The IT Service Management Program Manager enables and champions the IT service culture at the University and works closely with service owners and senior leadership to achieve the goals of the ITSM Program. This role advises on the IT service delivery processes and provides expert guidance to service owners, IT leadership, and governing committees throughout the lifecycle of services provided by IT, and drives strategies for continuous service improvement.
In addition, this role is also responsible for the management of multiple projects executed within the IT Service Management portfolio, meeting deliverables, managing resources, and fostering positive client relationships.
Posting Position Title: IT Service Management Program Manager
University Job Title: IT Service Management Program Manager
Work Week: Standard (M-F equal number of hours per day)
Required Skill/ability 1: Demonstrated ability to successfully plan, lead, and execute multiple complex programs and projects; employing a variety of methodologies depending on the project (e.g., agile or waterfall).
Required Skill/ability 2: Proven ability creating, managing and driving acceptance of processes, procedures and policies.
Required Skill/ability 3: Excellent communication and relationship building skills. Proven ability to build strong working relationships with all levels of an organization.
Required Skill/ability 4: Excellent customer service skills to meet the needs and expectations of both internal and external customers.
Required Skill/ability 5: Demonstrated ability to analyze information, problems, issues, situations and procedures to develop and implement effective solutions. Excellent organizational and time management skills, with the ability to deliver commitments while juggling multiple projects and priorities. Ability to work in a self-directed and team environment.
Preferred Education, Experience and Skills: Minimum 5-10 yrs. Program/Project Management experience. Strong understanding of ITIL and ITSM. Experience in the development and implementation of standards, procedures and guidelines to support operational processes. Experience with Enterprise ITSM software (e.g. ServiceNow, BMC Remedy, etc.). Solid understanding of software development life cycles methodologies (e.g. SDLC, Agile and Waterfall).
Required Licenses Or Certifications: ITIL Foundations Certification. Service Now System Administration Certification (preferred). Project Management Professional (PMP).
Bachelor's Degree in a related field and six years of related work experience or an equivalent combination of education and experience.
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.