Rutgers, The State University of New Jersey, is seeking an Associate Director, IT-Info Tech Service Management (ITSM). The Associate Director, IT for Information Technology Service Management (ITSM) oversees the implementation and ongoing operations associated with Rutgers University's ITSM platform. Utilizing ITIL (Information Technology Infrastructure Library) best practices, the initial deployment will create Incident, Knowledge, and Change management modules within the Rutgers Office of Information Technology (OIT) Help Desk. Subsequently, the platform will provide the ability to integrate all Rutgers IT services, expand the number of ITIL based service modules, and eventually serve as a university-wide platform for delivery of all services, both IT and non-IT.
Among the key duties of this position are the following:
Collaboratively leads the university-wide effort to improve service processes and delivery utilizing an ITIL based vendor provided software product.
Oversees initial deployment of Incident, Knowledge, and Change management modules within OIT and set strategic direction for integrating additional distributed IT Service and Non-IT ITIL based modules.
Process owner for ensuring that Service Level Agreements are developed to establish service delivery standards guaranteeing efficient delivery of all services.
Oversees the creation of key performance indicators (KPIs) that will evaluate the effectiveness and efficiency of service delivery processes.
Leads the creation of a governance structure, which includes a Service Management Policy Group to establish service strategy for the ITSM team.
Provides informed ITIL based guidance to the Policy Group as well as periodic reports on the effectiveness of the ITSM efforts across functional and reporting units.
Provides targeted reports on service delivery efforts and serves as a member on a Change Management Committee when the Policy Group deems that major changes need to be implemented or priorities established.
Ensures a vibrant continual service improvement program by creating, leading and then promulgating an improved service ethic among service desk employees and all who are involved in service delivery.
Motivates staff through effective performance counseling, coaching, feedback, and skill development.
Minimum Education and Experience:
Bachelor's degree, and 5 years of relevant experience; an equivalent education, experience and/or training may be substituted for the degree requirement.
Required Knowledge, Skills, and Abilities:
Significant professional experience with an ITIL/ITSM platform.
A proven track record for developing people, teams, and strong partnerships with other functional teams.
Must be well versed in the basic tenets of ITIL (Service Strategy, Design, Transition, Operation, and Continual service improvement).
ITIL Foundations Certification.
Experience leading implementation and administration of IT operational tools.
Experience defining and using metrics to identify continuous improvement opportunities.
Experience with design and implementation of IT operations that leverage internally and externally provided solutions.
Experience adapting and implementing operational frameworks such as ITIL service management into a large organization.
Experience leading IT service provider adoption of operational framework such as ITIL service management.
Prior experience in a clinical support environment.
Prior experience in a higher education technology environment.
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was ...at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.