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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. IT Infrastructure within UW-IT, provides system design, system management, software engineering and operational support for academic and administrative systems, the University's wired and wireless networks, telecommunications services, departmental IT and the UW-IT organization.
The Service Management Office (SMO) implements IT Service Management as a best practice framework to ensure alignment of UW-IT services with the University's current and future needs. This includes the development and continual improvement of ITSM roles, processes and tools.
UW-IT has an outstanding full time opportunity for a Service Management Assistant Director.
This Service Management Assistant Director position will support strategy and business process improvement for UW-IT and UW through the implementation of IT Service Management (ITSM) based on ITIL best practices and the implementation of the ServiceNow platform and related systems. This position will help drive ITSM maturity and engagement across the enterprise. This position will lead the design and development of an efficient framework and roadmap based on ITIL and business process improvement best practices in specific process areas, including Service Design Coordination, Service Asset and Configuration Management (SACM) and Problem Management. This position will serve in the leadership role of Process Owner role for these processes, working closely with the Service Management Office (SMO), process owners and process managers across the UW-IT organization, other leaders and Subject Matter Experts in and outside of UW-IT, campus IT directors and other university stakeholders for non-UW-IT systems and databases.
The Assistant Director will represent the Service Management Office across UW-IT and UW in developing standard processes, and will work with systems owners to identify potential integrations to normalize, leverage and improve data and processes across platforms and organizations. In concert with the SMO Director, the Assistant Director will identify and document goals and requirements.
Bachelor's degree in business administration, computer science, information management, or related field or related experience.
Six years' experience performing progressively more complex and responsible tasks including consulting support for diverse business environments.
Strong communication and interpersonal skills (i.e. written, verbal, listening, presentation) with the ability to influence, motivate, persuade, mentor train and advise at all levels of the organization.
Strong deductive reasoning, critical thinking, problem solving, and prioritization skills
Ability to work within large collaborative organizations, building consensus and fostering ongoing relationships
Experience leading technical and process teams
Ability to implement a vision from a conceptual idea through implementation and to a repeatable, measured, and successful component of the ITSM program.
Proficiency in time management, communications, decision-making, presentation and organizational skills
Proficiency in planning, reporting, establishing goals and objectives, standards, priorities and schedules
In-depth analytical skills
Ability to conceptualize new ideas and complex technical matters quickly
Ability to monitor and interpret information for decision-making and presentation
Ability to remain flexible in a demanding work environment and adapt to rapidly changing priorities
Ability to work independently with minimal supervision
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Experience with ServiceNow or similar service management product.
ITIL Foundations certification, and ideally intermediate ITIL certifications as well
Experience in higher education.
Demonstrated experience leading teams or projects.