IT Service Management Service Lead

Overview Job Description - IT Service Management Service Lead WHY UT SOUTHWESTERN? UT Southwestern is committed to excellence, innovation, teamwork, and compassion. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development. Our benefits package includes healthcare, PTO and paid holidays, on-site childcare, wage, merit increases, and more.

JOB SUMMARY

This role focuses on helping the organization deliver great IT services. As the ITSM Service Lead, you’ll guide and mature key service management practices, ensuring they run smoothly, efficiently, and in line with ITIL best practices. You’ll work with teams across the institution to improve processes, strengthen the service catalog, and drive continual improvement. This role does not offer H1B sponsorship. Candidates must live in or be willing to relocate to the Dallas/Fort Worth Metroplex. This position is eligible for a hybrid work schedule. What You’ll Do Lead and enhance IT service management practices Partner with teams across the organization to improve service quality and operational excellence Gather requirements to support practice maturity and service catalog development Analyze service performance and identify opportunities for improvement Advocate for ITSM and educate teams on best practices Support iterative deployment of ITSM capabilities in collaboration with development teams Manage multiple priorities and communicate progress clearly to leadership What You Bring Experience as an ITSM process analyst or lead Strong knowledge of ITIL and ITSM methodologies Hands‑on experience with ServiceNow ITSM and SPM Familiarity with Scrum, especially backlog management Strong analytical skills and comfort with spreadsheets and data modeling software Excellent communication, collaboration, and stakeholder‑engagement skills Ability to think strategically while handling day‑to‑day details Proactive mindset and ownership of your work Specific Job Duties Liaison between Service Management Center of Excellence (CoE) and user groups, focused on maintaining uniform and best practice ITSM processes Define and maintain enterprise‑wide ITSM processes (INC, MI, PRB, CHG, DMD, RQST, KNW). Create, maintain, and update process documentation Define KPIs and measure process performance against defined KPIs Coordinate with user groups to ensure adherence to defined processes and provide coaching as required Receive feedback and address questions/concerns; identify new requirements and document in backlog Keep user groups informed on upcoming ServiceNow platform activities (upgrades, releases, etc.) Coordinate with CoE to gather requirements, acceptance criteria, and create user stories for development Review platform backlog and prioritize implementation Plan and implement IT Service Management processes Advise and promote ITIL best practices May be responsible for training employees about processes and ensuring accurate data tracking Perform other duties as assigned Benefits UT Southwestern offers a competitive and comprehensive benefits package to eligible employees, designed to support overall wellbeing, including: PPO medical plan from day one for full‑time employee‑only coverage Paid Time Off from day one TRS retirement programs Paid Parental Leave Wellness programs Tuition Reimbursement Public Service Loan Forgiveness (PSLF) Qualified Employer Education / Experience Education : Bachelor’s Degree in computer science, math, information systems, or related field Experience : 6 years of progressively responsible IT experience; equivalent combination of education and/or related experience may be substituted; deep ITSM process management and IT Service Management implementation experience Preferred ITIL v4 Foundations (ITIL Practitioner) is a plus Prior ServiceNow experience is a plus

JOB DUTIES

Liaison between Service Management Center of Excellence (CoE) and user groups, focused on maintaining uniform and best practice ITSM processes Define and maintain enterprise wide ITSM processes (INC, MI, PRB, CHG, DMD, RQST, KNW) Create, maintain, and update process documentation Define KPIs and measure process performance against defined KPIs Coordinate with user groups to ensure adherence to defined process and provide coaching as required Receive feedback, address questions/concerns, and document new requirements in backlog Keep user groups informed on upcoming ServiceNow platform activities (upgrades, releases, etc.) Coordinate with CoE to gather requirements, acceptance criteria, and create user stories for development Review platform backlog and prioritize implementation Planning and implementing IT Service Management processes Advises and promotes ITIL best practices May be responsible for training and educating employees about processes and ensuring accurate data tracking Perform other duties as assigned Security and EEO Statement Security This position is security‑sensitive and subject to Texas Education Code 51.215; the ability to maintain security or integrity of critical infrastructure is a minimum qualification to be hired and to continue employment. EEO UT Southwestern Medical Center is committed to equal opportunity and prohibits unlawful discrimination on various bases. UT Southwestern also prohibits harassment based on race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. UT Southwestern Medical Center is committed to equal opportunity in accordance with federal and state law, including discrimination on the basis of sexual orientation, gender identity, or gender expression. Copyright 2017. The University of Texas Southwestern Medical Center, 5323 Harry Hines Blvd., Dallas, Texas 75390. Phone View phone number on click.appcast.io #J-18808-Ljbffr The University of Texas Southwestern Medical Center