PAY GRADE: 33S

CONTEXT OF THE JOB:

Information Technologies at the University of Delaware (www.it.udel.edu) provides the IT infrastructure, central IT systems and applications, and IT services for University of Delaware teaching, learning, research, administrative, and outreach activities. The IT organization is comprised of these eight units: Academic Technology Services, Client Support & Services, Enterprise Systems & Cloud Services, Information Security, Network & Infrastructure Services, Project Management Office, Research Cyberinfrastructure, and University Media Services.

Under limited direction of the Assistant Vice President, the Director of IT Service Management (ITSM) has oversight of the design, creation, implementation and improvement of services offered by the IT units that support the campus community including contract and vendor management, asset management, and relationship management. The incumbent oversees ongoing ITSM/ITIL process improvement initiatives; advises on process improvement and measurement activities; is accountable for Information Technology Infrastructure Library (ITIL) and ITSM; including communication, process consulting, management process and ITIL projects, and related staff coordination. The Director of ITSM also coordinates change, incident, problem, and service level management process areas.

MAJOR RESPONSIBILITIES:

• Develops, implements, and maintains ITSM within the IT organization. Implements and monitors progress and performance of ITSM/ITIL program. Uses best practices, research, data analysis, process development and program/project management. Develops and maintains project plan for service delivery.
• Directs the ITSM Liaison in providing service management expertise to UDIT and campus clients.
• Coordinates the expansion of the University-wide service management software to UDIT, distributed IT units, and other administrative units providing services to the campus community.
• Configures, customizes, and manages the University-wide service management software (TeamDynamix). Develops custom forms, workflows, reports, dashboards, and API integrations. Oversees the process to ensure the data is imported and synced with University enterprise systems.
• Manages the vendor relationship, support, and contract for the University-wide service management software and associated tools.
• Develops ITSM best practices and training modules to support of the University service management software. Delivers custom training programs and ongoing support to technicians and administrators of the tool.
• Leads cross organizational teams and works with various IT and campus groups toward solutions for the betterment and efficiency of IT services. Defines and collaborates with service owners to ensure that IT is fully capable of supporting a broad range of services and technologies. Empowers team members through effective communications, coaching, guidance, technical training and mentoring for current roles and career aspirations.
• Develops and maintains an IT Service Catalog including service descriptions, service matrixes, operating procedures and metrics. Maps service owners, dependencies, and asset relationships.
• Identifies ITSM/ITIL and process-related organizational changes and provides recommendations to the IT leadership team.
• Establishes, measures, and reports on measures and performance indicators related to services, processes, operations, and delivery. Creates ITSM/ITIL metrics and key performance indicators and identifies actions that should be considered based on those items.
• Creates and maintains standard processes and documentation as a way to facilitate repeatable and reliable service activities across Information Technologies.
• Develops, recommends, implements, and monitors policies, procedures, and workflow. Ensures compliance with approved policy and procedures and escalates customer issues when necessary to service owners and IT senior leadership.
• Responsible for managing operations associated with the ITSM/ITIL process improvement initiative program. Leads and manages identified ITSM/ITIL process improvement projects.
• Consults on ITSM/ITIL and process-related topics in an operational and project context. Provides topical expertise in ITSM/ITIL, process improvement and quality management topics.
• Communicates and champions ITSM/ITIL and process improvement initiatives within the IT division and across the university.
• Keeps abreast of industry standards, recommendations, and guidelines in the area of ITSM and ITIL and technology tools that could assist IT’s efforts.
• Establishes and maintains appropriate working relationships with colleagues and users and propagates and follows University policies and procedures governing IT efforts. Participates in University-wide planning and governance as appropriate by participating in committees and task forces and forming partnerships with colleagues on campus.
• Participates in professional development activities, in cross-functional projects and activities and in ITSM professional organizations.
• Performs miscellaneous job-related duties as required.

QUALIFICATIONS:

• Bachelor’s degree and seven years of experience developing information technology business process, managing information technology projects and/or programs, or equivalent combination of education and experience. Degree in Management Information Systems, Business, or related field preferred.
• Experience working in a cross-functional role in a technology unit of an institution of higher education or on cross-functional projects for that technology unit.
• Demonstrated basic IT knowledge, as obtained via work with applications, help desk operations, lab management, and a technical subject matter expert, etc.
• Knowledge of project lifecycle management and software development lifecycle.
• Knowledge of ITIL/ITSM process and practices.
• Experience designing, developing, and implementing ITIL or similar framework systems or processes.
• Experience leading an ITIL process implementation project.
• Experience administering, customizing, and using IT Service Center tools.
• Experience with change management, incident management, service desk, problem management, and service catalog.
• Effective leadership, consulting, facilitation, consensus building, conflict resolution, and negotiation and team building skills.
• Knowledge of IT management tools and software licensing tools.
• Demonstrated understanding of key trends in the IT industry, particularly on ITIL practice and technology.
• Effective oral and written communications skills.
• Ability to explain technical concepts to audiences with a wide range of technical skills.
• High level of organizational ability.
• Ability to work effectively with faculty, staff, and students from a variety of diverse backgrounds.
• Demonstrated problem-solving skills.
• Able to adapt within a rapidly changing technical environment.
• Training or course work with focus on process improvement.
• Experience in an information technology department that utilizes the ITIL framework.
• Project Management Professional or higher certification preferred.
• ITIL Foundations or higher certification preferred.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures and backgrounds.
• Committed to fostering a workplace culture of belonging, where diversity is celebrated and equity is a core value.