Director, Service Management Office

Ohio State University; Columbus (OH); On-site; USD 130,000 - 169,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off and holidays

State retirement plan or equivalent

Job summary

The Ohio State University seeks a seasoned Director, SMO, within the OCIO to provide strategic direction for three service-management teams, aligning ITIL practices with university needs and enterprise technology services.

The role leads governance, process consistency, shared tooling, and reporting across ServiceNow, the CMDB, and the Change Advisory Board, driving policy, quality, efficiency and cost savings while partnering with service owners to improve service outcomes.

Qualifications

• Bachelor’s degree or equivalent experience.
• 10 years relevant ITIL service management experience.
• ServiceNow certification and credentials.

Responsibilities

• Provide strategic oversight for three functional teams supporting service owners.
• Governance, process consistency, and shared tooling across OTDI.
• Lead delivery of policies and procedures to improve quality and reduce cost.
• Oversee ServiceNow platform, CMDB and Change Advisory Board activities.

Skills

ITIL Service Management

ServiceNow platform experience

Governance and reporting

Education

Bachelor’s degree or equivalent experience

Tools

ServiceNow CMDB

Job description

Job Title:

Director, Service Management Office Department: OCIO | Enterprise Networking

Position Summary

The Director, Service Management Office (SMO) for the Office of Technology and Digital Innovation at The Ohio State University is responsible for strategic oversight and direction of three functional teams that support and coordinate on behalf of the many service owners responsible for providing critical technology services across the university and the enterprise. The SMO serves as a central hub to enable effective governance, process consistency, shared tooling, performance measurement, and reporting to support continuous improvement. The director provides leadership and direction for the primary focus areas of service owner support, billing support, the Service Now cloud-based platform for business process management, the Configuration Management Database in Service Now, and the Change Advisory Board. Through effective delivery in each area, the director leads implementation of policies and procedures designed to improve quality, experience, efficiency and effectiveness, as well as reduce the cost of services delivered by OTDI across the enterprise.

Required Education and Experience

• Bachelor’s degree or equivalent experience.
• 10 years relevant experience using ITIL Service Management framework and best practices.
• ServiceNow certification and credentials.

Desired Education and Experience

• 15+ years relevant experience.
• ITIL certified.

Additional Information

The salary range for this position is $129,500 - $169,250 and the offer for this position will be based on internal equity and the candidate's qualifications.

Function: Information Technology Sub-function: IT Multi-Discipline Career Band: Managerial Career Level: M3 Location: Mount Hall (0311) Position Type: Regular Scheduled Hours: 40 Shift: First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.

Benefits

• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.

As Buckeyes, we accomplish more together. No matter your role, you’ll be part of creating what people need now: pathways to education, research and health care. Working at Ohio State means you’re part of a team with a strong sense of community and an unwavering commitment to excellence — and, of course, incomparable Buckeye spirit. We bring out the best in people, help each other succeed and learn together. By joining Ohio State, you become part of a top-20 public university with one of America’s leading academic health centers. We’re a team of dedicated colleagues with access to boundless resources that support you.