IT Service Management Manager

IT Service Management Manager Location: USA, NY, New York Job ID: 2026-15549 Type: NYU IT (WS1170) # of Openings: 1 Category: Technology New York University Overview The Global Service Management and User Success (GSM‑US) organization reflects NYU IT's deep commitment to users and their success. It focuses on delivering excellent, consistent, and cost‑effective services to NYU's global community. The IT Service Management (ITSM) Manager establishes, promotes, maintains, and optimizes IT service management processes and controls such as Incident/Request, Problem, Change, Knowledge, configuration management, continuous service improvement, and more, to deliver NYU IT services that meet business objectives efficiently and reliably. The manager serves as a subject‑matter expert on service matters for internal project teams, participates in the design and implementation of IT services, manages and optimizes existing ITSM processes such as service catalog management, data certification, ITSM maturity assessment, configuration management, problem management, service asset and change management, and service level management, and adapts additional ITSM processes to NYU IT as needed. The role also involves building and maintaining strong relationships with internal stakeholders across various schools and units. Responsibilities Responsibilities are encompassed in the overview paragraph above, which includes establishing and optimizing IT service management processes, serving as a subject‑matter expert, participating in design and implementation, managing and optimizing existing ITSM processes, and building stakeholder relationships. Required Education Bachelor's Degree in Information Technology, Computer Science, or a related field. Required Experience 5+ years of combined IT industry experience in service management. Experience with the application of ITIL lifecycle best practices to change, incident, and problem management process development and service design. Proven experience in implementing and managing ITIL-based processes and frameworks. Strong technical background with experience in IT infrastructure, networking, and systems administration. Preferred Experience Experience with IT service management in a higher education IT environment. Familiarity with business analyst and project management methodologies and processes, preferably in an IT and/or higher education environment. Experience presenting for medium to large groups, for both technical and non-technical audiences, and for all levels up to and including senior management. Required Skills, Knowledge and Abilities Demonstrated ability to develop service and operational level agreements. Excellent verbal and written communication skills; ability to convey information in a clear and concise manner. Demonstrated fluency in using ServiceNow for service catalog, CMDB, change, incident, problem, knowledge management, and/or metrics reporting. Excellent leadership and team management skills. Strong analytical and problem‑solving abilities. Proficiency in ITSM tools and software (e.g., ServiceNow). Ability to work in a fast‑paced, multinational, dynamic environment and handle multiple priorities. Exceptional verbal and written communication skills and interpersonal skills. Preferred Skills, Knowledge and Abilities Intermediate‑level ITIL training in one or more of the following ITIL Lifecycle modules: Service Operations, Service Transition, Service Design, Continual Service Improvement, and Service Strategy. Or alternatively, additional ITIL 4 practitioner/specialist tracks. Qualifications In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $130,000.00 to USD $150,000.00. NYU considers factors such as scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items. NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen. NYU is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis. All interested persons are encouraged to apply at all levels. Salary: 130,000.00 PI285430429 #J-18808-Ljbffr