Mgr,Srvc Delivery& Integration

City of Hope

Duarte, CA

Job posting number: #7236702 (Ref:10025791)

Posted: April 17, 2024

Salary / Pay Rate: $48.78 - $81.47 / hour

Application Deadline: Open Until Filled

Job Description

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. Our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

As a successful candidate, you will:

The Manager of Service Delivery & Integration is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Manager of Service Delivery & Integration is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Manager of Service Delivery & Integration is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Manager of Service Delivery & Integration will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

  • Manage the processing of incoming tickets to the Service Desk via telephone, email and self-service portal to ensure courteous, timely and effective resolution of end user issues.
  • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in Service Desk requests and generate statistical reports.
  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary.
  • Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
  • Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
  • Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and communication of help sheets, usage guides and FAQs for end users.
  • Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
  • Oversee the development, implementation and administration of service desk staff training procedures and policies.
  • Train, coach and mentor Service Desk Technicians and other junior staff.
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Attend Change Advisor Board (CAB) meetings.
  • Performs other related duties as assigned or requested.

Your qualifications should include:

  • Bachelor’s Degree in Computer Science, Information Systems or related discipline (The minimum experience plus 4 years will be accepted as substitute for education)
  • 1-2 years of experience in a lead/supervisory capacity, 5-8 years of information technology/project management experience in a dynamic, fast paced business environment. 5 or more years of proven experience managing multiple staff resources and related functions.

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here.

To learn more about our Comprehensive Benefits, please CLICK HERE.

Salary / Pay Rate Information:
Pay Rate: $48.78 - $81.47 / hour

The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.



City of Hope is a community of people characterized by our diversity of thought, background and approach, but tied together by our commitment to care for and cure those with cancer and other life-threatening diseases. The innovation that our diversity produces in the areas of research, treatment, philanthropy and education has made us national leaders in this fight. Our unique and diverse workforce provides us the ability to understand our patients' needs, deliver compassionate care and continue the quest for a cure for life-threatening diseases. At City of Hope, diversity and inclusion is a core value at the heart of our mission. We strive to create an inclusive workplace environment that engages all of our employees and provides them with opportunities to develop and grow, both personally and professionally. Each day brings an opportunity to strengthen our work, leverage our different perspectives and improve our patients’ experiences by learning from others. Diversity and inclusion is about much more than policies and campaigns. It is an integral part of who we are as an institution, how we operate and how we see our future.


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