Director, Service Management Office

The Ohio State University • Columbus, OH

22h • $129,500 - $169,250 • Onsite

About The Position

The Director, Service Management Office (SMO) for the Office of Technology and Digital Innovation at The Ohio State University is responsible for strategic oversight and direction of three functional teams that support and coordinate on behalf of the many service owners responsible for providing critical technology services across the university and the enterprise. The SMO serves as a central hub to enable effective governance, process consistency, shared tooling, performance measurement, and reporting to support continuous improvement. The director provides leadership and direction for the primary focus areas of service owner support, billing support, the Service Now cloud-based platform for business process management, the Configuration Management Database in Service Now, and the Change Advisory Board. Through effective delivery in each area, the director leads implementation of policies and procedures designed to improve quality, experience, efficiency and effectiveness, as well as reduce the cost of services delivered by OTDI across the enterprise.

Requirements

• Bachelor’s degree or equivalent experience.
• 10 years relevant experience using ITIL Service Management framework and best practices.
• ServiceNow certification and credentials.

Nice To Haves

• 15+ years relevant experience.
• ITIL certified.

Responsibilities

• Strategic oversight and direction of three functional teams supporting service owners.
• Serve as a central hub for governance, process consistency, shared tooling, performance measurement, and reporting.
• Provide leadership for service owner support, billing support, the Service Now platform, and the Configuration Management Database.
• Lead the Change Advisory Board.
• Implement policies and procedures to improve quality, experience, efficiency, and effectiveness of services.
• Reduce the cost of services delivered by OTDI.

Benefits

• The salary range for this position is $129,500 - $169,250 and the offer for this position will be based on internal equity and the candidate's qualifications.

What This Job Offers

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