IT Service Management Solutions Manager

UIOWA • Iowa City, IA

3d • Hybrid

About The Position

IT Services at the University of Iowa is seeking an IT Service Management (ITSM) Solutions Manager to lead our enterprise ITSM program, oversee the Halo ITSM platform, and guide the team responsible for supporting and advancing these services. This is a unique opportunity to influence how IT work gets done across the organization. You’ll set direction for our ITSM program, establish consistent and effective services management practices, and help teams make better use of the processes, data, and technology to support reliable IT service delivery. As the service owner for Halo ITSM, you’ll lead the continued development of the platform and its capabilities while building strong partnerships across ITS, Health Care Information Services, and the broader University. You’ll also supervise and develop a team responsible for translating service needs into practical technical solutions. ITSM touches nearly every part of our IT organization. Done well, it makes services easier to understand and problems easier to resolve. In this role, you’ll have the opportunity to move beyond maintaining individual processes and tools to helping build the structure that connects them. If you enjoy bringing together people, processes, technology, and data to solve complex challenges, we’d like to hear from you. There is an expectation that the individual in this position will maintain effective, civil, and respectful working relationships with the University of Iowa campus community and uphold the University’s commitment to creating a welcoming and respectful environment for all. This position is not eligible for University sponsorship for employment authorization. ITS values work life balance and strives to provide flexible work options where possible. This position is eligible for on-site or hybrid work arrangements within the state of Iowa, and will require a work arrangement form to be completed upon the start of employment. A minimum of 3-4 days in office per week will be expected. Per policy, work arrangements will be reviewed annually and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

Requirements

• Bachelor’s degree in a field relevant to the position, or an equivalent combination of education and additional related experience.
• Experience (typically 5 years or more) in IT service management or IT operations.
• Experience successfully supervising or leading a team.
• Demonstrated experience administering or managing an ITSM platform.
• Strong working knowledge of ITIL processes, including incident, problem, change, service request, and knowledge management.
• Proven ability to manage multiple priorities, projects, and stakeholders simultaneously.
• Excellent written and verbal communication skills, with the ability to present both technical and non-technical audiences.
• Strong analytical and problem-solving skills, with experience using data to drive decisions.

Nice To Haves

• ITIL 4 Foundation certification or higher.
• Experience with Halo ITSM platform administration and configuration.
• Familiarity with enterprise integrations (e.g. Active Directory, Microsoft 365, monitoring tools.)
• Project management experience.
• Experience working in higher education.

Responsibilities

• Lead the University’s ITSM program, establishing strategy, governance, standards, and a roadmap for continued maturity and improvement.
• Serve as the service owner for the Halo ITSM platform, overseeing its administration, configuration, integrations, upgrades, and future capabilities.
• Guide the design and improvement of core ITSM practices, including incident, service request, service catalog, configuration, and service monitoring/alerts.
• Partner with IT leaders, service owners, and stakeholders to understand service needs, establish priorities, and drive adoption of consistent, customer-focused practices.
• Develop and use key performance indicators (KPIs), service level agreements (SLAs), and service data to evaluate performance and identify trends/gaps.
• Lead, monitor, and develop the ITSM team, setting priorities and fostering a service-oriented culture.

Benefits

• exceptional health coverage
• university-paid life insurance
• robust retirement plans
• generous leave policies
• 24/7 support services
• well-being resources
• access to UI Health Care specialists
• advanced training
• leadership development
• tuition assistance

What This Job Offers

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