Manager, IT Service Delivery

Summary At Navista, our mission is to empower community oncology practices to deliver patient-centered cancer care. Navista, a Cardinal Health company, is an oncology practice alliance co-created with oncologists and practice leaders that offers advanced support services and technology to help practices remain independent and thrive. True to our name, our experienced team is passionate about helping oncology practices navigate the future. Reporting directly to the Director of IT Operations, the Manager, IT Service Delivery and Field Services is directly responsible for overseeing all IT support delivery operations and field services. This leader will manage end-user computing (EUC) and remote hands services, elevating the overall Digital Employee Experience (DEX) to ensure frictionless, high-quality technical support. Overseeing the Tier 1–3 support teams, this role requires a strategic approach to aligning IT support operations with the critical needs of our oncology and clinical environments. This position is ideal for a transformational leader who will own the IT Service Delivery space, driving the evolution of our support operations to an advanced ITIL maturity level by leveraging AI, automation, and modern ITSM practices to support the organization’s rapid growth.

Lead and manage all IT support delivery operations and field services, focusing on a seamless digital experience for end-user computing and remote hands services. Directly manage, mentor, and develop Tier 1–3 IT support teams to ensure prompt and effective resolution of technical issues. Act as a strategic partner to clinical and business leaders, driving organizational change management to ensure high adoption of new IT services, self-service tools, and automated workflows. Spearhead the integration of AI-driven support solutions (e.g., chatbots, predictive analytics, AIOps) and zero-touch automation. Evolve the ITIL team to Level 4 maturity, championing modern ITSM practices to provide a highly efficient level of service for clinical teams. Define, track, and report on ITIL-standard Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Objectives and Key Results (OKRs), driving a culture of continuous improvement. Ensure high-quality clinical support delivery across multi-site practices and hospital settings, minimizing downtime and optimizing clinical workflows. Ensure all end-user computing, remote hands services, and support protocols strictly adhere to internal cybersecurity standards and healthcare regulations, including HIPAA. Oversee and manage the IT Asset Management (ITAM) and IT Service Management (ITSM) systems and processes. Manage the departmental budget, including CapEx and OpEx for end-user hardware, ITSM/ITAM platforms, and external vendor contracts.

8-12 years of experience leading IT support operations within a healthcare organization; strong preference given to candidates with proven experience managing support operations across a large volume of highly complex, multi-site medical practices, preferred Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or an equivalent combination of education and relevant professional experience, preferred Proven track record of leading IT service desk transformations, specifically implementing AI, automation, and self-service strategies in a complex, multi-site environment. Demonstrated strong emphasis on clinical support delivery across multi-site healthcare practices or within a hospital setting. Proven experience working within and enforcing ITIL compliance standards. ITIL 4 Managing Professional (MP), ITIL v3 Expert, or similar advanced ITIL certification is highly preferred. Experience with ITSM platforms such as ManageEngine or ServiceNow is a strong plus. Direct experience with Oncology support operations is a strong plus. Additional preferred certifications: HDI-SCM, Lean Six