Manager, IT Service Management - Digital Services
Core
Lead enterprise IT service management to improve resilience, performance, and user experience across the University.
Role type
Manager, IT Service Management
Builds
Enterprise ITSM frameworks, processes, and platforms
Domain
Higher Education / IT Operations
Deliverable
dashboards & analysis
Required skills
ITIL framework expertise, ServiceNow proficiency, incident/problem/change management, SLA/OLA definition, major incident coordination, stakeholder engagement, change management, self-service and automation strategy, CMDB knowledge, Agile methodologies
Preferred skills
DevOps knowledge, reporting tools expertise, tertiary qualifications in IT or Business
Technologies
ServiceNow, CMDBs, reporting tools
Responsibilities
Lead strategic planning and continuous improvement of ITSM practices; oversee incident, problem, change, transition, asset, configuration, and knowledge management; strengthen service catalogues and agreements; coordinate major incident and high-impact service transitions; use service data and dashboards to guide decisions; build a collaborative service management function.