IT Service Management Manager

New York University • New York, NY

22h

About The Position

The Global Service Management and User Success (GSM-US) organization reflects NYU IT’s deep commitment to users and their success. It focuses on delivering excellent, consistent, and cost-effective services to NYU’s global community. The IT Service Management (ITSM) Manager establishes, promotes, maintains, and optimizes IT service management processes/controls (i.e. Incident/Request, Problem, Change, Knowledge, configuration management, continuous service improvement, etc.) to deliver NYU IT’s services to meet business objectives efficiently, effectively, and reliably. Serve as a subject matter expert on service matters for internal project teams. Participate in the design and implementation of IT services. Manage and optimize existing ITSM processes such as service catalog management, data certification, ITSM maturity assessment, configuration management, problem management, service asset and change management, and service level management. Adapt additional ITSM processes to NYU IT as necessary as the organization matures such as continual improvement, service review, service asset, and configuration management. Build and maintain strong relationships with internal stakeholders across various schools and units.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• 5+ years of combined IT industry experience in service management.
• Experience with the application of ITIL lifecycle best practices to change, incident, and problem management process development and service design.
• Proven experience in implementing and managing ITIL-based processes and frameworks.
• Strong technical background with experience in IT infrastructure, networking, and systems administration.
• Demonstrated ability to develop service and operational level agreements.
• Excellent verbal and written communication skills; ability to convey information in a clear and concise manner.
• Demonstrated fluency in using ServiceNow for service catalog, CMDB, change, incident, problem, knowledge management, and/or metrics reporting.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Proficiency in ITSM tools and software (e.g., ServiceNow).
• Ability to work in a fast-paced, multinational, dynamic environment and handle multiple priorities.
• Exceptional verbal and written communication skills and interpersonal skills.

Nice To Haves

• Experience with IT service management in a higher education IT environment.
• Familiarity with business analyst and project management methodologies and processes, preferably in an IT and/or higher education environment.
• Experience presenting for medium to large groups, for both technical and non-technical audiences, and for all levels up to and including senior management.
• Intermediate-level ITIL training in one or more of the following ITIL Lifecycle modules: Service Operations, Service Transition, Service Design, Continual Service Improvement, and Service Strategy. Or alternatively, additional ITIL 4 practitioner/specialist tracks.

Responsibilities

• Establishes, promotes, maintains, and optimizes IT service management processes/controls (i.e. Incident/Request, Problem, Change, Knowledge, configuration management, continuous service improvement, etc.) to deliver NYU IT’s services to meet business objectives efficiently, effectively, and reliably.
• Serves as a subject matter expert on service matters for internal project teams.
• Participates in the design and implementation of IT services.
• Manages and optimizes existing ITSM processes such as service catalog management, data certification, ITSM maturity assessment, configuration management, problem management, service asset and change management, and service level management.
• Adapts additional ITSM processes to NYU IT as necessary as the organization matures such as continual improvement, service review, service asset, and configuration management.
• Builds and maintains strong relationships with internal stakeholders across various schools and units.

Benefits

• New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer.

What This Job Offers

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