Director of Service Management

University IT (UIT), part of the Business Affairs organization at Stanford University, is dedicated to delivering world-class service and technological solutions to advance research, teaching and learning, administration, and healthcare. 

The Service Management Office (SMO) within UIT seeks a talented leader to join our team as the Director of Service Management.

The role of the SMO is to design and facilitate the offering, provisioning, support, and perpetual improvement of technology services to our customers. We seek to provide a seamless and quality designed experience throughout the service lifecycle, ensuring that our services align with the overall University IT strategy.

You will lead the SMO in support of UIT’s ongoing transition from a technology unit to a service provider. You will maintain and develop a strong, creative team aimed at achieving consistency and efficiency in service delivery across UIT’s $150 million service portfolio. 

Additionally, you will continually improve UIT’s service management processes and infrastructure to address the organization’s highest priorities and develop systems that result in seamless, robust support for UIT and the rest of Stanford. Specific responsibilities of this position include:

• You will develop and evolve the overall vision, charter, and roadmap for UIT’s Service Management Program including best practices, standards, principles and functions that will continue UIT’s transformation into a service-oriented, client-driven, value-added organization. You will refine the program charter, communication plan, and governance model as needed.

• Lead implementation of UIT’s service strategy. Guide the Service Management team in service portfolio management and integrated service reporting. Work with service and business owners in identifying new services, and in replacing and decommissioning ongoing services, as necessary.

• Collaborate with other leaders across UIT to develop and implement comprehensive key performance and risk indicators along with related reporting.

• You will provide guidance and oversee management of key IT Infrastructure Library (ITIL) processes with full engagement of Process Owners (or the Process Council), such as incident management, change management, request fulfillment, event management, problem management, configuration management, software asset management, service catalog management, demand management, and service portfolio management.

• Work closely with service and business owners to integrate service management practices into the delivery of IT services with the objective of delivering reliable, repeatable IT services, at proper service levels.

• Lead continual service and process improvement through regular analysis of metrics.

  • Stay connected to the broader community; in collaboration and regular engagement with stakeholders, develop, manage, and refine the IT metrics program, developing key reports, key performance indicators (KPIs), and metrics packages for UIT leadership.

  • Identify metrics and implement reporting that will help the ITSM team measure customer satisfaction, establish service value, propose new service opportunities and strengthen the cycle of continuous improvement.

• You will provide vision and oversight for Stanford’ ServiceNow platform, including development of roadmap, specification of requirements, business process workflow mapping, systems integration and ongoing management, as well as modifications and enhancement.

• Work with campus partners and UIT Business Relationship Managers to understand the current and future demands from the Stanford community to inform the ServiceNow strategic roadmap.

• Guide and ensure Tier 2 level production support for the ServiceNow platform.

• Ensure end-to-end understanding of disparate business processes and systems, including linkages between business applications

• Identify gaps or shortcomings in current business process automation and drive automation and workflow improvements.

• Lead the development of project and resource plans to manage deliverables of business objectives, including timing, cost, and scope.

• You will guide a diverse team of professionals in the areas of service design, service development, service management, business analysis, ServiceNow production support, service metrics and reporting.

• You will champion an environment that attracts, retains, and develops world-class staff. Attract the best talent, drive performance, engagement, retention and make succession plans. Cultivate employee strengths, interests and passions to build greater value for the University. You will inspire team members to attain their personal and career goals and reach their potential by creating opportunities to advance their skills and careers while accomplishing University IT’s overall goals and objectives.

• Partner with functional managers to ensure departmental stakeholders are trained in ITSM concepts and practices, and that service and process owners are equipped to excel in their roles and responsibilities.