Associate Director - Service Management Office

The Ohio State University • Rincon, GA

5d • Onsite

About The Position

The Associate Director of the Service Management Office (SMO) provides strategic leadership and operational oversight for IT service management across the academic medical center, ensuring services are delivered efficiently, reliably, and in alignment with clinical, research, and educational priorities. In this role, the Associate Director establishes governance frameworks, leads the Service Management Office function, and develops and implements IT service management (ITSM) strategies, policies, and standards. The position is responsible for driving continuous improvement in service delivery processes and overall service quality while fostering a culture of accountability, transparency, and service excellence to support patient care and organizational objectives. The Associate Director plays a critical role in protecting patient care and clinical operations by minimizing IT disruptions that could impact safety, delay care, or interrupt workflows. This individual oversees incident, problem, and change management processes, enabling rapid and coordinated responses to critical incidents and reducing recurring system issues through thorough root cause analysis. The role also standardizes service management practices across the organization and defines clear service ownership and accountability. Additionally, the Associate Director establishes and monitors service-level agreements (SLAs) and key performance indicators (KPIs), ensuring measurable service performance and continuous alignment with organizational priorities. The role collaborates with IT and business leaders to align service delivery with institutional goals and ensures controlled system changes to minimize risk within clinical environments. The position is also responsible for facilitating clear, effective communication during outages and high-impact events, ensuring stakeholders are informed and coordinated during service disruptions while maintaining a strong focus on operational excellence and continuous improvement.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Seven years of progressive experience in IT service management, IT operations, or a related area.
• Demonstrated experience with IT service management frameworks such as ITIL, including incident, problem, and change management processes.
• Experience developing and managing service-level agreements (SLAs), key performance indicators (KPIs), and service performance reporting.
• Proven experience establishing governance frameworks, driving process standardization, and leading continuous improvement initiatives.
• Experience coordinating major incident response efforts.
• Experience collaborating across technical and business teams to align IT services with organizational priorities.

Responsibilities

• Provides strategic leadership and operational oversight for IT service management.
• Establishes governance frameworks.
• Leads the Service Management Office function.
• Develops and implements IT service management (ITSM) strategies, policies, and standards.
• Drives continuous improvement in service delivery processes and overall service quality.
• Fosters a culture of accountability, transparency, and service excellence.
• Minimizes IT disruptions that could impact safety, delay care, or interrupt workflows.
• Oversees incident, problem, and change management processes.
• Enables rapid and coordinated responses to critical incidents.
• Reduces recurring system issues through thorough root cause analysis.
• Standardizes service management practices across the organization.
• Defines clear service ownership and accountability.
• Establishes and monitors service-level agreements (SLAs) and key performance indicators (KPIs).
• Ensures measurable service performance and continuous alignment with organizational priorities.
• Collaborates with IT and business leaders to align service delivery with institutional goals.
• Ensures controlled system changes to minimize risk within clinical environments.
• Facilitates clear, effective communication during outages and high-impact events.
• Ensures stakeholders are informed and coordinated during service disruptions.

Benefits

• An array of retirement plan options, each with a generous employer contribution.
• Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
• Paid vacation and sick leave, including short and long-term disability and paid parental leave.
• Get the most out of the Public Service Loan Forgiveness program.
• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.

What This Job Offers

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