About the role

The manager will oversee all IT support delivery operations, field services, and end-user computing to ensure a high-quality digital employee experience. They are responsible for leading Tier 1-3 support teams, driving ITIL maturity, and integrating AI-driven automation within a clinical oncology environment.

What they look for

IT Service Delivery IT Operations Management End-user computing ITIL ITSM AI integration Automation Clinical support Healthcare regulations HIPAA IT Asset Management Budget management Change management Team leadership Service Level Agreements Predictive analytics

Requirements

Candidates must have 8-12 years of experience in healthcare IT support operations with a strong background in multi-site clinical environments. A bachelor's degree in a related field is preferred, along with advanced ITIL certifications and experience with ITSM platforms.

Benefits

Medical coverage Dental coverage Vision coverage Paid time off Health savings account 401k savings plan Flexible spending accounts Short-term disability coverage Long-term disability coverage Work-life resources Paid parental leave Healthy lifestyle programs

Full description

Position 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.

Responsibilities

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.

Qualifications

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 Sigma, or CPHIMS.
Ability to travel up to 20% of the time to regional clinical sites.
Available 24x7 for major incident escalation and critical support resolution.

What is expected of you and others at this level

Manages department operations and supervises professional employees, front line supervisors and/or business support staff
Participates in the development of policies and procedures to achieve specific goals
Ensures employees operate within guidelines
Decisions have a short term impact on work processes, outcomes and customers
Interacts with subordinates, peers, customers, and suppliers at various management levels; may interact with senior management
Interactions normally involve resolution of issues related to operations and/or projects
Gains consensus from various parties involved

Anticipated salary range: $105,100 - $150,100

Bonus eligible: Yes

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

Medical, dental and vision coverage
Paid time off plan
Health savings account (HSA)
401k savings plan
Access to wages before pay day with myFlexPay
Flexible spending accounts (FSAs)
Short- and long-term disability coverage
Work-Life resources
Paid parental leave
Healthy lifestyle programs

Application window anticipated to close: 10/14/2026 *if interested in opportunity, please submit application as soon as possible.

The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

#LI-Remote

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

To read and review this privacy notice click here