IT Service Manager

UCSC strives to embrace diversity in all its forms; it strives to be an inclusive community that fosters an open, enlightened & productive environment.

Involves managing technical projects having a defined beginning and end. Manages the project's framework processes and methodologies involving departmental or cross-functional teams. Plans, coordinates and monitors scope, requirements, schedules, budgets, resources, tasks, risks, staff and deliverables. Monitors the project from initiation through completion. Organizes the management and completion of projects.

Applies skills as a seasoned, experienced technical project management professional with a full understanding of project management frameworks and methods, relevant policies and procedures to resolve a wide range of issues. Demonstrates competency in selecting methods and techniques to obtain solutions. Manages projects of diverse scope, size, impact, budget and/or project team size.

The IT Service Manager facilitates and manages the design and implementation of services that support the campus community. Requires the use of best practices, research, data analysis, process development and program/project management. Leads cross organizational teams and works with various IT and campus groups towards solutions for the betterment and efficiency of the campus. The IT Service Manager promotes the principles and practice of IT Service Management within the division.

This IT Service Manager will have a focus on IT Request (based on ServiceNow) Service Area. The IT Service Manager will work closely with the ITSM Manager on supporting ITSM governance and leveraging knowledge and experience to deliver end-to-end solutions for our clients within ServiceNow which includes architecting technical implementations of IT and business processes, organizing and prioritizing development effort, interfacing with vendors and management. Specific assignments are subject to change.

Working at UCSC puts you in the center of a world class hub of teaching and research, in a setting of incredible natural beauty, with a team of dedicated, professional colleagues. Information Technology Services (ITS) at UC Santa Cruz offers the campus a wide range of systems and services that support instruction, research and operations. 

• We are a group of enthusiastic people who produce extraordinary results.
• We value a workplace where individuals know that they can truly make a difference.
• We value people who care about each other, the quality of our services, and the satisfaction of our customers.

Come work with us! We're looking for bright and energetic people who want to make a difference.

Qualifications include:

Bachelor's degree in related area and/or equivalent experience/training. Professional certification preferred. 

Knowledge of ITIL/IT Service Management and IT processes and practices. 

Working knowledge of the ServiceNow ITSM Platform or other similar ITSM tool.

Knowledge of professional concepts that includes project lifecycle management, and software development lifecycle.

Working knowledge of technology-related products, services and initiatives.

Selected candidate will be required to pass a criminal history background check.

Position is open until filled; Initial Review Date: 04-26-2018