Job Description

Reporting into the Sr. Director, Application Management & Business Intelligence, the Director-IT Service Management will create a cohesive and efficient IT service environment that enhances the performance of help desk, tech support, application development, infrastructure, integrations, and academic technology teams. This is a full-time hybrid role with a minimum of two days each week worked at the Albany, NY campus with the remainder of the week worked from home. Duties and Responsibilities: ITSM Framework Development: Lead the design, implementation, and continuous improvement of the IT Service Management (ITSM) framework. Ensure alignment with industry best practices and university goals. Process Improvement: Identify and implement process improvements to enhance efficiency and effectiveness across all IT support functions. Metrics Definition: Define and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Operational Level Metrics (OLMs) to ensure high-quality service delivery. Release Management: Develop and manage a robust release management framework to streamline application and system updates. Collaboration: Work closely with help desk, tech support, application development, infrastructure, integrations, and academic technology teams to optimize support processes. ITSM Application Management: Oversee the administration and optimization of ITSM applications such as BMC Helix, ServiceNow, or similar platforms. Required Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A bachelor's degree from an accredited institution. A minimum of 3+ years managing IT service management. An earned ITIL certification is required. Other/Preferred Qualifications: Proven experience in building or redesigning ITSM frameworks. Strong ability to define and manage SLA, KPI, and OLM metrics. Experience with ITSM applications (BMC Helix, ServiceNow, etc.) strongly preferred. Experience in higher education IT environments. Strong leadership and communication skills. Ability to work collaboratively with diverse teams and stakeholders. The hiring salary range for this position is $80,000.00 - $90,000.00. The hiring salary range above represents the University's good faith estimate at the time of posting. #J-18808-Ljbffr Excelsior College

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