Careers at Virginia Tech

Senior Director, Service and Business Management

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Work type: Administrative & Professional
Senior management: Vice President-Info Technology
Department: IT Experience & Engagement
Location: Blacksburg - Main Campus, Fully Remote, Hybrid
Categories: Information Systems / Technology

Job Description

Reporting to the Deputy Executive Director of IT Experience and Engagement, this position is responsible for championing best practices and managing a team for the development of service management processes based on ITSM/ITBM constructs and the ITIL framework. The role is both a proven Business Leader and a proven IT leader who possesses the ability to fully leverage the ServiceNow platform with a focus on meeting customers' business needs and objectives. The Senior Director is a Senior IT leader with a proven track record of leading teams to improve relationships, deliver, and support technology solutions.

The Senior Director is responsible for driving the following initiatives:
● Defining, implementing, and leading a strategy to drive adoption of service management and operational best practices utilizing the ServiceNow platform.
● Developing and implementing a strategy and roadmap for organizational excellence in the application of ITSM services, procedures, and tools.
● Developing a stakeholder engagement plan for expanding and deploying ServiceNow capabilities across the university by building relationships that ensure ITEE maintains good relationships with the people whose work we impact.

Key responsibilities include:
● Fostering continuous service delivery optimization and improvement.
● Identifying resources and sourcing of service management operations support.
● Leading the ServiceNow Development, Service Catalog, Knowledge Management and Training teams within IT Experience and Engagement.
● Participating in the ITSM Governance Committee, made up of stakeholders from the Division of IT.
● Collaborating with stakeholders to ensure collaboration and coordinated ServiceNow strategy to meet service management goals and objectives.
● Leading continual service improvement and ongoing process maturity through regular reviews of the ITSM/ITBM process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.

Required Qualifications

- Bachelor's degree in Computer Science or Information Systems, or equivalent degree
- Demonstrated experience with an IT Service Management platform
- Experience ensuring platform team alignment with the business strategy, roadmap, and established governance processes
- Significant experience managing and leading a team of IT professionals
- Strong organizational and communications skills
- Knowledge of IT Service Management Processes
- Ability to communicate effectively with customers and work professionally and courteously with all levels of teams to evaluate and improve core processes for more efficient outcomes
- Ability to work independently, effectively prioritize, and execute tasks without supervision and the ability to manage multiple simultaneous tasks and projects
- Understanding of project management principles and excellent planning skills
- Experience on a technical service desk/helpdesk and familiarity with incident management software
- Strong assessment and analytical skills
- ITIL Foundations (V.3 or V.4) certification

Preferred Qualifications

- Advanced degree in Computer Science or Information Systems, or equivalent degree
- Significant experience administering an ITSM tool, such as ServiceNow, from a strategic perspective
- Experience in higher education and with culturally diverse populations
- Knowledge of Virginia Tech and Commonwealth of Virginia personnel policies
- Significant experience in IT using ITSM/ITBM and ITIL best practices
- Advanced ITIL or similar certifications

Appointment Type


Salary Information

Commensurate on Experience

Review Date


Additional Information

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including the Innovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous Extension offices and research centers. A leading global research institution, Virginia Tech conducts more than $500 million in research annually.

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or military status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.

If you are an individual with a disability and desire an accommodation, please contact Brittany Kessler at during regular business hours at least 10 business days prior to the event.

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