Director Of It Service Management

The Information Technology Service Management Director in the Technology Experience and Innovation (TE&I) department of Office of Information Technology (OIT) ensures ITIL processes are executed accurately and aligned to provide a service focus environment that represents all IT and Non-IT Service Management areas. The best part is that the entire organization understands the value of ITIL and embraces the service management culture, no selling needed!

The ITSM Director will have the opportunity to be hands-on in implementation of processes and oversee the development and implementation of processes and tools. This leader will help UT Dallas create and administer a robust CMDB, mature our Change and Incident/Problem processes, and provide leadership to a team focused on service management. In addition, this role will lead us in creating processes and procedures, working closely with leadership across Office of Information Technology (OIT), train teams on our processes, provide metrics and reporting, establish relationship with other IT groups on campus and bring awareness of the importance of using ITIL process.

Minimum Education And Experience

Bachelor's degree and 5 years of related progressive experience.

Preferred Education And Experience

• Excellent listener
• Polite, patient, ethical, trustworthy, prompt, and dependable
• Ability to mentor, provide leadership and multi-task
• Ability to thrive in a hybrid team environment
• Higher Education Experience
• Proficient in Microsoft Excel and/or other data tools like Power BI
• Curious, innovative, results focused
• Knowledge of DevOps, Agile and Scrum methodology
• Strong leadership skills in driving engagement, adoption and change for processes and technology.
• Experience with TeamDynamix or ServiceNow
• 100% confidentiality
• ITIL Foundations Certification
• Strong analytical and problem-solving skills
• Customer Service Excellence
• Team player and team builder
• Excellent communication skills (reading, writing, listening, speaking, and presentation)
• Experience with ITSM
• Strong emotional intelligence

Essential Duties And Responsibilities

• Maintain close working relationships with leaders, campus partners, and clients to define business needs and expectations and develop processes that adhere to ITIL processes based upon feedback.
• Sit down with and understand the workflow of each individual IT team across campus to create an inclusive environment where each technology practitioner feels like they have a voice in the service management practices.
• Create processes and policies in Incident Management, Problem Management, Service Catalog Management, and Service Request management that adhere to ITIL Practices and ensure a development of a tool that mirrors those practices.
• Manage a team of professionals and student employees in development of the ITSM tool and bringing in best practices of project and task implementation.

CMDB

• Maintain accuracy of the CMDB through processes, regular updates, and conversations/trainings with stakeholders to assess challenges and enhance operational solutions.
• Design reports and dashboards to integrate in decision processes and highlight value of CMDB.
• Develop a comprehensive CMBD strategy in partnership with OIT areas to formalize an implementation plan that ensures accuracy of items maintained.

Incident/Problem Management

• Create Outage templates for notifications (internal and external) and create a process for a notification website.
• Improve and implement major Incident Process to include communication and escalation in collaboration with Service Desk during major incidents.
• Responsible for leading the team with resolution and helping to determine root cause
• Evaluate current processes to identify opportunities, report trends and recommend actions to take based on analysis.
• Document known lessons learned for more efficient resolution of future incidents.

Change Management

• Review submitted changes for errors, and/or schedule conflict.
• Facilitate weekly Change Management Meeting.
• Review and identify gaps and opportunities in current processes and procedures to continually improve Change Management.

Knowledge Management

• Review and identify gaps and opportunities in current processes and procedures to continually improve Knowledge Management.
• Lead efforts with Service Desk to streamline and centralize Knowledge Management in OIT.
• Conduct focus groups to identify gaps in our knowledge.

Service Catalog

• Responsible for continuing efforts to align Service and Knowledge Catalog.
• Review and identify gaps and opportunities in current processes and procedures to continually improve Service Catalog.
• Continually advocate with Service owners to update existing services and create process for new / modified services.

Portal

• Review and identify gaps and opportunities in current processes and procedures to continually improve Portal design and functionality with our ITSM tool.

Reporting

• Detailed weekly and monthly reporting on Incident, Problem, and Change
• Design and implement single incident and request reporting for all teams

Other ITIL Process Implementation

• Enhance and conduct training on Incident, Problem and change Management process for IT organizations across campus
• Liaison with other departments to Champion Incident/Problem principles, process, and best practice
• Responsible for running Major Incident, Problem& Change Management process
• Responsible for ensuring the process for conference call and/or a war room is placed during an outage if or when necessary.

ITSM Development Team

• Work with lead of ITSM development team to put forward best practices in operations and project intake workflows.
• Lead the Working group that decides on project load and implementation approvals.
• Help guide the ITSM team to produce the best product possible for our campus.
• Lead innovative solutions to integrate other tools to our ITSM system.
• Help the AVP of Experience and Innovation Technologies in reviewing our current tool every three years to make sure it's still effective for UT Dallas.
• Be the front facing project lead on all new implementations.

Additional Information

Hybrid Remote Work Available for Texas Residents

Important Message

• All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.
• The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. EOE, including disability/veterans. The Universityis committed to providing access, equal opportunity, and reasonable accommodationfor individuals with disabilities.To request reasonable accommodation in the employment application and interview process, contact theADA Coordinator.For inquiries regarding nondiscrimination policies, contact theTitle IX Coordinator.