Director Of Service Management

University Of Southern California Los Angeles , CA 90009

Posted 2 weeks ago

The University of Southern California's (USC's) Information Technology Services is seeking a talented Director of Service Management with an exceptional commitment to service excellence to join its team. As the Director of Service Management, you will be an integral member of the Customer Experience team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

THE TEAM

ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USC's ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university's mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.

We are looking for top talent to join us on our journey.

ITS CULTURE

USC's ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angelesa global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Familythe faculty, staff, students, and alumni who make USC a great place to workyou will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.

MINIMUM QUALIFICATIONS

The candidate for the position of Director of Service Management must meet the following qualifications:

  • Bachelor's degree in a relevant field, such as business management, computer science, etc., or equivalent combination of education, training, and experience.

  • Eight years of experience in one of the following fields: information technology, business administration, or higher education. Minimum of three years of experience in a management or leadership role.

  • ITIL V3 certification.

  • Experience in implementing ITIL-based methods using ServiceNow software and a deep understanding of and experience with ITIL service management processes.

  • Experience developing and maintaining service catalogs, service-level agreements (SLAs), and end-user support services.

  • Proven ability to foster an environment of trust, collaboration, transparency, and accountability and to build an inclusive environment that values, encourages, and supports differences.

  • Extensive experience in delivering IT customer service based on service levels and service quality measures, delivering technology services in the field through coordination with central teams, and driving continuous service improvement.

PREFERRED QUALIFICATIONS

The ideal candidate for the position of Director of Service Management has the following qualifications:

  • Master's degree in a relevant field, such as business management, computer science, etc.

  • More than ten years of experience in one of the following fields: information technology, business administration, or higher education. Five or more years of experience in a management or leadership role.

  • Is a persuasive and effective communicator with the ability to interact with a wide variety of stakeholders and with experience presenting the business side of technical topics to non-technical audiences.

THE WORK YOU WILL DO

The Director of Service Management leads the development and continuous improvement of service management processes and tools. This position works closely with ITS leadership to identify, recommend, implement, and support cost-effective, leading-edge technology solutions across ITS. The Director of Service Management facilitates the formulation and adoption of improved service management processes, including the documentation and publishing of standard services and metrics to ensure effective use of the ITIL toolset, data analysis methodologies, technology implementations, and service- and operational-level agreements. As a member of ITS, the Director of Service Management is expected to model and cultivate ITS's cultural values and behaviors within his or her team.

JOB ACCOUNTABILITIES:

The Director of Service Management:

  • Leads the development and continuous improvement of all ITIL IT service management processes and other related services and controls by defining and refining repeatable processes for the intake of toolset requirements, changes, and day-to-day service management.

  • Creates and provides training, outreach, and organizational change management for the adoption of the IT service management (ITSM) program, processes, and protocols.

  • Provides end-to-end process definition and integration for the lifecycle of ITS services, including governance for processes, architecture, and standards.

  • Proactively identifies issues by tracking trends and engaging campus customers, key stakeholders, and ITS staff and develops process improvements to ensure prompt issue resolution.

  • Facilitates the adoption of new or improved processes, procedures, service-level agreements (SLAs), operational-level agreements (OLAs), and service models across the ITS organization.

  • Fosters an inclusive environment that values differences and creates a sense of belonging and appreciation for team members; creates a culture of trust and transparency.

  • Establishes and maintains trusted relationships with customers, partners, and ITS departments to build an information technology strategy that responds to the business vision, goals, and strategy of the university.

  • Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

MINIMUM QUALIFICATIONS

The candidate for the position of Director of Service Management must meet the following qualifications:

  • Bachelor's degree in a relevant field, such as business management, computer science, etc., or equivalent combination of education, training, and experience.

  • Eight years of experience in one of the following fields: information technology, business administration, or higher education. Minimum of three years of experience in a management or leadership role.

  • ITIL V3 certification.

  • Experience in implementing ITIL-based methods using ServiceNow software and a deep understanding of and experience with ITIL service management processes.

  • Experience developing and maintaining service catalogs, service-level agreements (SLAs), and end-user support services.

  • Proven ability to foster an environment of trust, collaboration, transparency, and accountability and to build an inclusive environment that values, encourages, and supports differences.

  • Extensive experience in delivering IT customer service based on service levels and service quality measures, delivering technology services in the field through coordination with central teams, and driving continuous service improvement.

USC is an equal opportunity, affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring ordinance. We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law.

Read USC's Clery Act Annual Security Report

Required Legal Notices

Certain positions are subject to background screening

If you are a current USC employee, please apply to this USC job posting in Workday by copying and pasting this link into your browser:

https://wd5.myworkday.com/usc/d/inst/1$9925/9925$28686.htmld


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Director Of Service Management

University Of Southern California