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Skills: IT Service Delivery, ITSM, ServiceNow, Global Service Desk, IT Asset Management
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Full-time
bachelor degree, postgraduate degree, professional certificate
Posted 24d ago
~40 hrs/week
Responsibilities
The AVP of IT Service Delivery is responsible for leading global IT operations across the US, Jamaica, and Colombia, overseeing service desk, asset management, and ITSM processes. This role drives operational excellence, service transformation, and automation while ensuring alignment with organizational goals and stakeholder expectations.
Requirements
Candidates must have 15+ years of experience in IT infrastructure and service delivery, with at least 5 years in senior global leadership roles. A bachelor's degree in a technical field is required, with a preference for an MBA and certifications such as ITIL v4 or ServiceNow.
Full job description
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
AVP- IT Service Delivery
Job Description:
Associate Vice President (AVP) – IT Service Delivery
Location: Based out of US Elpaso , managing US, Jamaica and Colombia
Function: Global Technology Engineering & Workplace Solutions (GTEWS)
Position Summary
The Associate Vice President (AVP) – IT Service Delivery is responsible for leading global IT Service Delivery operations across US, Jamaica and Colombia. The role oversees End User Services, Global Service Desk, IT Asset & Lifecycle Management, ITSM processes, Workplace Technology Services, Service Governance, ServiceNow adoption, and continuous service improvement initiatives, People Management, VOE, ESAT.
The AVP will drive operational excellence, customer experience, workforce productivity, automation, governance, financial accountability, and service transformation while ensuring delivery of world-class IT support services across all geographies.
This role requires a strategic leader capable of balancing operational performance, stakeholder management, service innovation, and organizational transformation initiatives.
Key Responsibilities
Service Delivery Leadership
Lead and manage global IT Service Delivery operations across all supported geographies.
Own end-to-end service delivery performance, customer experience, and operational excellence.
Establish and monitor service delivery KPIs, SLAs, OLAs, and operational scorecards.
Drive service consistency, process standardization, and governance across regions.
Lead periodic service reviews with business leadership and executive stakeholders.
IT Service Management (ITSM)
Drive adoption and maturity of ITIL-based processes including:
Incident Management
Major Incident Management
Problem Management
Change Management
Service Request Management
Knowledge Management
Ensure service performance targets are achieved through proactive monitoring and governance.
Lead continuous improvement programs based on service trends and root cause analysis.
Global Service Desk & Workplace Services
Oversee Global Service Desk operations providing 24x7 support coverage.
Drive improvements in FCR, AHT, SLA compliance, CSAT, ESAT, and service quality metrics.
Bachelor's Degree in Engineering, Computer Science, Information Systems, or related field.
MBA preferred.
ITIL v4 Managing Professional / Expert Certification preferred.
ServiceNow ITSM/HAM certification desirable.
Lean Six Sigma or process improvement certifications preferred.
Location:
El PasoUnited States of America
Related keywords
IT Service DeliveryITSMServiceNowITILAsset ManagementGlobal Service DeskWorkplace TechnologyOperational ExcellenceSLAKPIAutomationDigital TransformationVendor ManagementIncident ManagementProblem ManagementChange Management
Sagility is the foremost expert in healthcare operations with over 25 years of experience across the entire value chain—upstream, midstream, and downstream. We combine deep domain expertise, tech-led transformation, and trusted collaboration to help healthcare organizations achieve operational excellence and deliver better outcomes.
• 𝐃𝐞𝐞𝐩 𝐃𝐨𝐦𝐚𝐢𝐧 𝐄𝐱𝐩𝐞𝐫𝐭𝐢𝐬𝐞: We understand healthcare operations like no one else. Our knowledge is embedded in every process, enabling us to create meaningful value for payers, providers, and other stakeholders.
• 𝐓𝐞𝐜𝐡-𝐋𝐞𝐝 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧: Transformation is more than deploying point solutions or isolated AI use cases. We reimagine end-to-end workflows, architecting integrated designs that drive efficiency, scalability, and innovation.
• 𝐓𝐫𝐮𝐬𝐭𝐞𝐝 𝐂𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧: We build on the trust our clients place in us by fostering a robust ecosystem of partners—including consulting firms, software providers, platform companies, system integrators, and cloud innovators—to deliver comprehensive solutions delivering higher ROI.
At Sagility, we are mastering the art of leading with AI-first mindset that is grounded in compliance powered by the passion of our people to deliver value across the continuum of healthcare operations. With a presence across 5 countries and a strong workforce of nearly 45,000 employees, we bring global scale and expertise to every engagement.
Offices: 3455 Peachtree Rd NE, Suite 700, Atlanta, Georgia 30326, US
Health CareBillingConsultingMedicalTechnical Support
How many Healthcare jobs are open in El Paso, TX right now?
There are currently 999 open healthcare positions in El Paso, TX listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Healthcare roles in El Paso, TX?
Companies currently hiring include Tenet Healthcare, El Paso Children's Hospital, Becton, Dickinson and Company, Aiken Regional Medical Centers, CVS Health, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Healthcare jobs in El Paso, TX?
Yes — 63 of the 999 open healthcare positions offer remote or hybrid work (32 remote, 31 hybrid).
How do I apply for Healthcare jobs in El Paso, TX?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.