Overview

The Office of Information Technology (OIT) is seeking an Associate Director for Service Management to join its Service Management Office (SMO). The SMO provides leadership and direction to campus to ensure that the administrative services we provide meet customer needs and add value to Princeton University.

 

The Associate Director for Service Management is responsible for managing a team of business analysts who support SMO processes; managing all program management activities, including scheduling and resource management; and providing leadership for reporting metrics and KPIs for these processes. Current service management processes include: case, incident, major 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 applying continual service improvement principles to all 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 position also ensures that customer experience is at the center of all services designed and satisfaction is measured. This individual develops and maintains relationships with IT professionals and other stakeholders across campus to continuously improve service and customer satisfaction. The Associate Director also works closely with the senior staff, the ServiceNow platform lead, and process analysts 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 related to service quality.

Responsibilities

• Lead a team of process analysts
• Lead all SMO program continual service improvement initiatives
• Lead outreach efforts ensuring effective deployments and modifications of business process solutions and oversee communication planning for all program work, including the development of release notes
• Manage client service aspects of continual service improvement projects, including coordination between the SMO and business process development and training
• Identify and publish useful and actionable service metrics for processes, determining where this information is best used and ensuring that decision makers have access
• Participate in regular demand management and resource planning with the platform lead
• Work with process teams to manage the development of test scripts and use cases, and resolve issues and questions that arise in testing and usability assessments
• 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 and maintain adherence to these processes through reporting
• Work with other process owners ensuring an integrated approach to the design and implementation of problem management, incident management, knowledge management, asset and configuration management, access management, and request fulfillment
• 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 human-centered design and user experience
• Experience with the development, implementation and integration of IT service, and operations or monitoring capabilities
• Strong written, oral, and visual communication skills
• Strong analytical skills and demonstrated experience with strategic thinking

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
• 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