Job ID: 2019-10932 Type: Full-Time # of Openings: 1 Category: Information Technology
The Office of Information Technology (OIT) is seeking an Associate Director for Service Management to join its Service Management Office (SMO). The SMO provides leadership and direction to campus to ensure that the administrative services we provide meet customer needs and add value to Princeton University.
The Associate Director for Service Management is responsible for managing a team of business analysts who support SMO processes; managing all program management activities, including scheduling and resource management; and providing leadership for reporting metrics and KPIs for these processes. Current service management processes include: case, incident, major incident, change, problem, service portfolio, asset and configuration management, field services, and knowledge. This position reports to the Associate CIO for Service Management.
This position is responsible for applying continual service improvement principles to all service management processes. Additionally, this role manages the lifecycle of all OIT services to ensure that the organization follows procedures for onboarding and offboarding services, ensuring OIT makes sound decisions about its technology portfolio that are aligned with our strategy and consider financial implications. This position also ensures that customer experience is at the center of all services designed and satisfaction is measured. This individual develops and maintains relationships with IT professionals and other stakeholders across campus to continuously improve service and customer satisfaction. The Associate Director also works closely with the senior staff, the ServiceNow platform lead, and process analysts to ensure that programs are delivered on time, on budget, and with quality, while meeting usability and accessibility standards. This role is responsible for managing organizational service reporting needs related to service quality.
Lead a team of process analysts
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
Manage client service aspects of continual service improvement projects, including coordination between the SMO and business process development and training
Identify and publish useful and actionable service metrics for processes, determining where this information is best used and ensuring that decision makers have access
Participate in regular demand management and resource planning with the platform lead
Work with 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 a central repository
Define appropriate policies and standards to be deployed throughout the service lifecycle process and maintain adherence to these processes through reporting
Work with other process owners ensuring an integrated approach to the design and implementation of problem management, incident management, knowledge management, asset and configuration management, access management, and request fulfillment
Perform other duties as assigned
Eight or more years of experience managing people, processes, or projects
Experience with enterprise-wide IT operations
Experience with human-centered design and user experience
Experience with the development, implementation and integration of IT service, and operations or monitoring capabilities
Strong written, oral, and visual communication skills
Strong analytical skills and demonstrated experience with strategic thinking
Experience implementing service management processes in an IT service organization
ITIL 4 Foundations certification and ITIL intermediate certifications
Leadership skills, including: leading organizational change; building rapport with colleagues, clients, and customers; mentoring and motivating others
Ability to demonstrate and foster meaningful collaboration
Proficient in ServiceNow and in the use of reporting software, ITSM tools, diagramming and project management software
Understanding of complementary industry standards, such as SDLC, Agile, and Lean
Bachelor’s degree required; advanced degree in a related field preferred
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
Internal Number: 115903145
About Princeton University
Princeton University is a vibrant community of scholarship and learning that stands in the nation's service and in the service of all nations. Chartered in 1746, Princeton is the fourth-oldest college in the United States. Princeton is an independent, coeducational, nondenominational institution that provides undergraduate and graduate instruction in the humanities, social sciences, natural sciences and engineering.As a world-renowned research university, Princeton seeks to achieve the highest levels of distinction in the discovery and transmission of knowledge and understanding. At the same time, Princeton is distinctive among research universities in its commitment to undergraduate teaching.Today, more than 1,100 faculty members instruct approximately 5,200 undergraduate students and 2,600 graduate students. The University's generous financial aid program ensures that talented students from all economic backgrounds can afford a Princeton education.