Manager of Enterprise Systems

Position: Manager of Enterprise Systems

Job ID: 402598

Location: US-TX-Houston

Department: Enterprise Reporting

Talent Area: Information Services

Full/Part Time: Full time

Regular/Temporary: Regular

Shift: 8am - 5pm

About Texas Children's Hospital

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.

Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, the first hospital devoted to children’s care for communities north of Houston. We have also created the nation’s first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.

To join our community of 14,000+ dedicated team members, visit for career opportunities. You can also learn more about our amazing culture at

Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.


We’re looking for a Manager of Enterprise Systems, someone who’s ready to grow with our company. We are looking for a leader to grow our Process Automation Program (IPA/RPA) and provide leadership support for Service Now. The Process Automation program (UiPath) is in it’s infancy, and this leader will help mature it to provide the enterprise benefits that process automation promises. As the Service Owner for Service Now, this leader will work with users and our Managed Service Provider to maintain Service Now as well as to deploy new features.

In this position you are responsible as the Service Owner for specified services identified in the Business and Technical Service Catalog. In the role of Service Owner, the position is expected to maintain performance within agreed upon service levels, manage, and develop service, continuously improve the quality of service, and work with Leadership to implement and retire services. To provide support for production systems by planning, managing, and maintaining an effective information systems network of users and managing the production activities of the system including education, training, and utilization.  

Job Duties & Responsibilities:

  • Manages and Develops Service
  • Allocates appropriate personnel and resources to ensure delivery of consistent, high-quality service
  • Oversees the daily operations of the service, ensuring compliance with policies and procedures and service agreements
  • Manages services throughout the service lifecycle, including creation and deployment of new services, and enhancements and retirement of existing services throughout the Texas Children’s. 
  • Establishes and implements short and long-range goals, objectives, policies, and operating procedures for the service that link to IS priorities; set appropriate stretch goals and stay focused to persistently drive to meet or exceed those goals. 
  • Gathers and analyzes data, reports, and customer satisfaction levels to monitor service and performance and ensure achievement of SLA metrics/goals; recommend service, delivery and process improvements and enhancements. 
  • Promotes process efficiency by working with a team to reduce unnecessary steps and delays or develop more effective processes. 
  • Represents the service in the Change Control process by determining potential impacts to the services and mitigation actions required to minimize impacts. 
  • Establishes and maintains service entry in the Service Catalog and ensures ongoing accuracy of entry. 
  • Coordinates and manages services across functional areas by collaborating with other service owners in the resolution of operational issues and requests to ensure consistent, high-quality service to customers. 
  • Collaborates with Process Owners and ensures high quality and frequent communications throughout the Service Management Lifecycle. 
  • Promotes effective communication with the Integrated Service Desk for First Call Resolution. 
  • Educates staff on processes and procedures. 
  • Ensures staff has the correct skills to deliver their service. 
  • Establishes and monitors vendor accountabilities. 
  • Ensures Customer Service. 
  • Oversees Incident Resolution. 
  • Manages System Operations. 
  • Ensures Coordination with Established Policies, Procedures and Standard. 
  • Strives to achieve the goal of accreditation. 

Skills & Requirements:

  • Being fully vaccinated against COVID-19, including any booster dose(s) of the COVID-19 vaccine recommended by the Centers for Disease Control when eligible, is required for all employees at Texas Children’s unless approved for a medical or religious exemption 
  • Required H.S. Diploma or GED 
  • Preferred ITIL 3 - ITIL Version 3 Foundation Exam 
  • Required 9 years' experience in information systems selection, implementation, or support with preferred management experience 
  • A bachelor's degree will substitute for 4 years of experience 

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