ITSM Program Manager

Position Summary
Reporting to the Associate CIO of Customer Experience, the ITSM Program Manager works closely with a team of Information Services staff, student employees, project/program managers and IT partners across the University to manage IT Service Management process design, creation, implementation and improvement. This role will be required to create and maintain standard processes and documentation as a way to facilitate repeatable and reliable service activities across Information Services. The ITSM Program Manager will manage student interns and provide guidance and direction to other technical and IT professionals. 

Though this position does not directly supervise professional IT staff, the ITSM Program Manager possesses authority to formulate and carry out management decisions or represent management's interests to taking discretionary actions as appropriate. This position provides input into the overall Customer Experience budget requests and expenditures but does not have any direct budgetary authority.

This position will participate in on-call rotations. 

Candidates who promote and enhance diversity are strongly desired.

Minimum Requirements
• Bachelor's degree from an accredited institution, or an equivalent amount of skills and experience. 
• Three years of technology service management experience demonstrating progressive responsibility.
• Two years designing, developing, and implementing ITIL or similar framework systems or processes.
• Experience with three or more of the following: change management, incident management, service desk, problem management, and service catalog. 
• Demonstrated basic IT knowledge, as obtained via work with applications, help desk operations, lab management, as a technical subject matter expert, etc.
• Experience producing documentation and/or creating repeatable procedures.

Professional Competencies
• Ability to work effectively with faculty, staff, and students from a variety of diverse backgrounds.
• Demonstrated problem-solving skills.
• Ability to adapt within a rapidly changing technical environment.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to audiences with a wide range of technical skills.
• Ability to work independently as well as in a team-oriented, collaborative environment.
• Excellent organizational skills and demonstrated attention to detail.
• Effective leadership, consulting, facilitation, consensus building, conflict resolution, and negotiation and team building skills.
• Demonstrated ability to work collaboratively with a team of diverse IT professionals, clients, partners.
• Demonstrated understanding of key trends in the IT industry, particularly on ITIL practice and technology.

Preferred Qualifications
• ITIL Foundations or higher certification.
• Experience leading a cross-functional IT team on complex ITSM process design.
• Experience in an enterprise IT or higher education environment.
• Experience with formal business process development and management.

FLSA Exempt: Yes