Director of ITSM & ServiceNow (IT Computer Systems Manager 6) - Provisional

City University of New York • New York, NY

33d • $165,000 - $172,800 • Hybrid

About The Position

I.T. Computer Systems Managers manage and direct an Information Technology area at a College or University level. They set policies and procedures, direct technical staff, and maintain responsibility for administrative as well as technical issues within their assigned area(s) of responsibility. They may manage major and/or large, complex information systems activities and/or manage a unit or group. This job is in CUNY's Classified Managerial Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/ohrm/hros/classification/ccsjobs.html The Office of Computing and Information Services (CIS) at the City University of New York (CUNY) supports the IT and telecommunications needs of CUNY's 26 colleges. CIS supports enterprise IT and applications, identifies and develops new technologies that advance the University's core mission, operates and maintains the University's network, the enterprise Data Center, and the CUNY Service Desk. Additionally, manages the processes that safeguard the University's IT assets and maintains the security posture by operating the CUNY Security Operations Center (SOC), develops disaster recovery plans for business continuity, and supports the CUNYfirst Enterprise Resource Planning (ERP) solution that integrates student administration, financial management, and human resources operations across CUNY's 26 colleges. Lastly, CIS provides strategic and operational IT leadership to all CUNY campuses. Reporting to the Senior Director of Systems Management Control, the Director of ITSM & ServiceNow serves as a senior leader within CIS, responsible for directing the strategy, governance, and delivery of ITSM across CUNY. The Director oversees the adoption and optimization of the ServiceNow platform as CUNY's enterprise service management system, ensuring alignment with industry best practices, institutional goals, and compliance with University and City policies. The Director provides leadership in modernizing service management processes across the University's 26 colleges and the Central Office, driving transformation initiatives that improve service quality, standardization, and user experience. The role requires building partnerships with campus Chief Information Officers, IT Directors, and functional stakeholders to enable a unified approach to ITSM, knowledge management, and digital workflows.

Requirements

• Six (6) years of progressively responsible full-time paid information systems technology experience,at least eighteen (18) months of which shall have been in an administrative or managerial capacity in the areas of computer applications programming, systems programming, information systems development, data telecommunications, data base administration or a closely related area.
• Education at an accredited college or university may be substituted for the general information systems technology experience at the rate of one (1) year of college for six (6) months of experience up to a maximum of four (4) years of college for two (2) years of experience. In addition, a master's degree in computer science or a closely related field from an accredited college or university may be substituted for an additional year of the general information systems technology experience. However, all candidates must possess the eighteen (18) months of administrative or managerial experience described above.
• Experience in an administrative capacity must include, but is not limited to, responsibilities such as: monitoring an IT budget; reviewing and approving IT procurement and invoice payments; reviewing and approving contracts with vendors; monitoring and approving IT projects; setting standards and best practices; risk evaluation (e.g., security, reputational, operational); organizational development; chairing or participating in IT Governance and Advisory committees; and/or overseeing vendor relationship management.
• Experience in a managerial capacity must include, but is not limited to, responsibilities such as: strategic planning for an office/division; creating and implementing policies; setting standards and best practices; defining and documenting project scope; root cause analysis with recommendations; collaborating with other managers and executives to define future state of IT program; and/or forecasting.
• The following types of experience are not acceptable: superficial use of preprogrammed software without complex programming, design, implementation or management of the product; use of a word processing package; use of a hand-held calculator; data entry; operation of data processing hardware or consoles.

Nice To Haves

• 10+ years of progressive IT leadership experience, including at least 6 years leading enterprise ITSM or ServiceNow initiatives.
• Demonstrated expertise in ITIL frameworks, ITSM transformation, and enterprise service management best practices.
• Direct experience managing ServiceNow platform administration, development, and governance at an enterprise scale.
• Strong vendor management, budget administration, and contract negotiation skills.
• Excellent leadership, communication, and collaboration skills with the ability to influence across diverse campuses and administrative units.
• Familiarity with public sector or higher education governance structures.
• Excellent leadership, communication, and stakeholder management skills, with the ability to convey complex technical strategies in clear, business-focused terms.

Responsibilities

• Provides strategic direction and leadership for ITSM transformation initiatives across CUNY, including Service Catalog, incident, problem, change, asset, knowledge, and request management.
• Directs planning, implementation, and optimization of the ServiceNow platform as a University-wide service management and workflow automation tool.
• Establishes and maintains governance frameworks, policies, and performance metrics to ensure compliance, accountability, and service excellence.
• Partners with campus and Central Office leadership to standardize ITSM practices and ensures effective change management during transformation efforts.
• Leads a team of ITSM and ServiceNow professionals, including administrators, developers, process owners, and analysts, fostering a culture of continuous improvement.
• Serves as the executive sponsor for ServiceNow upgrades, integrations, and new module deployments, ensuring scalability and alignment with enterprise architecture standards.
• Directs and monitors vendor and contract management for ITSM related services and ServiceNow licenses, ensuring cost efficiency and value realization.
• Manages the development of service performance dashboards and reporting tools for executive leadership, enabling data-driven decision-making.
• Oversees training and communication programs to drive adoption of ITSM practices and effective use of ServiceNow capabilities.
• Represents CUNY CIS in external ITSM and ServiceNow forums to benchmark practices and bring innovation back to the University.

Benefits

• CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification.
• Employees are also offered pension and Tax-Deferred Savings Plans.
• Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits.
• Health benefits are also extended to retirees who meet the eligibility criteria.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Educational Services
• Number of Employees: 1,001-5,000 employees