Assistant Vice President of IT Service Management

Georgetown University • Bethesda, MD

23d • $103,723 - $202,779 • Hybrid

About The Position

Assistant Vice President of IT Service Management, UIS - Georgetown University. This is a senior leadership role responsible for overall vision, strategy, governance, and operational excellence of an UIS’ IT service delivery model. This role ensures that IT services are aligned with the university's needs, and are delivered efficiently, meeting or exceeding our community’s expectations. The AVP of Service Management is a key liaison between UIS and the rest of the university, focusing on building a high-performing, customer-centric culture. This role is accountable for the overall design, implementation, and management of IT Service Management (ITSM) processes, frameworks (such as ITIL), and tools to ensure high-quality, cost-effective, and user-centric IT services.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 12+ years of progressive experience in IT operations, service delivery, or IT service management, with at least 5-7 years in a senior leadership role (e.g., Director, Senior Manager, AVP) overseeing ITSM functions in a large, complex organization.
• Proven expertise in IT Service Management frameworks, particularly ITIL v3 or ITIL 4 certifications (e.g., ITIL Expert, ITIL Master) are highly desirable.
• Demonstrated experience in implementing and optimizing ITSM tools (e.g., Fresh Service, Service Cloud, ServiceNow, Jira Service Management etc).
• Strong track record of driving process improvement, automation, and organizational change within an IT environment.
• Exceptional leadership and people management skills, with the ability to inspire, motivate, and develop a diverse team.
• Strategic thinker with strong analytical and problem-solving abilities.
• Excellent communication, presentation, and interpersonal skills, capable of influencing stakeholders at all levels.
• Deep understanding of IT infrastructure, applications, and security principles.
• Strong customer-centric mindset with a focus on delivering high-quality user experiences.
• Ability to manage complex projects and initiatives simultaneously.

Nice To Haves

• Master's degree (MBA or equivalent) strongly preferred.

Responsibilities

• Define and articulate the strategic vision for IT Service Management, aligning it with the overall IT and University strategies.
• Drive the adoption of best practices and continuous service improvement (CSI) across the IT organization.
• Lead and manage the IT Service Management team, fostering a culture of accountability, collaboration, and high performance.
• Establish and maintain a comprehensive service catalog and service level agreements (SLAs) with business units.
• Oversee the management of IT incidents, problems, and changes to minimize service disruption and ensure timely resolution.

Benefits

• Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive