualifications

Minimum: Bachelor’s Degree in Computer Science, Information Technology or related field with at least 10 yrs of work experience

Preferred: Master degree in Computer Science or Information Technology.

Healthcare experience strongly preferred.

A minimum of 7 year’s experience in IT process design and implementation including at least one year as an overall ITSM process architect.

ITIL V3 Foundations certification required with Practitioner Certifications or Service Manager Certificate (e.g. Managing across the Life Cycle) strongly preferred.

Ability to apply knowledge of existing ITSM processes and industry process engineering methodologies and principles to daily assignments and activities.

Strong experience managing multiple projects or large programs.

Strong understanding and use of KPIs and metrics to manage performance.

Ability to document and maintain ITSM documentation (processes, procedures, workflows, communication/training material, etc.).

Ability to lead the development of new processes and procedures within IT working with stakeholders from across IT groups and business units.

Ability to support the integration and organizational adoption of IT processes, standards, policies and controls.

Strong cross-functional relationship management experience.

Ability to lead a team of process analysts and to lead group facilitation and training sessions.

Experience in ITSM improvement project using industry frameworks for a large enterprise.

Excellent written and verbal communication skills.

Excellent presentation skills.

Excellent analytical skills to define and measure Continuous Service Improvement


  • Domestic travel approximately 10% of work time.
  • Ability to travel independently.
  • Ability to travel by air.
  • Valid driver’s license.
  • Ability to obtain a credit card.

Source Healthcare Analytics is a Symphony Health Solutions company.

Source Healthcare Analytics is a leading provider of information and analytics to the pharmaceutical, biotech and financial industries. The company’s brands include Source, ProMetis and inThought. A longstanding provider of market data and healthcare analytics, Source offers a unique set of comprehensive patient and physician-level prescribing and usage data. ProMetis provides a three-dimensional market view of prescriber, patient and payer activity in a breakthrough, integrated platform. Led by a team of industry veterans with extensive sell-side research experience, inThought delivers actionable market research reports read by pharmaceutical and healthcare professionals worldwide.

Symphony Health Solutions provides comprehensive and multi-dimensional understanding of relevant information necessary to measure performance and inform strategies for optimal business decision-making. Focused on conveying value through information to the life sciences and healthcare industries, each of its units brings deep sector expertise and innovation in the delivery of insight to our client partners. Symphony Health Solutions is comprised of Source Healthcare Analytics and ImpactRx, which recently acquired TargetRx and AlphaDetail.

Symphony Technology Group (STG), a strategic private equity firm with the mission of investing in and building software, data and technology-enabled service companies. In addition to capital, STG provides transformation expertise to enable its portfolio companies to deliver more value to clients to retain and attract the best talent, and to achieve best-in-class business performance. All STG portfolio companies are expected to grow through innovation. STG’s current portfolio consists of 15 global companies with combined revenue of $2.5 Billion, and 15,000 employees spread evenly across North America, Europe and Asia.

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