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Director IT Service Management

Princeton University
New Jersey, United States
Salary Not specified
Posted Date
Sep 10, 2022

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Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Employment Type
Full Time
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Director IT Service Management


Job ID: 2022-15331
Type: Full-Time
# of Openings: 1
Category: Information Technology

Princeton University


The Office of Information Technology's Service Management Office (SMO) is an integral part of the overall strategy to create a valuable service experience for University students, families, faculty, and staff, and the Princeton University community. The Director of Service Management will lead the strategy to optimize service delivery processes for OIT, departmental IT groups across campus, and campus units that utilize the ServiceNow platform.

With the goal of leading University efforts to drive a culture of continual improvement of service processes, fostered by a data-driven approach to decision making, the director will lead a high performing team of process and data analysts. The director will serve as a strategic partner for executive and senior leaders across multiple campus departments and functions in support of over 300 customer-facing applications, systems, and services. The Director of Service Management will report directly to the Associate Chief Information Officer (CIO) of Service Management and will ensure service value and customer satisfaction is central to the work of the team. They will regularly interface with members of the OIT leadership teams and act as a senior advisor of service delivery metrics across various campus units including Finance and Treasury, Environmental Health and Safety, University Services and the Graduate School.

The director will lead a high-performing team of business analysts that support case management and request fulfillment processes for OIT and these campus units. The director will lead strategic initiatives and inculcate a culture of customer service, data-driven decision making, and continuous improvement. They will provide guidance to organizational leaders (e.g., executives, senior staff, and service owners) when developing performance measurements and dashboards. Essential to this role is ability to lead process improvement using strategic metrics and key performance indicators.


Lead the service management processes and function

  • Lead the strategic policy and standard-setting process for service lifecycle processes and maintains adherence to these processes through reporting
  • Manage six process analysts and one data analyst
  • Direct the work of 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 the knowledge base or other process repositories (e.g., Navvia or Lucid)
  • Lead University-wide processes to ensure an integrated approach to the design and implementation of case management, problem management, incident management, knowledge management, asset and configuration management, access management, and request fulfillment for both OIT and other service management delivery functions in select campus units
  • Communicate and follow up with operational managers and members of the resource management team to ensure high quality reporting of ticket and time reporting information
  • Lead educational efforts to establish a culture of process improvement through data-driven, decision making
  • Lead all efforts to identify and publish useful and actionable service metrics for processes, determining where this information is best used and ensuring that decision makers have access
  • Lead the strategy and consult on key metrics for data management and KPI development to support all service management initiatives
  • Partner with leaders and stakeholders within Princeton University service delivery teams to provide reliable metrics through reporting and management dashboards used for decision-making, operational management, KPI reviews, and identifying opportunities for improvement

Administer Data, Analytics and Reporting

  • Provide ongoing support and enhancement of ITSM and performance metrics by driving alignment with Industry standards and best practices
  • Develop a strategy for Service Level Agreements for the various service management processes across the campus units
  • Develop the strategy for using data to drive performance improvement, for all users of the ServiceNow platform
  • Consult with University senior leadership on a metrics-driven strategy for service delivery
  • Direct the work of data analysts in their use of ServiceNow and other data analytic tools (including SPSS and Tableau) to meet the needs of stakeholder groups within OIT and across campus
  • Produce accurate and standardized reporting with key insights to communicate operational performance to service management leadership team(s)
  • Develop and maintain dashboards and on-demand reporting to senior leaders
  • Collaborate with campus functional service areas to develop dashboards, publish recurring status reports, analyze data, and explore how to better support stakeholders

Lead and Govern Key Initiatives

  • 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
  • Lead client engagement of all continual service improvement projects, including the coordination between the SMO and process analysis


Essential Qualifications

  • At least 10 years of experience serving an IT organization as a senior project manager, program manager, program director, or service manager
  • At least 7 years of supervisory experience, with excellent leadership and management skills
  • Demonstrated proficiency in consolidating data from numerous sources to create presentations for all levels of management and other stakeholders
  • Knowledge of ITSM/ITIL frameworks
  • Strong analytical, problem solving, priority setting, facilitation, and collaboration skills
  • Demonstrated ability to effectively communicate ideas and lead through influence to accomplish challenging goals and objectives
  • Excellent understanding of document control, update processes, and tools
  • Mentoring and team building experience
  • Education: Bachelor's degree or equivalent education, technical certifications, training, or work experience.

Preferred Qualifications

  • ITIL certified or ISO/IEC Foundation certified
  • Lean Foundation certified

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


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