Associate Director, IT Performance and Service Management
Job Location:
Orlando, FL - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
UniversityOperations:
University Operations at UCF is committed to creating a supportive and welcoming environment for our faculty staff students and the broader community. We take pride in delivering exceptional service sharing our expertise and upholding the highest standards to ensure a world-class campus experience.
Visit our website or follow us on Facebook and Instagram to learn more.
The Opportunity:
University Operations is seeking to hire an Associate Director of IT Performance and Service Management. This role is responsible for leading the institutions ITSM program and advance the delivery of high-quality customer-focused technology services. This position oversees the ServiceNow platform drives continual service improvement and promotes the effective use of ITSM best practices automation and AI-enabled capabilities to enhance the experience of students faculty and staff.
Responsibilities:
IT Service Management Leadership
Lead and continuously improve ITSM practices including Incident Major Incident Request Fulfillment Problem Change Configuration Service Catalog Portfolio and Knowledge Management.
Ensure ITSM processes are documented standardized and consistently followed across IT teams.
Serve as the operational authority for service management standards workflows and best practices.
Coordinate cross-functional efforts to resolve complex service management issues.
ServiceNow Platform Ownership
Serve as the product owner for the universitys ServiceNow platform providing strategic direction governance and roadmap planning.
Maintain platform stability data quality workflow effectiveness reporting accuracy and configuration integrity.
Oversee enhancement requests prioritization testing deployment and release management processes.
Partner with administrators developers and vendors to ensure secure reliable and compliant platform operations.
AI Automation and Workflow Orchestration
Lead the responsible adoption of AI-enabled capabilities and automation within IT service management processes.
Identify opportunities to streamline service delivery through workflow automation and orchestration.
Ensure automation initiatives align with university policies data governance standards privacy requirements and security controls.
Establish safeguards that promote reliability transparency and accountability in automated processes.
Service Quality and Continuous Improvement
Define monitor and report key performance indicators including service levels resolution times backlog health and customer satisfaction.
Use operational metrics and analytics to identify trends risks and opportunities for improvement.
Lead service improvement initiatives and provide performance reporting to IT leadership and governance groups.
Stakeholder Engagement
Collaborate with IT service owners and campus partners to align technology services with academic and administrative priorities.
Serve as an escalation point for service management issues affecting service quality or user experience.
Promote awareness of ITSM processes self-service resources and knowledge management tools.
Team Leadership
Supervise and develop ITSM staff including process analysts and platform support personnel.
Establish performance expectations goals and professional development opportunities.
Foster a culture of accountability collaboration innovation and exceptional customer service.
Governance Risk and Compliance
Ensure ITSM processes and ServiceNow configurations align with university policies security standards and compliance requirements.
Support audits risk assessments and reviews related to IT service delivery and system controls.
Maintain appropriate controls for access management change management and data integrity.
Minimum Qualifications:
Bachelors degree and 6 years of relevant experience with at least 2 years of leadership experience; or High School Diploma (or equivalent) and 10 with at least 2 years of leadership experience oran equivalent combination of education and experiencepursuant toFla. Stat. 112.219(6).
Preferred Qualifications:
Bachelors degree in Information Technology Computer Science Information Systems Business Administration or a related field and progressively responsible experience leading IT Service Management (ITSM) programs in a complex enterprise environment.
Demonstrated experience administering governing or serving as a product owner for the ServiceNow platform including roadmap planning workflow design enhancements and platform governance.
Expert knowledge of ITIL principles and ITSM best practices with experience implementing and managing Incident Problem Change Request Configuration Service Catalog and Knowledge Management processes.
Experience leading enterprise-wide ITSM transformation continual service improvement initiatives and organizational process standardization efforts.
Experience leveraging AI-enabled technologies workflow automation and orchestration tools to improve operational efficiency service delivery and user experience.
Strong leadership and supervisory experience including managing technical teams developing staff setting performance expectations and fostering a culture of accountability and continuous improvement.
Demonstrated ability to establish and monitor service performance metrics dashboards service level agreements (SLAs) key performance indicators (KPIs) and customer satisfaction measures.
Experience collaborating with diverse stakeholders including executive leadership technical teams vendors and business partners to align technology services with organizational goals.
Knowledge of governance risk management data governance cybersecurity controls compliance requirements and audit practices related to enterprise IT service delivery.
Experience managing complex projects product backlogs release cycles testing processes and change initiatives within a large-scale IT environment.
Strong analytical communication presentation and problem-solving skills with the ability to translate technical concepts into business-focused recommendations.
Experience working in a higher education public sector or similarly complex multi-stakeholder environment.
ITIL Foundation ITIL Managing Professional ServiceNow Certified System Administrator ServiceNow Certified Implementation Specialist PMP Agile or other relevant industry certifications.
Special Instructions to the Applicants:
Position requires a valid Class E drivers license. This position may involve driving to various locations on and off campus to conduct University business.
The anticipated salary range for this position is $104664 - $128000. The final salary will be determined based on the candidates qualifications experience and internal equity considerations
All applicants mustbe authorized towork for any U.S. employer. Visa sponsorship is not available for this position and the university cannot accommodate H1B transfers or employment-based visa processing for individuals currently sponsored by another employer.
Are you ready to unleash YOUR potential
As a next-generation public research university and Forbes-ranked top employer in Florida we are a community of thinkers doers creators innovators healers and leaders striving to create broader prosperity and help shape a better future. No matter what your role is when you join Knight Nationyoullplay an integral role at one of the most impactful universities in the country.Youllbe met with opportunities to connect and collaborate with talented faculty staff and students across 12colleges and multiple campuses engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to growyoullwork alongside talented colleagues on complex projects that will challenge you and help you gain new skillsandyoullhave countless rewarding experiences that go well beyond a paycheck.
Working at UCF has itsperks!UCF offers:
Benefitpackages including Medical Dental Vision Life Insurance Flexible Spending and Employee Assistance Program
Paid time off including annual and sick time off and paid holidays
Retirement savings options
Employee discounts including tickets to many Orlando attractions
Educationassistance
And moreFor more benefits information view theUCF Employee Benefits Guide.
Unless explicitlystatedon the job posting it is UCFs expectation that an employee of UCF willresidein Florida as of the date the employment begins.
Department
UCF ITWork Schedule
Monday - Friday 8:00AM - 5:00PMType of Appointment
RegularExpected Salary
$104664.00 to NegotiableJob Posting End Date
0AM
The University of Central Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law. The University maintains programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.
As a Florida public university the University of Central Florida makes all application materials and selection procedures available to the public upon request.
UCF is proud to be a smoke-free campus and an E-Verify employer.
For general application or posting questions please email .
If an accommodation due to a disability is needed to apply for this position please email .
Required Experience:
Director
About Company
UCF is unleashing the potential of students & faculty. UCF is one of America's best colleges for academics, research, impact & value. Main campus: Orlando.
