Program Director, It Service Management

Job Title:Program Director, IT Service Management
Location: Tallahassee, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 57053
Department

This position is within FSU’s Department of Northwest Regional Data Center (NWRDC)

The IT Service Management (ITSM) team is a dedicated group within NWRDC responsible for overseeing and optimizing the delivery of IT services as well as maintaining/developing the necessary application used for this process. This team focuses on aligning IT processes and services with the business needs and objectives. ITSM involves planning, designing, transitioning, operating, and continually improving the IT services provided to internal and external customers.

Responsibilities

• Responsible for championing best practices and managing teams for development of Service Management processes based on ITSM constructs. Leads teams of professionals in the areas of Service Management, service delivery, metrics and reporting.
  Assists ITSM Applications and ITSM Support Services Managers with high-level planning and management of their relevant areas of technology and processes. Works in conjunction with supervisor and senior management to develop and implement NWRDC policies and procedures as it relates to ITSM best practice. Ensures that all team members are using NWRDC and FSU approved policies, procedures and best practices.
• Promotes the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes and fosters continuous service delivery optimization and improvement. Develops and implements a strategy for achieving organizational excellence in the application of ITSM services, procedures, and tools.
• Responsible for managing and supervising members of the ITSM Applications and ITSM Support Services teams. Mentors service and process managers on ITSM concepts. These responsibilities include but are not limited to hiring, performance evaluation, timesheet approval, work hours, team structure, task assignment and coordination, and discipline. Provides guidance and assistance to all NWRDC staff members of both a technical and leadership nature. Leads by example in all areas.
• Responsible for financial, fiscal year budgeting, rate development, service inventory, and purchasing related to IT Service Management. Coordinates with supervisor and NWRDC's Chief Business Officer and related staff on all aspects of financial responsibilities related to open systems.
• Responsible for project management from both a technical and planning perspective. Plans, creates, and documents projects within the team's scope. Works with managers of other teams and members to coordinate project tasks. Assists with the coordination of other teams' projects and tasks. Works with the NWRDC's Project Management Team to document tasks, timelines, hours, and budget. Provides regular project updates to supervisor, senior management, and other managers as appropriate. Provides customers with regular updates on the status of deliverables.
• Leads continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders. Provides direction of tactical and strategic recommendations based on ITSM key performance measures.
  Participates in approved professional development opportunities per NWRDC's policy. Professional development and training is defined as learning undertaken by the employee to maintain and advance their skills, knowledge and competencies, specifically as they relate and add value to the job and workplace.
• NWRDC provides support for a wide range of state and local government, as well as K- 20 organizations across the State of Florida. These organizations are dependent on NWRDC in order to accomplish their missions. This requires NWRDC to maintain services 24x7, even during times of crisis or emergency. As such, all NWRDC staff are considered essential staff for operations of the State of Florida.

Qualifications

Bachelor's degree and six years of experience related to technical services or a high school diploma or equivalent and ten years of experience. (Note: or a combination of post high school education and experience equal to ten years.)

Security Awareness training Certification

Preferred Qualifications

ITIL Certification(s)

Helpful

Who is an ideal candidate for this position?
The ideal candidate for this position should possess a combination of technical expertise, leadership skills, and a strategic mindset.

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research, encourages creativity, and embraces diversity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news!
Learn more about our university and campuses.

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our interactive tool to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.
Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

Considerations

This is an A&P position.

This position requires successful completion of a criminal history background check.

This position has been designated as eligible for primarily remote based on the current position/job functions. Employees are required to live in the Tallahassee area and report to campus as needed.

Equal Employment Opportunity

An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.

FSU's Equal Opportunity Statement can be accessed at: https://hr.fsu.edu/sites/g/files/upcbnu2186/files/PDF/Publications/diversity/EEO_Statement.pdf.