IT Service Management Manager

Job description

Position Summary The Global Service Management and User Success (GSM-US) organization reflects NYU IT’s deep commitment to users and their success. It focuses on delivering excellent, consistent, and cost-effective services to NYU’s global community. The IT Service Management (ITSM) Manager establishes, promotes, maintains, and optimizes IT service management processes/controls (i.e. Incident/Request, Problem, Change, Knowledge, configuration management, continuous service improvement, etc.) to deliver NYU IT’s services to meet business objectives efficiently, effectively, and reliably. Serve as a subject matter expert on service matters for internal project teams. Participate in the design and implementation of IT services. Manage and optimize existing ITSM processes such as service catalog management, data certification, ITSM maturity assessment, configuration management, problem management, service asset and change management, and service level management. Adapt additional ITSM processes to NYU IT as necessary as the organization matures such as continual improvement, service review, service asset, and configuration management. Build and maintain strong relationships with intern...