Job Summary:
The ITSM Transformation Program Manager drives the client strategic transformation of IT service management. Reporting to the Associate Director of IT Service Management, this role translates the client's ITSM vision into executable programs that enhance service delivery, improve user experience, and drive operational excellence across the university.
This position requires a leader who can independently manage complex, cross-functional initiatives spanning all ITSM practice areas including Configuration Management, Service Portfolio Management, IT Asset Management, Change Management, Request Management, Incident Management, Problem Management, Knowledge Management, and Strategic Portfolio Management. The role focuses on strategic planning, stakeholder coordination, and organizational change management.
The ITSM Transformation Program Manager works closely with implementation partners and technical teams to ensure successful delivery of ITSM capabilities while maintaining focus on program leadership, business alignment, and adoption across the client's decentralized environment.
Principal Duties and Responsibilities:
Strategic Program Leadership
- Partner with the Associate Director of ITSM to develop comprehensive strategic roadmaps for ITSM transformation aligned with the client's objectives
- Translate strategic objectives into actionable program plans, workstreams, and measurable outcomes across all ITSM domains
- Lead organizational change management to drive adoption of new processes and capabilities across the university
- Develop business cases and investment proposals for ITSM initiatives, including resource requirements, expected benefits, and success metrics
- Build and maintain relationships with executive stakeholders and decision-makers across the client and the university
- Support development of scalable, business-aligned service rate models to facilitate program growth and stakeholder adoption
- Lead execution of complex ITSM transformation initiatives from conception through implementation, managing dependencies, risks, and delivery timelines
- Coordinate with implementation partners and technical teams to ensure successful delivery of platform capabilities and integrations
- Drive maturation of ITSM practices across all process areas, ensuring alignment with ITIL best practices
- Establish Strategic Portfolio Management capabilities including Demand Management, resource planning, and capacity planning to improve strategic alignment
- Develop comprehensive policies, standards, and governance frameworks for ITSM practices to enable data-driven service delivery
- Establish KPIs, dashboards, and reporting frameworks; analyze performance data to identify improvement opportunities
- Champion adoption of automation and self-service capabilities to improve efficiency and enhance user experience
- Foster collaboration across ITSM teams, process owners, service owners, and the client leadership to drive program alignment
- Lead cross-functional working groups and advisory committees for ITSM decision-making and governance
- Partner with schools, administrative units, and service delivery teams to drive adoption and standardization of ITSM practices
- Coordinate with Information Security, Risk Management, and Compliance teams to ensure integrated approaches
- Present program updates, recommendations, and strategies to executive leadership and governance bodies
- Facilitate alignment between Strategic Portfolio Management, Demand Management, and operational service delivery
- Stay current with ITSM industry trends, emerging technologies, and best practices
- Provide thought leadership on ITSM maturity, service management frameworks, and operational excellence
- Identify and evaluate emerging approaches to enhance ITSM capabilities
- Contribute to knowledge sharing and professional development across the ITSM organization
- Represent the client in external ITSM communities, conferences, and professional organizations
Other Duties
- Perform additional responsibilities as assigned to support the mission and objectives of the IT Service Management and Client Services organization.
Basic Qualifications:
- Bachelor's degree in Information Technology, Business Administration, or related field
- Minimum of 7 years of progressive experience in IT Service Management, with at least 3 years leading complex ITSM programs
- ITIL v4 Foundations Certification (or equivalent)
- Experience with ServiceNow or similar ITSM platforms
- Demonstrated experience leading cross-functional, enterprise-level transformation initiatives with measurable outcomes
- Proven ability to operate independently and drive strategic initiatives with minimal oversight
- Comprehensive knowledge of ITSM processes and frameworks
- Track record of executive stakeholder engagement and influencing organizational change
- Excellent program management skills with ability to manage multiple complex initiatives simultaneously
- Experience translating strategic vision into executable roadmaps and work plans
Additional Qualifications and Skills:
The following Additional Qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.
- Master's degree in relevant field
- 10+ years of experience in IT Service Management with 5+ years leading strategic ITSM programs
- Advanced ITIL certifications (ITIL Managing Professional, ITIL Strategic Leader, or Expert level)
- ServiceNow certifications (e.g., Certified Implementation Specialist, ITSM Professional)
- Project management certification (e.g., PMP, PRINCE2, or Agile/Scrum certifications)
- Experience implementing ITSM programs across multiple practice areas
- Understanding of Demand Management, resource planning, and capacity management practices
- Experience with higher education IT environments and decentralized organizational structures
- Experience with organizational change management methodologies (e.g., ADKAR, Prosci)
- Demonstrated success driving ITSM adoption across large, complex organizations
- Excellence in executive communication, influence, and stakeholder management
- Experience with data analytics, KPI development, and performance measurement frameworks
- Experience coordinating with external implementation partners and vendors
Key Competencies:
- Strategic thinking and vision-setting
- Independent leadership and self-direction
- Organizational change leadership
- Cross-functional collaboration and influence
- Executive stakeholder engagement and communication
- Process innovation and continuous improvement
- Data-driven decision making and analysis
- Complex problem solving and critical thinking
- ITSM best practices and frameworks
- Program and portfolio management
Certificates and Licenses:
- ITIL v4 Foundations or higher required
- Advanced ITIL certifications strongly preferred
- Project management certification preferred
- ServiceNow certifications valued
#LI-Remote
