Vice President of IT Service Management

City of New York • New York, NY

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About The Position

The New York City Housing Authority (NYCHA) is seeking a Vice President of IT Service Management (ITSM) to join its senior leadership team. Reporting to the SVP & Chief Information Officer (CIO), the VP will serve as the operational owner of how IT services are delivered, supported, and continually improved across the Authority. The VP oversees NYCHA’s ITSM organization and its third-party service partner ecosystem across two core service delivery functions: Desktop & Device Management and IT Customer Service Excellence. A key mandate for this role is to elevate the employee experience by making it easier for employees to get help, get equipped, and get work done, treating every IT interaction as an opportunity to remove friction and build trust in IT. The VP will mature ITIL practices, drive measurable improvements in service quality and employee satisfaction, and establish the metrics, governance, and operating discipline required for a modern, employee-focused IT service organization in a public sector environment.

Requirements

• A baccalaureate degree from an accredited college and three years of full-time paid experience in an administrative, executive or consultative capacity in a large public housing agency; or Education and/or experience which is equivalent to the above.

Responsibilities

• Champion the evolution from service management to experience management, establishing a clear digital employee experience (DEX) vision, setting experience-level targets, and embedding the voice of the employee in service design, prioritization, and continual improvement.
• Develop and execute NYCHA’s enterprise IT Service Management strategy and multi-year roadmap, aligned with the ITIL framework, advancing service quality, employee experience, and operational efficiency.
• Lead the IT Service Desk and end-to-end incident handling operations, including Tier 1/2 support, major incident management, problem management, and post-incident root cause analysis.
• Lead NYCHA’s Desktop & Device Management function, including endpoint lifecycle, modern endpoint management, software distribution, and a neighborhood-based field technical support model.
• Oversee mobile device management and telecom expense management, ensuring mobile assets are tracked, policy-compliant, secure, and cost-optimized.
• Own the enterprise ITSM platform (ServiceNow), including platform roadmap, configuration, integrations, and continual improvement.
• Establish and mature the full set of ITIL practices: incident, problem, change enablement, request, knowledge, service catalog, service level management, and asset & configuration management (CMDB).
• Build NYCHA’s IT knowledge management practice, including known error database, self-service knowledge, self-paced training, and content governance.
• Design and operate a modern, employee-facing service catalog and self-service portal that simplifies access to IT services and accelerates fulfillment.
• Reimagine onboarding, offboarding, and lifecycle moments for NYCHA employees, partnering with HR, Facilities, and IT leadership for a seamless technology experience.
• Lead IT Asset Management across hardware and software, including lifecycle planning, software license compliance, contract renewals, hardware refresh strategy, and cost optimization.
• Own the technical operation and support of NYCHA’s resident-facing hardware estate, including self-service kiosks and Digital Van endpoints.
• Manage third-party service providers, managed services contracts, and IT staff augmentation engagements supporting service operations.
• Build, mentor, and develop a high-performing, diverse service management team, cultivating a service culture grounded in empathy, customer focus, accountability, continual improvement, and operational excellence.
• Identify and drive efficiencies, cost savings, and process improvements through automation, AI-enabled service workflows, and shift-left strategies.

Benefits

• Choice of medical coverage plans
• Deferred compensation plans
• Defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS)

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees