It Service & Release Program Manager

The IT Service & Release Program Manager will oversee the planning, coordination, and execution of our IT service delivery and software release management processes. As a key member of our IT team, you will be responsible for ensuring the seamless deployment of IT services and software releases while maintaining a high level of quality and compliance.

This position requires strong analytical and problem-solving abilities, as well as a keen attention to detail. The ideal candidate will demonstrate a proactive approach to IT service delivery and release management, with a focus on continuous improvement and customer satisfaction. The position will be an individual contributor role with no direct reports. The role will also be a dotted-line responsibility to the Deputy Chief Information Officer (DCIO). The University is in the process of planning the implementation of a new technical solution (BMC Helix) working with a Managed Service Provider.

This is a full-time hybrid role with a minimum of two required days at Excelsior's home office of 7 Columbia Circle, Albany, NY, with the remainder of the days worked from home.

Service Management:

• Develop and implement IT service management strategies, policies, and procedures.
• Maintain the IT service catalog and associated SLAs.
• Manage IT service lifecycles, aligning with business goals.
• Continuously improve service delivery processes for efficiency.
• Monitor and report service performance against SLAs and KPIs.
• Conduct regular assessments of service metrics for improvement opportunities.

Release Management:

• Lead release planning and coordination across teams.
• Schedule and lead change advisory board meetings.
• Define release processes and standards for reliable deployments.
• Coordinate release schedules and activities.
• Mitigate risks and resolve issues during releases.

Program Management:

• Drive IT programs for service improvement and release management.
• Collaborate with teams to prioritize and execute program deliverables.
• Develop program schedules, budgets, and resource plans.
• Provide regular updates to stakeholders on program status.

Change Management:

• Implement best practices to minimize disruptions from IT changes.
• Assess the impact of proposed changes on services and releases.
• Ensure proper documentation and communication of changes.

Compliance and Quality Assurance:

• Enforce compliance with IT governance policies and regulations.
• Conduct quality assurance reviews for adherence to processes.
• Identify areas for improvement and implement corrective actions.

Stakeholder Engagement:

• Build and maintain relationships with stakeholders.
• Collaborate with business units to understand service requirements.
• Address stakeholder concerns and communicate updates.
• Implement strategies to enhance end user experience.

Required Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience (3+ years) in IT Service Management, Release management, DevOps management, or program management roles.
• Strong understanding of ITIL framework and best practices.
• Proficiency in project management tools.
• Excellent communication, leadership, and interpersonal skills.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.

Preferred Qualifications:

• ITIL Foundation or higher certification.
• Agile or Scrum certification (e.g., CSM, CSPO).
• Previous experience managing an ITSM/ESM platform (BMC Remedy or Helix).
• Previous experience managing a 3rd party managed service provider.

The hiring salary range for this position is $88,000.00 - $98,000.00. The hiring salary range above represents the University's good faith estimate at the time of posting. Application Information

If you have problems with online submission, please call 518-608-8270.

Excelsior University offers competitive compensation and a generous benefits package that includes paid time off, retirement, and excellent health insurance. Interested candidates should submit a letter of application, resume, and the names of three professional references. Please submit requested information by clicking the Apply Now button on this page.

Excelsior University is an equal opportunity employer committed to ensuring all qualified applicants receive consideration for employment without regard to any legally protected characteristic.

AA/EOE/ADA

Excelsior University is an equal opportunity employer committed to ensuring all qualified applicants receive consideration for employment without regard to any legally protected characteristic.