Overview

The Office of Information Technology (OIT) is seeking an Information Technology Service Management (ITSM) Senior Program Manager to join its Service Management Office (SMO). The SMO provides leadership and direction to OIT that helps ensure the services provided meet customer needs and add value to Princeton University.  

 

The ITSM Senior Program Manager is responsible for managing a team of business analysts who support SMO processes; managing all PMO program management activities, including scheduling and resource management; and providing leadership for reporting metrics and KPIs for these processes. Current service management processes include: incident, change, problem, service portfolio, asset and configuration management, field services, and knowledge. This position reports to the Associate CIO for Service Management.   

 

This position is responsible for outreach, as well as applying continual service improvement principles to service management processes. Additionally, this role manages the lifecycle of all OIT services to ensure that the organization follows procedures for onboarding and offboarding services, ensuring OIT makes sound decisions about its technology portfolio that are aligned with our strategy and consider financial implications. This process ensures that services are designed according to customer value and minimize unplanned service outages or disruptions. This individual develops and maintains relationships with IT professionals and other stakeholders across campus to continuously improve service and customer satisfaction. The ITSM Senior Program Manager also works closely with the ServiceNow platform lead and process consultant to ensure that programs are delivered on time, on budget, and with quality, while meeting usability and accessibility standards. This role is responsible for managing organizational service reporting needs. 

Responsibilities

• Lead a team of process analysts
• Lead all SMO program and resource efforts that involve process design
• Develop team standards to analyze and translate service requirements into system deployments and/or business process changes
• Lead outreach efforts ensuring effective deployments and modifications of business process solutions
• Participate in regular demand management and resource planning with the technical solutions implementation
• Work with process teams to manage the development of test scripts and usage cases, and resolve issues and questions that arise in testing and usability assessments
• Manage client service aspects of continual service improvement projects, including coordination between OIT and departmental IT staff around OIT business process development, departmental business process development, and training
• Ensure all processes are well documented, current, and available in a central repository
• Define appropriate policies and standards to be deployed throughout the service lifecycle process
• Working with other process owners, ensure there is an integrated approach to the design and implementation of problem management, incident management, knowledge management, access management, and request fulfillment
• Oversee communication planning for all program work, including the development of release notes
• Identify and publish useful and actionable service metrics for OIT, determining where this information is best used and ensuring that decision makers have access
• Perform other duties as assigned

Qualifications

• Eight or more years of experience managing people, processes, or projects 
• Experience with enterprise-wide IT operations  
• Experience with the development, implementation and integration of IT service, and operations or monitoring capabilities 

Preferred Qualifications

• Experience implementing service management processes in an IT service organization 
• ITIL 4 Foundations certification and ITIL intermediate certifications 
• Leadership skills, including: leading organizational change; building rapport with colleagues, clients, and customers; mentoring and motivating others 
• Ability to demonstrate and foster meaningful collaboration 
• Strong written, oral, and visual communication skills 
• Proficient in ServiceNow and in the use of reporting software, ITSM tools, diagramming and project management software 
• Understanding of complementary industry standards, such as SDLC, Agile, and Lean 

Education

• Bachelor’s degree required; advanced degree in a related field preferred 

 

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW

Salary GradeAIT, 040Standard Weekly Hours36.25Eligible for OvertimeNoBenefits EligibleYesEssential Services Personnel (see policy for detail)NoPhysical Capacity Exam RequiredNoValid Driver’s License RequiredNo