Job Description

Job Summary

Manager, IT Service Management (ITSM) provides organizational leadership in design, implementation and improvement of mission-critical IT service management (ITSM) processes across the institution. Be an exceptional leader and change agent. This position will collaborate across the organization and help bring disparate teams together into a more cohesive unit operating with consistent service support processes and practices. Key responsibilities include ITSM process roadmap development; lead and/or co-chair ITSM governance groups, garner executive commitment for process driven service management initiatives, provide leadership and consulting services for process design & implementation initiatives. This role is also responsible for providing IT senior leadership with cross-process KPIs along with data-backed recommendations for continuous process and service improvement. This role will lead a team of 5 FTE’s to implement approved process improvements across all stakeholders, identify and implement ITSM platforms including service desk tools for process automation and instill a culture of service excellence.



General Duties

Lead strategic service management planning to achieve business goals by prioritizing service delivery initiatives and coordinating the evaluation, deployment, and management of current and future service management efforts.
Collaborate with the appropriate departments to develop and maintain a service management roadmap that supports organizational needs.
Develop and communicate business/technology alignment plans to IT management team, staff, partners, customers, and stakeholders.
Assist and support the use of unified ITSM tools; including design, testing, and process implementation.
Accounting and budgeting for Service Management function and associated platforms.
Develop, lead and inspire the team. Be a magnet for talent and accelerate the hiring of strong contributors to the team. Solidify succession plans and enhance management capabilities to meet strategic and operating objectives of the department.
Principal Accountabilities

Service/Process Leadership
Develop and maintain a ITSM road map
Lead and/or co-chair ITSM governance groups.
Design, implement, manage and continuously improve core ITSM processes across all stakeholders
Communicate and champion ITSM and process improvement initiatives within the IT division and across the university.
Identify roles and responsibilities to support processes
Identify and implement necessary service support tools including ITSM platform in support of the process automation
Provide leadership teams with tactical and strategic recommendations based on process KPIs
Develop, implement and manage process compliance
Audit documentation of core processes to insure cross-process continuity, alignment with continuous improvement roadmap
Mentor other process managers (within and outside of ITSM team)
Create all Service management reports for distribution to Management
Provide necessary training and support


Operational Support

Responsible for process support activities; maintain process deliverables.
Facilitate operational meetings in relation to regular process activities
Measures, interprets and analyze data collected in the service management tool to prepare reports and statistics for use by management to identify historic trends. Identify areas to focus customer education and training activities
Provides information that allows support processes to be optimized, incidents to be reduced, and management planning to be carried out
Recommends changes in operation of the service support functions to respond to changing customer requirements/expectations and to improve management of customer service issues.
Assist with other departmental activities as required to maintain required levels of service to our customers
Interact with customers regularly to build relationships and ensure customer satisfaction through Quality & Service Value
Lead process improvement teams
Project Leadership
Accountable for all ITSM projects – Initiate, plan, build, control and close.
Work closely With Project Management Office to apply project management principles and industry best practices to all approved projects
Lead and participate in project scope development, project status reporting, schedules project execution, manage vendor performance and customer expectations, and facilitate meetings. Interact closely with the PMO for planning and status reporting
Coordinate IT resources for project and operational support


Supervises & Manages

Provide work direction and/or supervise staff such as subordinates, contractors, vendors, students, etc.
Provide leadership and guidance in organization development towards a high performing team focused on improving customer experience.
Day to day management of service management team for efficient and effective use of resources
Provide supervisory responsibilities to develop and grow a high performing team – talent management, performance evaluations, staff development
Motivate and guide team members to continuously improve performance deliverables.
Foster a team atmosphere within the organization and other departments by interacting with others in an honest and straightforward manner, listening to and valuing the opinions and ideas of others, sharing knowledge, and helping others to accomplish goals
Respond flexibly & positively to change through active involvement
Work with other IT staff in functional or cross-functional teams to meet goals, objectives, and responsibilities
Conduct regular refresher training for the team on processes & policies
Set the example in establishing and maintaining a professional demeanor in conducting job duties and accepts accountability for their performance and being accountable for their performance
Develop and maintain expert level knowledge and skills in technical and professional areas, individual and as a team