ITC Service Manager

To lead ITC in best practices for the effective and efficient design, development and delivery of ITC services that support current and future institutional initiatives and help lead ITC towards customer-driven, value-added ITC solutions

• Knowledge of project management strategies including Agile, Kanban and Waterfall

• Understanding of ITIL frameworks, tools and techniques or similar IT service delivery methodology

• Knowledge of service delivery tools (ServiceNow preferable)

• Ability to interact positively with peers and upper management

• Strong oral and written communications skills

• Strong desire for creativity and innovation

• Excellent problem-solving skills

• Ability to work well in a team environment

• Collaborative, creative and flexible

• Confident, conscientious and reliable

• Self-motivated and pragmatic

• Ability to work on multiple projects simultaneously

• Excellent analytical, planning and organizational skills as related to IT services
  Five years experience in one or more of the following:

• Experience in software design, development and implementation

• Experience in the software development lifecycle (SDLC)

• Experience in project management

• Experience in IT service delivery

• Bachelor’s degree in Computer Science or a related field or the equivalent combination of education and experience.

• ITIL, PMP and/or other IT related certification preferred

Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.

Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Service Management

• Support service catalog and service portfolio management and maintenance

• Identify, document and implement opportunities for continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders

• Recommend, establish and record relevant KPIs

• Identify opportunities for collaboration between ITC and institutional stakeholders while engaging and strategizing with business relationship managers within ITC

Project Management

• Lead and/or manage projects in collaboration with ITC service teams

• Mentor project teams on Project Management best practices

Business Analysis

• Analyze, define and document best practices, standards, principles and functions that will successfully transform ITC into a service-oriented, customer-driven, value added organization for the institution

• Identifies, analyzes, and documents business requirements to ensure that information systems meet departmental operating needs

• Service management reporting and analysis
  Administrative

• Ability to listen effectively, respond to sensitive inquiries or complaints, cope with an ambiguous or changing environment and have an unfailing sense of humor

Diversity and Inclusion

• Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.

• Other duties as requested by the Director of Service Management