Director Information Technology Service Management
University Overview
The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.
Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.
The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.
Posted Job Title
Director Information Technology Service Management
Job Profile Title
Information Technology Director
Job Description Summary
Information Systems & Computing (ISC) is the University of Pennsylvania's central IT organization, providing the core network, data, voice, video, and enterprise application infrastructure and services upon which Penn's numerous Schools and Centers build their unique tools and capabilities.
ISC's 270-plus employees work closely with the University's IT organizations in order to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn's IT community, faculty, staff and students in support of an environment of discovery and progress.
ISC's focus on customer service and the high-quality, cost-effective, reliable implementation of modern IT solutions advances the mission of the University, as well as that of each individual School and Center. At Penn, technological freedom and departmental autonomy represent dearly held core values. ISC supports those ideas by providing foundational services and cogent counsel, empowering individuals and departments to employ their distinct strengths in support of their goals.
Learn more about us by visiting https://www.isc.upenn.edu/about or www.linkedin.com/company/penn-information-systems-computing/.
Reporting to the IT Technical Director for Organizational Effectiveness, the Director of IT Service Management enhances the development, implementation, administration, and evaluation of initiatives that ensure the delivery of consumer-grade IT services and improve the University's ability to operate effectively.
The Director of IT Service Management oversees ISC's Service Management Program. This includes developing and implementing information technology service management (ITSM) strategies that align with organizational goals, ensuring efficient service delivery and use of IT infrastructure, and directing related change management processes.
They support the end-to-end delivery of IT services in several key areas: establishing governance for IT/Information Security/Data-programs, developing ISC's vision and a strategic plan to achieve it; developing and implementing processes and programs to improve organizational effectiveness and consistency of operations; and developing and implementing metrics to evaluate the impacts of these initiatives and identify opportunities for improvement.
Individually, and in collaboration with other senior IT leaders, the Director of IT Service Management creates, builds, implements, and documents strategic processes, programs, functions, and frameworks that support these initiatives and ensure their sustainability and success.
With multiple and varied projects underway at any time, the incumbent consults with individuals and groups at all levels of the organization (may be internal and/or external to ISC) to determine their needs and design appropriate solutions, achieves stakeholder buy-in, develops and manages project budgets of up to 1 million dollars, leads project teams of 5-15 members, and sources and develops strategic relationships with external partners as needed. The director will be instrumental in fostering a culture of continuous improvement, driving IT service innovation and effective processes. This role requires a strong focus on customer service excellence and effective communication with diverse stakeholders across the organization.
Job Description
Job Responsibilities
- Oversee the Service Management Program. Ensure services are provided in a fiscally responsible manner, support strategic goals, meet client needs, and are aligned with current and emerging trends in technology. Employ routine metrics and risk assessment to support these activities. Document standards, tools, and processes across the service management lifecycle. Work with service owners and stakeholders to assess outcomes. Identify and address opportunities to improve internal processes, procedures, and reporting to deliver highest-quality service.
- Provide support for initiatives that enhance ISC-wide organizational effectiveness to improve the University's ability to operate efficiently. Consult with individuals and groups at all levels of the organization to understand their objectives and business needs.
- Use standard tools and frameworks, and/or establish new tools and frameworks to develop strategies, processes, and standard operating procedures that meet these needs. Gain buy-in from key stakeholders in support of strategic objectives while ensuring processes and procedures are sustainable and measurable.
- Provide support for other ACIO activities that enable growth, agility and strong fiscal stewardship through formal process, documentation, and positive culture change in ISC. Assist ACIO in strategic planning and risk assessment for the organization and its programs and services. Help enhance or build programs, activities, and policies that support ISC values and culture, are aligned with strategic objectives, and capitalize on current and emerging trends in IT. Document best practices and repeatable processes to create programmatic maturity.
- As a member of the ACIO's leadership team, serve on ISC and University committees and working groups.
Qualifications
- Bachelor's Degree and 3-5 years of relevant experience in technology service management and program management within decentralized IT environments; emphasis in computer science, operations and information management, or a related field of study preferred.
- Minimum 3 years' experience leading cross-functional or cross-organizational project teams of 5-15 members.
- Ability to work independently and collaboratively with all campus constituents, including operational IT staff, non-IT staff and senior executives.
- Demonstrated expertise and experience in the delivery of service management frameworks, IT programs, and continuous improvement methodologies.
- Excellent customer service, problem solving, organizational and communication skills.
- Service Management or Quality Management certification in ITIL, ISO, Six Sigma, or equivalent work experience.
- Certifications in Project Management (PMP, CSM, etc.) preferred.
- Experience in higher education preferred.
- Competencies: Instills trust, manages ambiguity, ensures accountability, drives vision and purpose, organizational savvy, manages complexity, values difference, and customer focus.
Job Location - City, StatePhiladelphia, Pennsylvania
Department / SchoolInformation Systems and Computing
Pay Range$74,476.00 - $150,000.00 Annual Rate
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.
Affirmative Action Statement Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.
Special Requirements Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.
University Benefits
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Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
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Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
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Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
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Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
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Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
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Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
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Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
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University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
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Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
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Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
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Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
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Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.
To learn more, please visit:
https://www.hr.upenn.edu/PennHR/benefits-pay To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/3401-Walnut-Street/Director-Information-Technology-Service-Management_JR00086260-1Copyright ©2024 Jobelephant.com Inc. All rights reserved.
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