Manager, IT Service Management

City of New York • New York, NY

10h • Hybrid

About The Position

The NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city. The Finance Information Technology (FIT) Division designs, builds, and supports all of DOF’s computer systems. FIT delivers and administers tax-related payment programs for the City of New York by providing the information technology solutions needed to achieve its mission of collecting revenue while ensuring an efficient and improved customer experience. FIT is also responsible for the systems and websites which enable citywide payments, land records, property assessment, parking adjudications, customer service, and the Sheriff’s public safety work. The IT Service Management (ITSM) team has a user base of approximately 2,000+ employees and consultants, and 11 locations throughout the 5 boroughs of New York City. The Manager of IT Service Management will be responsible for driving the adoption and continuous improvement of ITIL-based processes, ensuring service excellence, and managing the ServiceNow platform to align with organizational needs and objectives. They will monitor performance metrics and ensure that core ITSM processes – Incident, Problem, Change, and Knowledge Management – are executed efficiently and in alignment with industry best practices.

Requirements

• Candidates must have a permanent Computer Systems Manager Civil Service title or are reachable on the Computer Systems Manager Open Competitive Civil Service Exam No. 4035 or are permanent in a comparable Civil Service title eligible for a 6.1.9 title change.
• A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties.
• OR A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described above.
• OR A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described above.
• OR A satisfactory combination of education and experience equivalent to the above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described above.
• In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience.
• Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience.
• However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described above.

Nice To Haves

• Experience with ITIL best practices.
• Experience managing the ServiceNow platform.
• Experience with continual service improvement (CSI) efforts.
• Experience in developing and delivering training.
• Experience with key performance indicators (KPIs) and service level agreements (SLAs).

Responsibilities

• Lead the implementation, optimization, and governance of ITSM processes including Incident Management, Problem Management, Change Management, and Knowledge Management based on ITIL best practices.
• Supervise, document, and enforce ITSM policies, standard operating procedures (SOPs), and workflows.
• Maintain the ITSM process documentation knowledge base, including user guides, policy documents, process flows, and training materials.
• Lead continual service improvement (CSI) efforts across IT services and processes.
• Collaborate with IT and business stakeholders to align service management goals with business objectives and user needs.
• Serve as the ServiceNow platform owner, ensuring the effective configuration, maintenance, and evolution of ITSM modules.
• Coordinate with technical teams for integration, automation, and enhancement of the ServiceNow platform.
• Oversee the development and delivery of ServiceNow training and support to end users and process stakeholders.
• Assist in the development of all aspects of new ITSM functions, including functional requirements gathering, documentation, system/tool design, measure and reporting, audit plan, training, and organizational roll out.
• Manage the monitoring and reporting on key performance indicators (KPIs) and service level agreements (SLAs) to ensure operational efficiency and service quality.
• Analyze incident trends to identify root causes and implement permanent remediation strategies.
• Recommend process improvements that enhance service quality.
• Monitor the efficacy of established ITSM processes using trend analysis, adherence tracking, and automated reporting.
• Manage and mentor a team of ITSM analysts.
• Oversee operational activities for existing ITSM functions.
• Serve as an escalation point for high-priority incidents.
• Communicate the status of high-priority incidents and planned maintenance activities to the appropriate stakeholders.
• Participate in After-Action Response investigations for major problems and document root cause findings.
• Perform other related duties as assigned.

Benefits

• This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.

What This Job Offers

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