Manager, IT Service Management

Vacancy Announcement
Manager, IT Service Management

If you want to be part of an organization that is playing a vital role in crafting the future of Wisconsin, the University of Wisconsin-Milwaukee (UWM) is the place for you. UWM is seeking an ITSM Manager to lead our Service Management team in the creation, management, improvement, and deployment of IT Service Management Practices and Procedures within the university. If you are passionate about being part of a dynamic and talented team of information technology professionals who value integrity and excellence and want to help take us to the next level, then look no further.

Who We Are:
UWM, a doctoral/research intensive university, is Wisconsin's premier public urban university and offers a comprehensive liberal arts and professional education at the undergraduate and graduate level to over 25,000 students. UWM takes pride in being a student-centered institution that is deeply committed to diversity in its student body, faculty and staff, and programs. Our tree-lined, 104-acre campus is located on Milwaukee's upper-eastside, one of the city's most attractive residential areas and home to many faculty, staff, and students. For more information, please visit our website at www.uwm.edu

What We Offer:

• Innovative, collaborative, and casual-work environment with flexible work/life balance schedules
  
• Challenging and progressive career development
  
• Excellent comprehensive benefits package
  
• On-site health & wellness programs
  
• On-site affordable day care
  
• Best practice PTO policies and paid holidays
  
• Open communication, recognition programs, and team-building events
  
• And much more to motivated, results-oriented individuals who want to make a real
  difference in their community and role
  
  What You Will Do:
  Reporting to the Associate Director of IT Professional Services, this position will be responsible for championing IT service management (ITSM) best practices and the development of service management practices and procedures based on ITSM bodies of knowledge; partnering with IT service owners and business owners to understand requirements leading to changes or additions to our IT service portfolio.
  
  This position is responsible for managing the following initiatives:
  
  
• Define and implement a roadmap based on strategic vision to drive adoption of ITSM best practices across IT organizations
  
• Ensure all service management practices enable service agility
  
• Foster continuous practice optimization and improvement
  
• Recommend resources and sourcing of service management operations support
  
• Develop self-auditing and compliance capabilities around ITSM practices and procedures
  
  This position also provides leadership, supervision and management to IT Service Management staff, establishing departmental goals and objectives, identifying priorities, allocating staff time to meet objectives, and ensuring the development of staff through training and other development activities.
  
  Minimum Qualifications:
  
• 5+ years of professional work experience providing business analysis, business process management, or IT service management for information technology services and projects
  
• Demonstrated professional work experience leading IT organizational change
  
• Demonstrated professional work experience leading and managing information
  technology professionals
  
  Preferred Qualifications:
  
• Bachelor's or advanced degree in information systems or related field
  
• Formal training in business analysis competencies as evidenced by an IIBA
  certification or equivalent
  
• Formal training in ITSM competencies as evidenced by an ITIL certification or
  equivalent
  
• Experience working in higher education
  
  How to Apply:
  Interested applicants are required to apply online and provide:
  
• A cover letter addressing your education/experience as it applies to all minimum and preferred qualifications,
  
• A resume, and
  
• A document listing the names and contact information for three professional references.
  
  In instances where the Search and Screen Committee is unable to ascertain from a candidate's application materials whether she/he meets any of the qualifications, they will be evaluated as not meeting such qualifications. UWM will not consider paper, emailed or faxed applications. Apply electronically at: https://jobs.uwm.edu/postings/33146 by the application deadline date of December 12, 2021. Questions about this position should be directed to Dan Schaff at schaffd@uwm.edu.
  
  UWM is an AA/EO employer: All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity/expression, disability, or protected veteran status.
  
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