Digital Transformation Sr. Manager

About MSM

Morehouse School of Medicine (MSM) is a place of distinction, serving as the nation's leading academic medical center for vulnerable populations. It's also a place for passionate individuals looking to join a dedicated community working today to help prepare tomorrow's leaders.

We exist to

• Improve the health and well-being of individuals and communities;
• Increase the diversity of the health professional and scientific workforce;
• Address primary health care through programs in education, research and service;

With emphasis on people of color and the under-served urban and rural populations in Georgia, the nation and the world.

At Morehouse School of Medicine, we're leading the creation and advancement of health equity. You will find a fulfilling career at MSM!

Posting Number: NONAC3563

Position Type: Non-Faculty

Number of vacancies

1

Salary

Commensurate with experience

Department: Information Technology

Position Summary

In support of Morehouse School of Medicine's Vision: "Leading the creation and advancement of health equity," the Department of Information Technology is seeking a Digital Transformation Manager. The Digital Transformation Manager is a key member of the Information Technology Services (ITS) leadership team, dedicated to service excellence and continual process improvement.

This role is responsible for modernizing IT software and ITIL processes and overseeing the transition from legacy to modern technologies. The Digital Transformation Sr. Manager will spearhead all activities in these areas, driving innovation and efficiency across the organization. Key performance indicators (KPIs) for this role include the successful implementation of modern technologies, process improvement metrics, user satisfaction, cost savings, and completion of projects. As a leader, the Digital Transformation Sr. Manager will ensure efficient and effective IT support while also leading efforts to modernize and optimize our digital infrastructure. This role will foster a culture of innovation, collaboration, and continuous improvement, ultimately enhancing the organization's ability to leverage technology for strategic advantage.

Key Responsibilities

• Drive transformative digital initiatives, including the implementation of ServiceNow, automation and integration projects, and ChatBOT development, to revolutionize our digital landscape.
• Implement and maintain ITIL methodologies and tools such as ServiceNow for data profiling, root cause analysis, and statistical process control to ensure data quality, security, and compliance alignment.
• Develop and execute strategic initiatives in collaboration with Microsoft and other business partners to support business objectives and significantly enhance operational efficiency.
• Provide management and technical direction to the Service Management team, including the Service Desk and Desktop Support team members, ensuring the unit operates in accordance with established procedures and practices.
• Participate in the Microsoft Data Hub initiative to position our institution at the forefront of digital innovation, leveraging cutting-edge technologies and best practices, to support our mission of advancing health equity.
• Set the strategy for and oversee the day-to-day operations associated with IT service management. This includes service requests, events, incidents, problems, and computing asset and change management.
• Act as custodian of SLAs, ensuring alignment and management of continuous services through definition, agreement, operation measurement, and review.
• Mentor and manage resources for ServiceDesk operations staff.
• Establish the ITSM practice using the ITIL framework in collaboration with Continuous Services leadership.
• Manage the IT service desk and desktop support, ensuring timely resolution of technical issues while providing excellent customer service.
• Oversee the external vendor relationship with Blackbelt Help, coordinating support and ensuring service level agreements are met.
• Identify and implement innovative ways to automate processes, remove redundancies, and improve efficiencies using tools such as AI, Microsoft Data Hub, Intune, and Autopilot.

Minimum Qualifications

Education

• Bachelor's Degree from a regionally accredited college or university.

Experience

• Minimum of five (5) years of IT operations management experience, including ITIL and Scrum process development and implementation.
• Experience with instructional technologies, distance education, and production systems in a higher education environment.
• Strong interpersonal skills and the ability to effectively communicate verbally or in writing with a wide range of individuals and constituencies in a diverse community.

Preferred Qualifications

Preferred Qualifications

• Experience in leading digital transformation initiatives.
• Proven track record of managing transitions from legacy to modern technologies.

Open Until Filled: Yes

Special Instructions to Applicants

This position may be funded partially or fully by sponsored/extramural funding and employment is contingent upon the continuance of funding.

Quick Link

https://careers.msm.edu/postings/22781

EEO Statement Summary

Morehouse School of Medicine is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Georgia State laws, regulations, and executive orders regarding non-discrimination and affirmative action. Morehouse School of Medicine does not discriminate on the basis of race, age, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, or gender identity or expression.

Immunization Requirements

It is MSM's Immunization policy that all Prospective Employees are encouraged to provide proof that they are vaccinated against COVID-19 prior to commencement of employment. If employment will commence during Flu Season, MSM requires all individuals to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless granted an exemption. Failure to provide proof of vaccination for any required vaccines or obtain an exemption from MSM will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination.

Qualifications

• Bachelor's Degree from a regionally accredited college or university
• Minimum of five (5) years of IT operations management experience, including ITIL and Scrum process development and implementation
• Experience with instructional technologies, distance education, and production systems in a higher education environment
• Strong interpersonal skills and the ability to effectively communicate verbally or in writing with a wide range of individuals and constituencies in a diverse community

Benefits

• Commensurate with experience

Responsibilities

• Increase the diversity of the health professional and scientific workforce;
• Address primary health care through programs in education, research and service;
• The Digital Transformation Manager is a key member of the Information Technology Services (ITS) leadership team, dedicated to service excellence and continual process improvement
• This role is responsible for modernizing IT software and ITIL processes and overseeing the transition from legacy to modern technologies
• Manager will spearhead all activities in these areas, driving innovation and efficiency across the organization
• Key performance indicators (KPIs) for this role include the successful implementation of modern technologies, process improvement metrics, user satisfaction, cost savings, and completion of projects
• As a leader, the Digital Transformation Sr
• Manager will ensure efficient and effective IT support while also leading efforts to modernize and optimize our digital infrastructure
• This role will foster a culture of innovation, collaboration, and continuous improvement, ultimately enhancing the organization's ability to leverage technology for strategic advantage
• Drive transformative digital initiatives, including the implementation of ServiceNow, automation and integration projects, and ChatBOT development, to revolutionize our digital landscape
• Implement and maintain ITIL methodologies and tools such as ServiceNow for data profiling, root cause analysis, and statistical process control to ensure data quality, security, and compliance alignment
• Develop and execute strategic initiatives in collaboration with Microsoft and other business partners to support business objectives and significantly enhance operational efficiency
• Provide management and technical direction to the Service Management team, including the Service Desk and Desktop Support team members, ensuring the unit operates in accordance with established procedures and practices
• Participate in the Microsoft Data Hub initiative to position our institution at the forefront of digital innovation, leveraging cutting-edge technologies and best practices, to support our mission of advancing health equity
• Set the strategy for and oversee the day-to-day operations associated with IT service management
• This includes service requests, events, incidents, problems, and computing asset and change management
• Act as custodian of SLAs, ensuring alignment and management of continuous services through definition, agreement, operation measurement, and review
• Mentor and manage resources for ServiceDesk operations staff
• Establish the ITSM practice using the ITIL framework in collaboration with Continuous Services leadership
• Manage the IT service desk and desktop support, ensuring timely resolution of technical issues while providing excellent customer service
• Oversee the external vendor relationship with Blackbelt Help, coordinating support and ensuring service level agreements are met
• Identify and implement innovative ways to automate processes, remove redundancies, and improve efficiencies using tools such as AI, Microsoft Data Hub, Intune, and Autopilot