Job no: 228472-LI
Work type: Staff-Full Time
Location: Madison
Categories: Computer Science, Dean, Director, Executive, Engineering, Information Systems/Technology

Position Summary:

The IT Service Management Assistant Director leads the operational, financial, and personnel activities of the IT Service Management (ITSM) team within the Systems Engineering and Operations department. ITSM is a set of specialized organizational capabilities for providing value to the university in the form of services, founded on the principles of the Information Technology Infrastructure Library (ITIL). The team's mission is to provide and continuously improve procedures, processes, and tools to deliver, operate, and manage customer-oriented IT Services across the organization. ITSM works with service owners to provide Configuration, Change, Incident, and Event Management for services hosted or managed by the Division of Information Technology (DoIT). ITSM also leads DoIT's Continuity of Operations Planning to address how critical operations will continue under a broad range of circumstances.

The Assistant Director position will oversee the evolution of DoIT's implementation of ITIL that focuses on best service management practices and operations. This position will coordinate with other DoIT, campus, and UW System departments to proactively identify and implement process, documentation, and technology solutions for ensuring seamless service management and operations across the organization. The position will oversee and direct the continued development and readiness of the DoIT Continuity of Operations Plan by adapting to changing circumstances, planning and conducting tabletop exercises, and actively participating in campus emergency operations.

The position reports to the Director of Systems Engineering and Operations and has overall responsibility for developing and administering the operating budget, financial controls, and business and operational plans for ITSM. This position manages a staff of IS professionals.

Position Duties:

List of Duties

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

Degree and Area of Specialization:

Bachelor's degree in Information Technology or related field preferred.

Minimum Years and Type of Relevant Work Experience:

Required Qualifications:
* Ability to provide leadership, exercise influence, and build consensus and partnerships in a large, complex, and collaborative enterprise.
* Demonstrated outstanding customer service.
* Excellent presentation, communication, and interpersonal skills.
* Minimum 7 years of Information Technology experience.
* Experience practicing and developing IT Service Management processes.
* Effective problem analysis and resolution skills.

Preferred Qualifications:
* Formal training or certification in ITIL, COBIT, Six Sigma, Lean, or other appropriate frameworks related to IT Service Management.
* Experience with service management tools such as Cherwell, ServiceNow, JIRA, or others.
* Knowledge of project management practices and techniques.
* Knowledge of basic accounting and budgeting skills including managing to a budget.

Additional Information:

Some work after hours and/or on call is required.
On-call rotation and remote work requires successful candidates to possess high-speed internet and a phone to perform the work on the company provided computer.

The candidate selected for this position will initially work remotely with an approved telecommuting agreement. In the future, this position will be on-site. Candidate may, on occasion, be required to report to campus due to operational needs for meetings, trainings, or other activities.

Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment.



Work Type:

Full Time: 100%

Appointment Type, Duration:



Minimum $90,000 ANNUAL (12 months)
Depending on Qualifications

Instructions to Applicants:

Click on the "Apply Online" button to start the application process.
You will be prompted to upload the following documents:
1) Resume (REQUIRED)
2) Cover letter (REQUIRED)
3) Qualifications Document (REQUIRED)
Please use the Qualifications Document to address each of the Required Qualifications for this position (listed above in the Minimum Years and Type of Relevant Work Experience section). For each Required Qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.


Vickie Arneson
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS: 800.833.7637) and above Phone number (See RELAY_SERVICE for further information. )

Official Title:


Employment Class:


Job Number:


The University of Wisconsin is an Equal Opportunity and Affirmative Action Employer. We promote excellence through diversity and encourage all qualified individuals to apply.

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website:

The University of Wisconsin-Madison is engaged in a Title and Total Compensation (TTC) Project to redesign job titles and compensation structures. As a result of the TTC project, official job titles on current job postings may change in Fall 2020. Job duties and responsibilities will remain the same. For more information please visit: .

Employment will require a criminal background check. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department .

Applications Open: Nov 2 2020 Central Standard Time
Applications Close: Nov 30 2020 11:55 PM Central Standard Time

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