Director, Global Technology & Service Management

New York University•New York, NY

22h•$200,000 - $240,000

About The Position

The Director, Global Technology & Service Management (GTSM) will lead the University’s architecture, service management, and technology strategy functions. This strategic leader acts as the primary 'standard-bearer' for NYU, ensuring that all IT Service Providers (ITSPs) and System Owners align their operations with a unified global technology and service blueprint. Reporting to the Associate Vice President for Global Service Management and User Success, the Director will lead a team dedicated to bringing clarity to NYU’s technical landscape and strategic maturity to all services. The role is responsible for identifying and eliminating technical debt, waste, and overinvestment by driving service strategy practices and technical standardization. This position bridges the gap between high-level strategy and operational delivery, transitioning the IT organization into a lean, governance-focused unit that achieves tangible results in efficiency and innovation for the global campus. The Director will define and enforce Global Technology and Service standards to support organizational Business Outcomes through architectural, service, and operational requirements. They will manage and continuously evolve the overall vision, charter, and roadmap for technology strategy and service management, including best practices, standards, principles, and functions that will continue NYU IT’s transformation into a service-oriented, client-driven, outcomes-optimizing organization. The role also involves refining programs, governance, training, communication, and stakeholder alignment models as needed, and developing a strong, creative team aimed at achieving consistency and efficiency in service delivery across NYU IT’s service portfolio. Finally, the Director will continually improve NYU’s IT service management systems and architecture practices to address the organization’s highest priorities and develop systems that result in seamless, robust service support for NYU.

Requirements

Bachelor's Degree in Computer Science, Information Systems, Business Administration, or a related field.
7+ years of leadership experience in Architecture, IT Strategy, IT Leadership, or IT Service Management.
Proven track record of managing large-scale technical debt reduction or consolidation projects in a complex, decentralized environment.
Demonstrated experience in vendor governance and aligning third-party providers to internal technical standards.
Experience leading lean, high-output teams in higher education or a similarly diverse global organization.
The ability to hold providers and stakeholders accountable to rigorous technical and service standards (Assertive Stewardship).
Deep understanding of how architecture and strategy drives business value and eliminates operational friction (Strategic Vision).
Ability to identify 'waste' in a budget and articulate the ROI of decommissioning legacy systems (Financial Acumen).
Strong communication with exceptional ability to translate 'technical rot' and 'architectural debt' into business-friendly language for Deans and VPs.
Ability to design strategies that function seamlessly across multiple international regulatory and technical environments (Global Mindset).

Nice To Haves

Master's Degree.
Certifications in Enterprise Architecture (TOGAF) and IT Service Management (ITIL).

Responsibilities

Lead the University’s architecture, service management, and technology strategy functions.
Act as the primary 'standard-bearer' for NYU, ensuring that all IT Service Providers (ITSPs) and System Owners align their operations with a unified global technology and service blueprint.
Lead a team dedicated to bringing clarity to NYU’s technical landscape and strategic maturity to all services.
Identify and eliminate technical debt, waste, and overinvestment by driving service strategy practices and technical standardization.
Bridge the gap between high-level strategy and operational delivery, transitioning the IT organization into a lean, governance-focused unit.
Define and enforce Global Technology and Service standards to support organizational Business Outcomes through architectural, service, and operational requirements.
Manage and continuously evolve the overall vision, charter, and roadmap for technology strategy and service management, including best practices, standards, principles and functions.
Refine programs, governance, training, communication, and stakeholder alignment models as needed.
Develop a strong, creative team aimed at achieving consistency and efficiency in service delivery across NYU IT’s service portfolio.
Continually improve NYU’s IT service management systems and architecture practices to address the organization’s highest priorities and develop systems that result in seamless, robust service support for NYU.