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Service Owner, Device Support

Expired Job

Ohio University Athens , OH 45701

Posted 2 months ago

Do you want a unique opportunity to lead the strategy, design, and delivery of an IT service? Are you looking to apply your leadership skills in a way that makes a big impact?

Ohio Universitys Office of Information Technology is looking for candidates with excellent collaboration, leadership and communication skills to lead the IT Service responsible for managing the Universitys fleet of more than 10,000 desktop computing devices and 800 printers. This is a mission critical service that provides students, faculty, and staff access to the technologies they need to engage in learning, research, and administrative support activities.

In this position, you will be responsible for leading and managing an IT Service throughout the entire service lifecycle including strategy, design, transition, and operations. The Service Owner is responsible for developing service level agreements SLA for device support related services in partnership with senior IT leadership and is accountable for service objectives and outcomes defined within the SLA regardless of where the technology components or professional capabilities are sourced from. As the leader of this service, you will be responsible for all aspects of device support including but not limited to hardware and software lifecycle management, developing practices and standards across the University, and working closely with the University community to understand needs.

A successful candidate will have an entrepreneurial spirit, be driven to solve problems and achieve high standards of customer service, and able to facilitate communication with broad audiences including executive leadership, faculty, and other end users. You will have the opportunity to grow your knowledge and business skills and make a difference to the University you support.

Job responsibilities include, but are not limited to:

Serve as a thought leader for Device Support service offerings; Identify opportunities for service improvements and enhancements; Promote and market services and service offerings.

Ensure service level agreements are updated annually and service commitments are delivered. Monitor service levels and report service performance metrics

Operate services by facilitating and coordinating service management processes (incident, request, change and problem) throughout the service management lifecycle

Articulate current and future resource demands and resolve resource and priority conflicts with resource managers

Communicate service roadmaps and changes with stakeholders

Manage the internal and external expenditures for the services to established budgets; Forecast future expenditures for overall service operation including investments or divestments based on demand

Set and manage service priorities for run, grow and transform activities and translate needs to functional resource managers.

Contribute to the continuous improvement of IT service management, project management, and resource management processes and practices.

Minimum Qualifications:

BA/BS degree in Information Technology, Business, Communication or related field or equivalent experience.
6-8 years of related professional experience.

Ability to lead and facilitate cross-functional teams to develop, document, execute and improve IT Service.

Experience leading change from concept to successful implementation.

Preferred Qualifications:

Flexible, adaptable, and able to manage multiple tasks in a dynamic, high-pressure, fast-paced environment

Communication and interpersonal skills to interact with stakeholders at all levels of the organization.

Planning Unit: Vice President for Finance & Administration

Department: Information and Technology Office

Campus: Athens

Applicants may contact this person if they have questions about this position: Randy Nogrady -

Employment Type: Full-Time Regular

Advertised Salary:

$66,000 $75,000 depending on candidates experience and qualification. Employees also enjoy a generous benefits package including health benefits, paid time off, and education benefits for employees and qualified dependents.



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Service Owner, Device Support

Expired Job

Ohio University