Service Delivery Management Team

What We Do

Our team plays a critical role in supporting departmental IT operations, ensuring smooth workflows, and driving strategic initiatives. We focus on four core service areas:

Guidance

We are your technology partners! We provide expert guidance to departments on best practices, system usage, and IT policy alignment. This includes helping teams navigate EMR workflows, optimize system configurations, and make informed decisions about technology adoption. We act as trusted advisors, offering clarity and direction in a rapidly evolving tech landscape

Your Voice to the Information Technology Department

We are your advocates for IT. If there's technology you need or want to investigate, we'll work with you and the IT Department to make the case for your interest. If there are issues you can't work out, you can count on the SDM team to help get things done

Escalations

We serve as the escalation point for complex or unresolved IT issues that require deeper investigation or cross-team coordination. Whether it's a persistent system error, an integration challenge, or a vendor-related concern, we step in to ensure a timely resolution and clear communication. Our goal is to minimize disruption and restore functionality with minimal impact to users.

Projects

Our team leads and supports a variety of IT projects, from system upgrades and new tool implementations to workflow redesigns and data integrations. We manage timelines, coordinate stakeholders, and ensure deliverables align with departmental goals. Whether we're driving initiatives or collaborating with other teams, we bring structure, accountability, and technical insight to every project

Regular Department IT Review Meetings

We facilitate ongoing IT review meetings with departments to maintain alignment, track progress, and surface emerging needs. These sessions provide a forum for open dialogue, status updates, and strategic planning. By maintaining regular touchpoints, we ensure that IT remains responsive, proactive, and integrated with departmental priorities.

How to Contact Us

Your department management has met with your Service Delivery Manager, and those individuals have our direct phone numbers and email addresses so they can contact us. For general information or issues, you can email CUIMCITSDMTeam@cumc.columbia.edu after opening a ticket and include the ticket number in your message. The SDMs monitor that mailbox and will get back to you.

  • Eric Steinhardt

    • Director

    Eric Steinhardt has joined the Service Delivery team having been the Director of IT for the Department of Pathology and Cell Biology since 2013.  Eric has four decades of experience in IT, with almost 30 years in healthcare IT, having began his career as a mainframe programmer in 1986. He has held positions as a network administrator, Help Desk manager and IT Security Official in several healthcare organizations. 

    Eric holds a Masters of Public Health (MPH) degree with a concentration in healthcare policy and administration.  He is a Fellow of the American College of Healthcare Executives (FACHE) and is a College of Healthcare Information Management Executives (CHIME) Certified Healthcare Chief Information Officer (CHCIO – Eligible).

    As a Service Delivery Manager, Eric acts as the liaison between clinical departments and CUIMC-IT, monitoring work queues for the team, acquiring IT hardware, assisting department users in escalating issues they’ve opened, develops policies and procedures, and building performance metrics for the SDM Team.  His current portfolio includes the Department of Pathology and Cell Biology, Radiation Oncology and the Biobank Resource for Investigating Disease, Genes and Environment (BRIDGE) Laboratory.

    Eric is a lifelong Brooklynite, former Emergency Medical Technician and is known as the unofficial comedian, poet and songwriter of the Information Technology Department.

  • David Wentsler

    • Senior Service Delivery Manager

    David Wentsler, has been With CUIMC since November 1, 2015. He currently works in the role as a Senior Manager within the Service Delivery Managers. He hails from Akron, Ohio, but has called New York home for the past 26 years. Armed with a Master’s degree in Technology Management from Columbia University, he brings a wealth of knowledge to the team.   

    David is not only a dedicated family man to his wife and two sons; but also a passionate problem solver with a keen interest in understanding the underlying technology in any given situation. His solution-oriented approach, coupled with a commitment to sharing his technological expertise, has made him a sought-after expert.

    David's transparency, humility, and continuous dedication to honing his craft, along with an admirable ability to acknowledge limitations, contribute to his reputation as an exceptional problem solver and solutions provider within the department.

    Beyond the professional realm, David's love for music, instilled by his grandfather, an OBGYN surgeon who played in big bands, is a noteworthy aspect of his personality. With an undergraduate degree in Jazz, he has contributed his musical talents to several bands, showcasing the diverse and multi-talented nature of his character.

  • Ed Ramos

    • IT Support Coordinator

    As an IT Support Coordinator, Ed Ramos supports and serves as liason between several clinical and research departments and CUIMC IT

    Before joining Service Delivery Management team, Ed served as a Senior Support Analyst for the Mailman School of Public Health (MSPH). Most recently, he was mainly focused on Jamf Pro MDM and Mac OS administration.  However, he also served as a temporary AWS admin and the Onbase administrator for the Office of Student affairs

    In 2023, Ed received his Masters Degree in Technology Management from Columbia University.  All of this combined with the dynamic and varied work environment of MSPH has provided Ed with deep technical experience, the ability to connect and work closely with a wide user base and an understanding of the business needs of a given department or group

    Prior to his career in IT, Ed worked in Film, TV and Broadcasting having earned his undergraduate degree from NYU Tisch School of the Arts

  • Shay Shaked

    • IT Support Coordinator

    Shay currently serves as a Service Delivery Manager for CUIMC IT, bringing a unique blend of technical expertise, educational insight, and a healthy dose of curiosity to the role. Prior to joining the Service Delivery team, Shay spent two years as the IT Information Library Coordinator, where he authored user-friendly documentation, tracked IT policies, and managed content for the CUIMC IT website, essentially making complex tech sound simple.

    Before that, Shay spent five years at the College of Dental Medicine, where he led teams in both server support and desktop operations. His knack for bridging the gap between people and technology was evident early on, having worked in educational settings as both an IT professional and a teacher. He holds a Master’s degree in Special Education and a Bachelor's in Technical Communications. 

    Shay’s professional toolkit includes certifications in macOS Integration, CompTIA Security+, and Google Workspace Administration. As a Service Delivery Manager, he acts as a liaison between CUIMC IT and clinical departments, ensuring smooth communication, timely support, and the occasional miracle. He currently supports the College of Dental Medicine and has recently expanded his scope to include the Department of Obstetrics & Gynecology, assisting with their transition into CUIMC IT from a department-specific IT structure.

    At heart, Shay is a people person who thrives on solving problems—whether they’re real, theoretical, or just waiting to happen. He values organization and thorough documentation, even if his immediate surroundings suggest otherwise (which he prefers to call "creative chaos"). When not at work, Shay enjoys tinkering with tech projects, writing, photography, and jogging - usually not all at once.

  • José Fernando Gonzalez

    • IT Support Coordinator II

    José (we call him Fernando) supports several clinical and research departments as part of the Service Delivery team, helping connect their needs with the right IT services and solutions. His work in IT at Columbia began when he was a student at the School of General Studies supporting the Student Computer Labs, and over the past 20+ years, Fernando has had the opportunity to work with faculty, clinicians, researchers, and staff across many areas of the medical center.

    Fernando studied Computer Science at the Columbia University School of General Studies and holds CompTIA A+ and Cisco Certified Network Associate (CCNA) certifications. These experiences helped build the technical foundation that he continues to apply in supporting end-user computing, service delivery initiatives, and departmental technology projects.

    Fernando values building strong relationships and helping people navigate technology so that it works smoothly in support of patient care, research, and education. Outside of work he enjoys walking in the city, exploring good food, and Cuban salsa dancing