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Ohio State University
Director, Service Management Office
Higher Ed
IT
ITIL
Edtech.com's Summary
Ohio State University is hiring a Director, Service Management Office. The director leads three functional teams that support service owners across the university's technology enterprise, covering service owner support, billing support, and the ServiceNow platform. Governance, process consistency, shared tooling, and the Change Advisory Board all report up through this role as part of a broader push to improve service quality and reduce delivery costs.
Highlights
- Direct strategic oversight of the Service Management Office within the Office of Technology and Digital Innovation.
- Lead governance, process consistency, shared tooling, and performance reporting across university technology services.
- Oversee the ServiceNow platform, including the Configuration Management Database and the Change Advisory Board.
- Drive implementation of policies and procedures that improve quality, efficiency, and cost-effectiveness of OTDI's services.
- Bachelor's degree or equivalent experience, plus 10+ years of experience with the ITIL Service Management framework.
- ServiceNow certification and credentials required; ITIL certification and 15+ years of experience preferred.
- Salary range $129,500-$169,250, based on internal equity and candidate qualifications.
Director, Service Management Office Full Description
Job Title:
Director, Service Management Office
Department:
OCIO | Enterprise Networking
Position Summary
The Director, Service Management Office (SMO) for the Office of Technology and Digital Innovation at The Ohio State University is responsible for strategic oversight and direction of three functional teams that support and coordinate on behalf of the many service owners responsible for providing critical technology services across the university and the enterprise. The SMO serves as a central hub to enable effective governance, process consistency, shared tooling, performance measurement, and reporting to support continuous improvement. The director provides leadership and direction for the primary focus areas of service owner support, billing support, the Service Now cloud-based platform for business process management, the Configuration Management Database in Service Now, and the Change Advisory Board. Through effective delivery in each area, the director leads implementation of policies and procedures designed to improve quality, experience, efficiency and effectiveness, as well as reduce the cost of services delivered by OTDI across the enterprise.
Required Education and Experience
Bachelor’s degree or equivalent experience.
10 years relevant experience using ITIL Service Management framework and best practices. ServiceNow certification and credentials.
Desired Education and Experience
15+ years relevant experience. ITIL certified.
Additional Information:
The salary range for this position is $129,500 - $169,250 and the offer for this position will be based on internal equity and the candidate’s qualifications.
Function:
Information Technology
Sub-function:
IT Multi-Discipline
Career Band:
Managerial
Career Level:
M3
Location:
Mount Hall (0311)
Position Type:
Regular
Scheduled Hours:
40
Shift:
First Shift
Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.
The university is an equal opportunity employer, including veterans and disability.
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