IT Service Management Program Manager

The University of Notre Dame seeks an ITSM Program Manager to help transform and improve IT service delivery. The Office of Information Technology (OIT) is the central IT organization at the University. This position will serve as the team lead for the ITSM team.Why join the OIT at Notre Dame?We do fantastic work and make a difference. We are leaders in higher ed IT and are recognized among Computerworld Best Places to Work in IT for more than a decade. We have a welcoming, inclusive, and fun culture.This means we need a strong ITSM program helping us take the next giant leaps in our IT maturity. Our ITSM roadmap is ambitious but we are aligned in its importance.Position SummaryProvides oversight of the IT Service Management Program through a “user first” approach to service delivery and develops a metrics-driven culture of continuous improvement to improve operations and strategic enablement.Coordinates the design of the organization’s overall ITSM process roadmap using best practices and industry standard frameworks.Partners with other leaders across the organization and champions the day-to-day operation, continuous improvement, and governance of the life-cycle of ITSM.Develop and implement an overall ITSM strategy and training plan.Coordinate all ITSM processes across the University IT community, ensuring that ITSM works seamlessly with IT stewardship, enterprise architecture, project and portfolio management, organizational change management, and other enterprise IT processes.Support the director and leadership team in achieving the strategic goals of the organization.Key responsibilities include:Program Leadership: Lead the development, implementation, and continuous improvement of the IT Service Management (ITSM) program, ensuring alignment with the institution’s strategic goals. Perform an annual ITSM maturity assessment.Team Lead: Provide day-to-day management of ITSM staff, including mentoring and coaching. While this is an individual contributor position, it has the potential to grow into a management role.ITSM Best Practices: Champion ITIL best practices across the organization, fostering a culture of service excellence and continuous improvement. Provide training, guidance, and mentorship to IT staff on ITSM principles and practices, promoting a knowledgeable and skilled workforce.Service Strategy, Design, and Transition: Oversee and support the service lifecycle, including design, transition, and retirement of services, ensuring they meet business requirements and deliver value.Process Management: Design, implement, manage and continuously improve ITSM processes to enhance efficiency and effectiveness, including incident management, major incident management, problem management, change enablement, asset management, and service level management.Performance Monitoring: Provides oversight and management of service metrics. Provide data and reporting of key performance indicators and trends in the IT department-wide and service specific, both through independent tracking and through reporting via ServiceNow.At Notre Dame, we believe in creating an environment where everyone feels valued, respected, and included in a work environment that encourages innovation and teamwork. You’ll have the opportunity to work with a talented and diverse group of colleagues, contributing to technology solutions that drive the university’s mission forward. We are committed to diversity in all its forms and actively seek candidates from underrepresented backgrounds. We encourage applications from individuals of all races, ethnicities, genders, abilities, and perspectives.Please note:

This position is eligible for hybrid work and requires the individual to be present in the office 3-4 days per week.Minimum QualificationsBachelor’s degree or equivalent experienceValued skills and experiences include:ITIL expertise and certificationsExperience in leading cross-functional teams and driving change initiativesExperience in designing complex processes and workflows, and in simplifying them for efficiencyExperience administering or working within an IT service management tool, such as ServiceNow, TeamDynamix, Cherwell, Remedy, etc.Working familiarity with IT infrastructure, networking, and service architecturesDemonstrated ability to communicate with both highly technical team members and non-technical customersAttention to detail, excellent writing and communication skills, and organizational skills are critical to this role, with the ability to juggle multiple priorities when neededWe encourage anyone with interest to apply, even if you don’t have all of the skills listed. As a professional in the ever-changing fields of technology and education, the selected candidate can expect to continue to develop in these areas through structured professional development programs, experiential learning, and self-directed growth. Our team invests in helping each other learn and grow along with our industry. You will be supported in your desire for well-being, life-work integration, and professional growth and development.Preferred QualificationsSpecial Instructions to ApplicantsDepartmentDepartment IT Strategy, Planning, and Architecture (29020)Department WebsiteFamily / Sub-FamilyFamily / Sub-Family IT / IT Change MgmtCareer Stream/LevelCareer Stream/Level EIC 3 SpecialistDepartment Hiring Pay RangeDepartment Hiring Pay Range Up to $115,000 commensurate with experiencePay IDPay ID Semi-MonthlyFLSA StatusFLSA Status S1 - FT ExemptJob CategoryJob Category Information TechnologyJob TypeJob Type Full-timeSchedule: Days of Week & HoursM-F, 8:00-5:00. This position is eligible for a Hybrid work arrangement (1-2 days remote).Schedule: Hours/WeekSchedule: # of monthsThe University of Notre Dame seeks to attract, develop, and retain the highest quality faculty, staff and administration. The University is an Equal Opportunity Employer, and is committed to building a culturally diverse workplace. We strongly encourage applications from female and minority candidates and others that will enhance our community. Moreover, Notre Dame prohibits discrimination against veterans or disabled qualified individuals, and requires affirmative action by covered contractors to employ and advance veterans and qualified individuals with disabilities in compliance with 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a).Required fields are indicated with an asterisk (*).* What ITIL certifications have you attained (whether they are current or not)? (Open Ended Question)

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