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.