UT Dallas Job - 45441019 | CareerArc
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Company: UT Dallas
Location: Richardson, TX
Career Level: Mid-Senior Level
Industries: Government, Nonprofit, Education


Interested in joining a dynamic & fun team of professionals? Look no further! Join our team!
The Information Technology Service Manager ensures ITIL processes are executed accurately and aligned to provide a service focus environment that represents all IT areas. The IT Service Manager will have the opportunity to be hands-on and create a brand-new team. This leader will help us administer a robust CMDB, mature our Change and Incident/Problem processes, and create a team focused on service management. In addition, this role will lead us in creating processes and procedures, working closely with leadership across Office of Information Technology (OIT), train teams on our processes, provide metrics and reporting, establish relationship with other IT groups on campus and bring awareness of the importance of using ITIL process

Minimum Education and Experience

Bachelor's degree in computer science, business information systems or related field. Five to seven years or more of progressively responsible experience in the area of specialization; OR the equivalent combination of education and relevant experience. Two years supervisory experience overseeing information resources professionals.

Preferred Education and Experience

  • Excellent communication skills (reading, writing, listening, speaking, and presentation)
  • Strong leadership skills in driving engagement, adoption and change for processes and technology.
  • Soft skills and Customer Service Experience
  • Ability to thrive in a hybrid team environment
  • Strong understanding of ITIL Framework and methodology
  • Proficient in Microsoft Excel and/or other data tools like Power BI
  • Strong analytical and problem-solving skills
  • Knowledge of DevOps, Agile and Scrum methodology
  • Ability to mentor, provide leadership and multi-task

Essential Duties and Responsibilities

  • Create processes and policies in Incident Management, Problem Management, Service Catalog Management, and Service Request management that adhere to ITIL Practices and ensure
  • Maintain close working relationships with leaders, campus partners, and clients to define business needs and expectations and develop processes that adhere to ITIL processes based upon feedback

  • Develop a comprehensive CMBD strategy in partnership with OIT areas to formalize an implementation plan that ensures accuracy of items maintained
  • Maintain accuracy of the CMDB through processes, regular updates, and conversations/trainings with stakeholders to assess challenges and enhance operational solutions
  • Design reports and dashboards to integrate in decision processes and highlight value of CMDB

      Incident/Problem Management
  • Evaluate current processes to identify opportunities, report trends and recommend actions to take based on analysis
  • Improve and implement major Incident Process to include communication and escalation in collaboration with Service Desk during major incidents
  • Document known lessons learned for more efficient resolution of future incidents
  • Create Outage templates for notifications (internal and external) and create a process for a notification website
  • Responsible for leading the team with resolution and helping to determine root cause

      Change Management
  • Review and identify gaps and opportunities in current processes and procedures to continually improve Change Management
  • Review submitted changes for errors, and/or schedule conflict
  • Facilitate weekly Change Management Meeting

      Knowledge Management
  • Review and identify gaps and opportunities in current processes and procedures to continually improve Knowledge Management
  • Lead efforts with Service Desk to streamline and centralize Knowledge Management in OIT
  • Conduct focus groups to identify gaps in our knowledge

      Service Catalog
  • Review and identify gaps and opportunities in current processes and procedures to continually improve Service Catalog
  • Continually advocate with Service owners to update existing services and create process for new / modified services
  • Responsible for continuing efforts to align Service and Knowledge Catalog

  • Review and identify gaps and opportunities in current processes and procedures to continually improve Portal design and functionality with our ITSM tool

  • Detailed weekly and monthly reporting on Incident, Problem, and Change
  • Design and implement single incident and request reporting for all teams

      Other ITIL Process implementation
  • Enhance and conduct training on Incident, Problem and change Management process for IT organizations across campus
  • Responsible for running Major Incident, Problem & Change Management process
  • Responsible for ensuring the process for conference call and/or a war room is placed during an outage if or when necessary
  • Liaison with other departments to Champion Incident/Problem principles, process, and best practice

Additional Information

Remote Work Available
  • This position will be eligible for a hybrid work schedule upon manager approval and with an approved UT Dallas Remote Work Agreement (RWA).
  • A RWA must be initiated by the new employee within 14-days of the employment start date.

About Us
The University of Texas at Dallas is committed to graduating well-rounded members of the global community whose education has prepared them for rewarding lives and productive careers in a constantly changing world. A diversity of people, ideas and perspectives is crucial to our vision and mission. A charter member of SEA (STEMM Equity Achievement) Change, UT Dallas is a place where members of the community from all backgrounds are welcomed, treated fairly, and encouraged in their pursuit of excellence.
What You Should Know UT Dallas is ranked among the “Best of the Best Colleges” for LGBTQ Inclusion by Campus Pride. The Office of Diversity, Equity and Inclusion hosts a variety of programs and leads initiatives toward efforts to cultivate a culture of equity and belonging for all members of the campus community. “LilyPad” lactation facilities are located throughout campus for private use by nursing parents. The University currently supports nine Employee Resource Groups (ERGs) that are communities of faculty and staff from various identities along with advocates and allies (e.g., Black Faculty and Staff Alliance, Universal Access ERG, Military and Veteran ERG). The University of Texas at Dallas is committed to providing an educational, living and working environment that is welcoming, respectful and inclusive of all members of the university community. The University prohibits unlawful discrimination against a person because of their race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetic information, or veteran status. Visit https://institutional-initiatives.utdallas.edu/ for more information.

What We Can Offer
UT Dallas aims to attract and retain talented faculty and staff to support the university's mission. We offer a comprehensive compensation and benefits package, including medical, dental, vision, paid time off, retirement, life insurance and AD&D coverage. UT Dallas also offers employee wellness programs, tuition assistance, professional development through Academic Impressions, and so much more. Visit https://hr.utdallas.edu/employees/benefits/ for more information.

Important Message

1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.

2) UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its programs and activities, including in admission and enrollment. For inquiries regarding non-discrimination policies, contact the Director of Institutional Equity at InstitutionalEquity@utdallas.edu or the Title IX Coordinator at TitleIXCoordinator@utdallas.edu, or call 972-883-5331.

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