Senior Manager, Service Management

JOB PURPOSE The role of the Service Management Office is to design and facilitate the offering, provisioning, support, and perpetual improvement of technology services to our campus-wide clients. We seek to provide a seamless and quality designed experience throughout the service lifecycle, ensuring that our services align with the overall University IT strategy. The role of Senior Manager, Service Management, will work closely with the Director of Service Management and Business Relations to develop and evolve Service Management programs including Stanford's ServiceNow platform. This includes: Development of a vision and roadmap to deliver the value campus is seeking from online requests/incidents, fulfillment processes, and automated workflows Development of processes and criteria for prioritizing enhancements to the platform Specifications of high level requirements for different use cases to support campus needs. Evaluation of additional modules available from ServiceNow Development of key performance indicators and goals to assess the health and direction of the program Work with campus partners and UIT Business Relationship Managers to understand the current and future demands from the Stanford community to inform the ServiceNow strategic roadmap. Ensure end-to-end understanding of disparate business processes and systems, including linkages between business applications. Identify gaps or shortcomings in current business process automation and drive automation and workflow improvements. Work with Director of Service Management and Business Relations to evolve other Service Management programs beyond ServiceNow, such as Identifying metrics and implementing reporting that will help the ITSM team measure customer satisfaction. QUALIFICATIONS 10 years' experience as a senior project manager, program manager, program director or service manager, serving an IT organization or technology company, with at least three years of experience relevant to service or product management. Experience developing a roadmap for a technology service or product. Experience evolving or implementing ServiceNow or other enterprise-wide platform. Understand the ITIL framework  Able to establish effective working relationships with key stakeholders both within UIT and across the institution. Experience with designing, launching, or building reports to help teams make better business decisions. Able to learn technical information quickly. Strongly oriented toward collaboration; a team player able to work collaboratively and effectively with and through others, at all levels in the organization. Excellent oral, written and presentation skills to communicate, persuade and influence decision-making, paired with active listening skills. Experience working in higher ed is highly desired. Strong commitment to diversity and to serving the needs of a diverse population. Physical Requirements: Frequently sit, perform desk based computer tasks, and grasp lightly/fine manipulation and lift, carry, push, pull objects that weigh up to 10 pounds Occasionally stand, walk and write by hand. 81242
Salary Range: NA
Minimum Qualification
8 - 10 years

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