Position Summary/About the role

Title: Lead Service Management Specialist
Location: New York, NY
Duration: 3 months
Job Description:
The Lead Service Management Specialist provides expert guidance and hands-on support for our organization's IT service management. This senior-level position is crucial for ensuring the stability and integrity of our production environment through the effective application of industry best practices and our internal processes. In this role, you will apply the ITSM model, ITIL, and COBIT process frameworks to lead the day-to-day operations of our change and release management team. You'll serve as a mentor and coach, working closely with technical build and run engineers to coordinate the installation and updating of production infrastructure, systems, and application components. Your leadership will be key to championing adherence to our Change, Release and Problem Management processes and driving continuous improvement.
SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide expert guidance and oversight for our Change Management Framework, leading Go-Live initiatives and Change Advisory Board (CAB) meetings.
Lead the coordination and deployment of all software and hardware releases, ensuring they are executed smoothly and with minimal impact.
Act as the primary subject matter expert for Change and Release processes. You'll coach and mentor technical teams, ensuring all changes are processed and documented in full compliance with corporate policies.
Serve as a key liaison for the Service Desk and Operations Center, coordinating activities and follow-ups for changes that lead to service outages. You'll also participate in Root Cause Analysis (RCA) to prevent future issues.
Proactively identify opportunities to improve process and tool efficiencies. You will champion initiatives to enhance inter-process dependencies and optimize workflows.
Develop and maintain high-quality process and procedure documents that support development and production operations, ensuring consistency and adherence to standards.
Perform other duties and/or special projects as assigned
This role is approximately 80% remote and up to 20% on-site.
The selected candidate must be able to come into the office to perform required work within 48 hours
Minimum Qualification:
The Manager of Administration will provide technical and application support for City Hospitals, demonstrate competent IT literacy and ability to support the technology and applications in the functional areas (Clinical, Business Applications, Financial and Infrastructure Applications) the person in this role is responsible for the on-going support at level 2.
General Tasks and Responsibilities Will Include:
Understands the flow of information through the Financial, Business, Clinical and Infrastructure applications
Responsible for documenting, researching and troubleshooting reported issues and requests
Fosters a business-oriented culture and mindset driven by continual service improvement techniques
Identifies and acts on opportunities for continuous improvement
Understanding critical business process for supporting EITS Applications
Triage requests or issues to ensure that our service level agreements (SLA) are achieved
Assist with the Enterprise Service Desk call volume when needed
Receive, prioritize, document and actively resolve end user help requests and Incidents
Triage requests and Incidents to ensure accurate transfers and escalation, per service level agreements (SLA)
Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
Follow escalation and paging procedures to ensure SLAs are being met
Provide support and services to users, seeking to resolve as many tickets as possible at level 1 and 2
Provide a positive experience to users through meeting and exceeding customer expectations, and engendering confidence that tickets will be resolved
Supervise and monitor staff
Plan, assigns and reviews the work of subordinates.
Directs the preparation of departmental budgets in conjunction with other departmental managers.
Coordinates the activities of the various segments of the department to assure timely and economical completion of projects.
Directs the preparation of cost estimates for current and proposed projects, reflecting the cost of equipment, man and machine hours required.
Establishes, reviews and controls documentation standards, including the development and control of forms.
Directs the collection and analysis of data and reports concerning departmental operations, methods, personnel utilization, space and equipment.
Monitor daily quality of tickets
Perform other duties and/or special projects as assigned
Educational Level:
A Baccalaureate Degree in Business Administration, Finance, Accounting or related fields; and,
Five years of progressively responsible experience in the fields of administration, office management, methods analysis, systems analysis and documentation, forms designs and control, two of which shall have been in data processing and management information systems; and,
General knowledge of computer and communication capabilities, E.D.P. applications, systems analysis methodology, data management and information retrieval techniques; or, Satisfactory combination of equivalent experience and education.
Years of Experience:
A Baccalaureate Degree in Business Administration, Finance, Accounting or related fields; and, 5 Years Relevant Experience.

About CVC

Compu-Vision Consulting, Inc. is a leading provider of consulting and workforce solutions across IT, healthcare, engineering, life sciences, and professional services. Since 1998, we have supported organizations nationwide with scalable, cost-effective services that drive innovation and operational excellence. Backed by an experienced professionals and strong industry expertise, Compu-Vision is a trusted partner helping mission-driven organizations navigating complex and evolving needs. Join us and be part of a team dedicated to quality, accountability, and measurable impact across industries.

Equal Opportunity Employer Note

Compu-Vision Consulting, Inc. is an Equal Opportunity/Affirmative Action Employer and does not discriminate based on age, color, disability, ethnicity, marital or family status, national origin, race, religion, sex, sexual orientation, veteran status, or any other characteristic protected by law.