Description ebster University Information Technology is a community of Information Technology professionals, across the United States and the globe committed to delivering service and technological solutions in support of teaching, learning, and administration. We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines - and depth in specific areas of expertise. Webster University IT offers opportunities for IT professionals to learn and work in a unique technology landscape and service-focused environment. If you are a technically proficient, nimble, user-focused, and accountable IT professional who also connects with the importance of collaborating well in a team environment, we are looking for you!
Reporting to the Chief Information Officer, the Director of IT Service Management & Operations will provide strategic leadership and oversight of IT service management, continuous service improvement, and communication services across Webster University adhering to standard ITSM disciplines, practices, and tools, with the aim of achieving consistent, effective, and efficient delivery of services across Webster University's IT portfolio. The Director will lead the development, improvement, and operation of standard service management practices across Webster University in the delivery of IT services to all customer groups (students, faculty, and staff). The Director will promote the improvement and expansion of ITIL-based service management across the organization, with a particular focus on developing service ownership practices, including an emphasis on service taxonomy and the service catalog, service level management and portfolios, and service-based metrics. The Director will develop and evolve a strategy for Service Management tools and platforms to support service owners across the organization, in collaboration with stakeholders. As a manager, the Director is responsible for effective staff management, including hiring and orientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment. The Director works with Webster University service owners in the review of and in proactive problem solving for IT services, including vertical and horizontal escalation, providing guidance and direction on IT Service Management and Infrastructure Library (ITSM/ITIL), and managing the business continuity process for technology services and operations. In collaboration with service owners, the Director will continually improve service delivery to address the organization's highest priorities and develop systems that result in seamless, robust support for the entire Webster University community. Strategic Leadership
The Director will develop and evolve the overall vision, charter, and roadmap for Webster's Service Management Program including best practices, standards, principles, and functions that will continue Webster IT's transformation into a service-oriented, client-driven, value-added organization. The Director will refine the program charter, communication plan, and governance model as needed.
Lead implementation of Webster's IT service strategy. Guide the Service Operations team in service portfolio management and integrated service reporting. Work with service and business owners in identifying new services, and in replacing and decommissioning ongoing services, as necessary.
Collaborate with other leaders across Webster to develop and implement comprehensive key performance and risk indicators along with related reporting.
Operational Leadership
The Director will lead management of key IT Infrastructure Library (ITIL) processes such as incident management, change management, request fulfillment, major incident management, problem management, configuration management, asset management, service catalog management, demand management, and service portfolio management.
Work closely with service and business owners to integrate service management practices into the delivery of IT services with the objective of delivering reliable, repeatable IT services, at proper service levels.
Lead continual service and process improvement through regular analysis of metrics.
Stay connected to the broader community; in collaboration and regular engagement with stakeholders, develop, manage, and refine the IT metrics program, developing key reports, key performance indicators (KPIs), and metrics packages for IT leadership.
Identify metrics and implement reporting that will help the team measure customer satisfaction, establish service value, propose new service opportunities, and strengthen the cycle of continuous improvement.
Communicate decisions, priorities, and relevant project information to appropriate levels of staff regarding service requests, projects, and initiatives.
Manages, oversees, coordinates, and evaluates activities of the Service Operations team, including Business Analysts, Training Coordinators, and Project Managers
Leads recruitment, hiring, and training of new employees on the Service Operations team.
Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent service experiences.
Oversees staff development plans and activities. Establishes team goals and objectives. Oversees and approves schedules, priorities, and standards for achieving goals.
Service Management Tool Business Ownership
The Director will provide vision and oversight for Webster's service management tool platform, including the development of the roadmap, specification of requirements, business process workflow mapping, systems integration, and ongoing management, as well as modifications and enhancement.
Work with other departments to understand the current and future demands to inform the Service Management tool strategic roadmap.
Guide and ensure Tier 2 level production support for the Service Management platform.
Identify gaps or shortcomings in current business process automation and drive automation and workflow improvements.
Lead the development of project and resource plans to manage deliverables of business objectives, including timing, cost, and scope.
Leverage key success metrics to drive customer satisfaction and overall operational efficiency
Continuously monitor metrics and leverage customer feedback to drive continuous improvement of service practices.
Work collaboratively and partner with departments to ensure that efforts to drive customer satisfaction are consistent.
When necessary, launch new initiatives and projects that improve upon support-related processes to meet changing customer needs.
Promote a customer-centric business approach.
Location: Webster Groves Campus-WEBG
Minimum Qualifications Very strong leadership and communication skills: oral, written, presentation, facilitation.
Ability to think and act both strategically and tactically.
Experience driving organizational change through facilitation and consensus-building
Experience implementing cross-functional process improvements with an aptitude for business or process design
Proven ability to communicate and collaborate effectively with people at all organizational levels
Demonstrated success in staff management, hiring, mentoring, coaching, performance management, professional development, and workflow design Technical understanding with the ability to translate into business concepts.
Attention to detail, ability to meet deadlines, planning, and time management skills.
Advanced analytical and logical reasoning skills.
The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service-level issues.
ITIL certified (v3 or higher)
Preferred Qualifications
Department Support Operations - Tech Ctr-ITSM
Special Instructions For Applicant
Physical Demands Within the normal range of an office environment.
With its home campus in St. Louis, Missouri, USA, Webster University comprises an action-oriented global network of faculty, staff, students and alumni who forge powerful bonds with each other and with their communities around the globe. Founded in 1915, Webster is a private non-profit university with students studying at campus locations in North America, Europe, Asia and Africa and in a robust learning environment online. The university is committed to ensuring high-quality learning experiences that transform students for global citizenship and individual excellence.
