ITSM Program Manager

Job Summary:

The Information Technology Services-Acad department at Old Dominion University is seeking candidates for the (full-time, 12 month) ITSM Program Manager. The ITSM Program Manager will assist ITS to align with ITIL standards and best practices as well as champion continuous improvement for our ITSM processes. Responsible for the creation, training, monitoring, and reporting of IT services and processes. Work across functional areas within ITS to ensure processes are implemented, followed, and aligned with business needs. Provide operational guidance, knowledge, and support of ODU’s IT Service Management tools.

Required Education:

Considerable knowledge of IT service management principles, best practices and frameworks.

Required Qualifications:

Demonstrated ability to clearly articulate understanding of Service Management practices like Incident, Knowledge, Problem, and Change Management. Working knowledge associated with process design, modification, and implementation. Demonstrated ability to develop process and system implementation plans. Considerable knowledge of business processes and procedures. Working knowledge of complex process/system documentation standards, such as Use Case modeling, User Story creations and narrative description. Considerable Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization. Demonstrated ability to work with others from diverse backgrounds.  Demonstrated ability to efficiently manage time. Demonstrated ability to handle multiple projects and deadlines. Effective verbal and written communication skills. Some experience utilizing and/or managing Service Management tools. Demonstrated experience with analysis methodologies and practices including traditional waterfall, Agile, Agile Scrum, etc. Some experience with leadership and support of technical staff.  Considerable experience using customer service techniques with direct interaction with clients in problem analysis and solution development. Some experience developing and monitoring service performance in the form of service level agreements (SLAS), operational level agreements (OLAS), or key performance indicators (KPIS).  Some experience in business process/systems analysis, including requirements planning, analysis and documentation, and the application of information technology to solving business needs.

Preferred Qualifications:

Some experience implementing and overseeing multiple ITSM Practice areas.  Some experience utilizing ServiceNow Service Management tools.  Some experience working with a Configuration Management Database (CMDB).  Some experience delivering training or teaching information technology related subject material.  Some experience working in a collaborative team environment in a leadership role. Some experience supporting business processes in Higher Education. ITIL v3 Expert or ITIL v4 Managing Professional and/or Strategic Leader.  Bachelor’s degree in Information Technology, Information Systems or related discipline or equivalent combination of education and related job experience.

Conditions of Employment:

40-hour work week Monday-Friday, some telework options

Review Date:

 Application review date is February 04, 2022

Equity Statement: It is the policy of Old Dominion University to provide equal employment, educational and social opportunities for all persons, without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, religion, sex or gender (including pregnancy, childbirth, or related medical conditions), national origin, gender identity or expression, age, veteran status, disability, political affiliation, sexual orientation or genetic information. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.