IT Service Management Solutions Manager

IT Services at the University of Iowa is seeking an IT Service Management (ITSM) Solutions Manager to lead our enterprise ITSM program oversee the Halo ITSM platform and guide the team responsible for supporting and advancing these services

This is a unique opportunity to influence how IT work gets done across the organization. Youll set direction for our ITSM program establish consistent and effective services management practices and help teams make better use of the processes data and technology to support reliable IT service delivery.

As the service owner for Halo ITSM youll lead the continued development of the platform and its capabilities while building strong partnerships across ITS Health Care Information Services and the broader University. Youll also supervise and develop a team responsible for translating service needs into practical technical solutions.

Key Job Duties (not all inclusive):

• Lead the Universitys ITSM program establishing strategy governance standards and a roadmap for continued maturity and improvement.

• Serve as the service owner for the Halo ITSM platform overseeing its administration configuration integrations upgrades and future capabilities.

• Guide the design and improvement of core ITSM practices including incident service request service catalog configuration and service monitoring/alerts.

• Partner with IT leaders service owners and stakeholders to understand service needs establish priorities and drive adoption of consistent customer-focused practices.

• Develop and use key performance indicators (KPIs) service level agreements (SLAs) and service data to evaluate performance and identify trends/gaps.

• Lead monitor and develop the ITSM team setting priorities and fostering a service-oriented culture.

ITSM touches nearly every part of our IT organization. Done well it makes services easier to understand and problems easier to this role youll have the opportunity to move beyond maintaining individual processes and tools to helping build the structure that connects them.

If you enjoy bringing together people processes technology and data to solve complex challenges wed like to hear from you.

There is an expectation that the individual in this position will maintain effective civil and respectful working relationships with the University of Iowa campus community and uphold the Universitys commitment to creating a welcoming and respectful environment for all.

This position is not eligible for University sponsorship for employment authorization.

ITS values work life balance and strives to provide flexible work options where possible. This position is eligible for on-site or hybrid work arrangements within the state of Iowa and will require a work arrangement form to be completed upon the start of employment. A minimum of 3-4 days in office per week will be expected. Per policy work arrangements will be reviewed annually and must comply with theremote work program and related policies and employee travel policy when working at a remote location.

For a detailed job description please email Melanie Bell at .