Director of IT Service Management

Northern Arizona University, AR

Job Level

Senior position

Post Date

06/17/2018

Job Category

Director

Sector

Information Technology

Job Status

Areas of Responsibility

Services / Service Management

Link to Job Posting

The Director of IT Service Management will report to the Vice President of Information Technology Services and Chief Information Officer. The position provides leadership for a central department within the Division of Information Technology Services.

This position will be responsible for championing best practices and managing a team for the development of service management processes based on ITSM constructs. The Director is responsible for driving the following initiatives:

Define and implement a strategy to drive adoption of service management and operational best practices relevant to on-premise and cloud computing services.
Ensure all service management processes enable ITS service agility.
Create an environment that supports customer self-service and automation of routine service requests.
Foster continuous service delivery optimization and improvement.
Identify resources and sourcing of service management operations support.
Develop self-auditing and compliance capabilities around ITSM procedures.
Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools.

KEY RESPONSIBILITIES INCLUDE:

Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting.
Define roles and responsibilities for the department.
Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
Accountable for building, publishing and the utilization of the service catalog.
Develop and drive implementation of the service management, Tools and Monitoring / Logging strategy and associated business processes across the IT organization.
Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
Develop performance measures and consistently report metrics to IT Services Leadership team.
Lead 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.
Provide direction and goal setting on strategy and operations.
Provide tactical and strategic recommendations based on ITSM key performance measures.
Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization.
Establish and run Advisory Group reviews with NAU stakeholders.
Interface with other ITS teams and NAU business unit leads to ensure collaboration and coordinated strategy to meet service management goals and objectives.
Mentor service and process managers on ITSM concepts.
Manage departmental budgets and forecast appropriately.
May be responsible for on-call duties and response to emergencies on-site as needed.
Other related duties as assigned.

Minimum Qualifications

Bachelor's degree in Computer Science or related field AND minimum of eight years demonstrated experience in ITSM and/or information technology. OR;
Master's degree in Computer Science or related field AND minimum of six years demonstrated experience in ITSM and/or information technology. OR;
Any equivalent combination of experience, training, and/or education.

Preferred Qualifications

Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.
Knowledge of Higher Education environments and service that support multiple business verticals in a higher education environment.
Knowledge of change management methodology (PROSCI ADKAR).
Knowledge of ServiceNow™, Splunk™ and other tools used in ITSM environment.

Knowledge Skills and Abilities

In-depth knowledge of IT Service Management (ITIL) frameworks.
Demonstrated experience in leading process improvement and organization change initiatives.
Proven expertise and overall responsibility in customer service and contact center services, performance and new generation capabilities.
Excellent presentation, time management, and collaborating skills.
Technical competence (understand service offerings, etc.).
Motivated, goal oriented, persistent and a skilled negotiator.
High level of initiative and work well in a team environment.
Handles stressful situations and deadline pressures well.
Plans and carries out responsibilities with minimal direction.
Ability to work with people from a variety of different culturally diverse backgrounds.