DIRECTOR OF SERVICE MANAGEMENT

Req #: 231913

Department: UW INFORMATION TECHNOLOGY

Appointing Department Web Address: ~~~

Posting Date: 03/08/2024

Closing Info

Open Until Filled

Salary: $7,950 - $16,759 per month

Shift: First Shift

Notes

As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (~~~)

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state, and around the world. UW employees offer their boundless energy, creative problem-solving skills, and dedication to build stronger minds and a healthier world. By being deeply invested in our work, showing compassion in our interactions, and embodying the spirit of a team player, each member contributes to a thriving community. UW is committed to attracting and retaining a diverse staff; your experiences, perspectives, and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW's IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world, partnering with the UW community to enable innovation, learning, discovery, and service."

The Director of Service Management is responsible for the vision, strategy, leadership, and management of IT Service Management. The Service Managment Office (SMO) provides leadership to help ensure that UW-IT services continuously support the needs of the University and provides a framework for operational excellence. The SMO includes business process analyst staff whose purpose is to provide enterprise grade service management services as a best practice framework to ensure alignment of UW-IT services with the University's current and future needs. The Director leads the continuation of IT Service Management (ITSM) implementation for UW-IT and UW.

The Director plans, leads, and coordinates strategic initiatives within UW-IT, across UW, and with higher education institutional partnerships to: * Implement effective, efficient and uniform business processes across UW-IT to ensure a consistent and predictable customer experience. * Identify, describe, and implement roles for processes and services to improve transparency, accountability, strategic alignment and service delivery. * Engage and align with the Service Management Platform team to ensure that our enterprise level ITSM toolset supports efficient uniform business processes

REQUIREMENTS:

• Bachelor's Degree in Business, Information Management, Engineering or related field or experience.

• Six or more years' experience with ITSM and ITIL processes and functions

• Experience in IT management with increasing level of responsibilities - including project management, customer support, and service team operations

• Demonstrated leadership that includes defining new roles, processes and functions within an Information Technology organization.

• Demonstrated skills in strategic planning, service management, project management, team management, and coordination.

• Must be an articulate, consensus building, and persuasive leader who can serve as an effective member of UW-IT's Strategy & Business Operations leadership team and support effective decision making

• Demonstrated ability to learn quickly and apply new ideas, technologies, and processes when appropriate

• Must have strong written and oral communication skills with the ability to effectively communicate to technical staff, non-technical staff, senior professionals, and all levels of administration.

• Demonstrated abilities presenting content and facilitating discussions with large audiences

• Must have experience in managing budgets in a constrained financial environment

• Demonstrated ability in consulting, advising, and partnering with professional peers.

• Able to work and prioritize effectively in a highly dynamic, decentralized, matrix work environment

• Demonstrated experience leading projects

• Excellent customer service skills and experience DESIRED:

• Intermediate ITIL 4 level certifications in at least one area (Managing Professional, Strategic Leader, Extension Modules, Practice Manager)

• Experience in Major Research University setting

• Demonstrated success with coordinating service management strategies and improving enterprise operations across organizational boundaries

• Experience defining Statements of Work for vendor professional services

• Demonstrated excellent written/ oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities CONDITIONS OF EMPLOYMENT: Hybrid, open office environmentThis is an essential position and is required to report to work remotely when UW suspends operations. Application Process: The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your "My Jobs" page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.