Director, Information Tech

Job description

Job Description

The Director of IT Service Management will report to the Vice President of Information Technology Services and Chief Information Officer. The position provides leadership for a central department within the Division of Information Technology Services. 

This position will be responsible for championing best practices and managing a team for the development of service management processes based on ITSM constructs. The Director is responsible for driving the following initiatives:

  • Define and implement a strategy to drive adoption of service management and operational best practices relevant to on-premise and cloud computing services.
  • Ensure all service management processes enable ITS service agility.
  • Create an environment that supports customer self-service and automation of routine service requests.
  • Foster continuous service delivery optimization and improvement.
  • Identify resources and sourcing of service management operations support.
  • Develop self-auditing and compliance capabilities around ITSM procedures.
  • Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools.


  • Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting.
  • Define roles and responsibilities for the department.
  • Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
  • Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
  • Accountable for building, publishing and the utilization of the service catalog.
  • Develop and drive implementation of the service management, Tools and Monitoring / Logging strategy and associated business processes across the IT organization.
  • Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
  • Develop performance measures and consistently report metrics to IT Services Leadership team.
  • Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
  • Provide direction and goal setting on strategy and operations.
  • Provide tactical and strategic recommendations based on ITSM key performance measures.
  • Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization.
  • Establish and run Advisory Group reviews with NAU stakeholders.
  • Interface with other ITS teams and NAU business unit leads to ensure collaboration and coordinated strategy to meet service management goals and objectives.
  • Mentor service and process managers on ITSM concepts.
  • Manage departmental budgets and forecast appropriately.
  • May be responsible for on-call duties and response to emergencies on-site as needed.
  • Other related duties as assigned.

Minimum Qualifications   

  • Bachelor's degree in Computer Science or related field AND minimum of eight years demonstrated experience in ITSM and/or information technology. OR;
  • Master's degree in Computer Science or related field AND minimum of six years demonstrated experience in ITSM and/or information technology. OR;
  • Any equivalent combination of experience, training, and/or education.

Preferred Qualifications   

  • Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.
  • Knowledge of Higher Education environments and service that support multiple business verticals in a higher education environment.
  • Knowledge of change management methodology (PROSCI ADKAR).
  • Knowledge of ServiceNow™, Splunk™ and other tools used in ITSM environment.

Knowledge Skills and Abilities  

  • In-depth knowledge of IT Service Management (ITIL) frameworks.
  • Demonstrated experience in leading process improvement and organization change initiatives.
  • Proven expertise and overall responsibility in customer service and contact center services, performance and new generation capabilities.
  • Excellent presentation, time management, and collaborating skills.
  • Technical competence (understand service offerings, etc.).
  • Motivated, goal oriented, persistent and a skilled negotiator.
  • High level of initiative and work well in a team environment.
  • Handles stressful situations and deadline pressures well.
  • Plans and carries out responsibilities with minimal direction.
  • Ability to work with people from a variety of different culturally diverse backgrounds.

Background Information   

This position has been identified as a safety/security sensitive position.  Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following:  a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting.

Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States.

Finally, each year the Northern Arizona University Police Department releases an annual security report.  The report is a result of the federal law known as the Clery Act and contains policy statements that address the school’s policies, procedures and programs concerning safety and security including policies for responding to emergency situations and sexual offenses.  The report contains three years of data for Clery reportable crime statistics for the campus along with the most current year’s Fire Safety Report, which includes policy statements and fire statistics for Flagstaff on-campus student housing. 

The report may be viewed at or by visiting the NAUPD website at:  A printed copy of the report is available upon request by contacting the NAU Police Department, Records Department at (928)523-8884 or by visiting the department at Building 98A on the NAU Mountain Campus.


Commensurate with experience.

**The starting salary will be determined by the qualifications of the selected applicant balanced with departmental budget availability, internal salary equity considerations, and available market information.

FLSA Status   

This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.


This is a Service Professional (SPF) position.  NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents.  More information on benefits at NAU is available at

NAU is a tobacco and smoke-free campus.

Service Professionals are hired on a contract basis, renewable each 6 months according to terms of the Conditions of Professional Service, which may be found at:

Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan).  New employees are eligible for benefits on the first day of the pay period following their enrollment, after their employment date.  Employees will have 31 days from their start date to enroll in benefits. If a new employee chooses the ASRS retirement option, participation in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, will begin on the first of the pay period following 6 months after the new employee's start date. New employees who choose to participate in the Optional Retirement Plan (ORP), which is an alternative to the ASRS plan for faculty and other appointed staff, will begin to participate on the first day of employment.  Additionally, the long-term disability plan that accompanies the ORP will begin on the first day of employment.  More information is available at:

Learning and Development   

Your career at Northern Arizona University includes the opportunity for professional development.  New employee on-boarding training includes courses to be completed within the first 30 days ( If your position includes the supervision of a benefit-eligible employee, we offer the NAU Supervisors Academy for you to complete within your first 2 years.  In addition to the development classes offered in-person, every NAU employee receives a free subscription to From this site you can access more than 1,400 training videos on a broad range of subjects, including business skills, photography, music and video, home computing, and web design and development.  

Application Deadline   

July 9, 2018 at 11:59 p.m.

How to Apply   

To apply for this position, please click on the "Apply" button on this page.  You must submit your application by clicking on the "Submit" button by midnight of the application deadline.  If you need assistance completing your application there are instructions available on line at or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets. 

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process please contact the Office of Equity and Access at: 928-523-3312/TDD - 928-523-1006 or PO Box 4083, Flagstaff AZ  86011.

Equal Employment Opportunity   

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution.  Women, minorities, veterans and individuals with disabilities are encouraged to apply.  NAU is responsive to the needs of dual career couples.

EEO is the Law Poster and Supplements

NAU is an Employer of National Service.  AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.




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Job No: 603799
Posted: 6/12/2018
Application Due: 7/9/2018
Work Type:
Salary: Commensurate with experience.