IT Service Management Senior Manager

New York University; New York (NY); On-site; USD 130,000 - 150,000; Full time

Job summary

New York University is seeking an IT Service Management Senior Manager in New York, responsible for optimizing IT service management processes. Must have a Bachelor's Degree in Information Technology and 5+ years of experience in service management. The ideal candidate will have strong communication and leadership abilities, along with a fluency in utilizing ServiceNow.

The position offers an annual salary range of $130,000 to $150,000. NYU promotes a commitment to diversity and equal opportunity for all applicants.

Qualifications

• 5+ years of experience in IT service management.
• Proven experience with ITIL best practices.
• Strong technical background in IT infrastructure.

Responsibilities

• Establish and optimize IT service management processes.
• Serve as a subject matter expert for internal teams.
• Manage existing ITSM processes for service delivery.

Skills

ServiceNow expertise

Excellent communication skills

Leadership skills

Analytical problem-solving

Proficiency in ITSM tools

Education

Bachelor's Degree in Information Technology or related field

Tools

ITSM Software

ServiceNow

Job description

IT Service Management Senior Manager

US-NY-New York

Job ID: 2026-15549 | Type: NYU IT (WS1170) | # of Openings: 1 | Category: Technology | Company: New York University

Overview

The Global Service Management and User Success (GSM-US) organization reflects NYU IT's deep commitment to users and their success. It focuses on delivering excellent, consistent, and cost-effective services to NYU's global community. The IT Service Management Manager establishes, promotes, maintains, and optimizes IT service management processes/controls (i.e., Incident/Request, Problem, Change, Knowledge, configuration management, continuous service improvement, etc.) to deliver NYU IT's services to meet business objectives efficiently, effectively, and reliably. Serve as a subject matter expert on service matters for internal project teams. Participate in the design and implementation of IT services. Manage and optimize existing ITSM processes such as service catalog management, data certification, ITSM maturity assessment, configuration management, problem management, service asset and change management, and service level management. Adapt additional ITSM processes to NYU IT as necessary as the organization matures such as continual improvement, service review, service asset, and configuration management. Build and maintain strong relationships with internal stakeholders across various schools and units.

Responsibilities

• Establish, promote, maintain, and optimize IT service management processes/controls (Incident/Request, Problem, Change, Knowledge, configuration management, continuous service improvement, etc.).
• Serve as a subject matter expert on service matters for internal project teams.
• Participate in the design and implementation of IT services.
• Manage and optimize existing ITSM processes such as service catalog management, data certification, ITSM maturity assessment, configuration management, problem management, service asset and change management, and service level management.
• Adapt additional ITSM processes to NYU IT as necessary as the organization matures (e.g., continual improvement, service review, service asset, and configuration management).
• Build and maintain strong relationships with internal stakeholders across various schools and units.

Required Education

Bachelor's Degree in Information Technology, Computer Science, or a related field.

Required Experience

5+ years of combined IT industry experience in service management. Experience with the application of ITIL lifecycle best practices to change, incident, and problem management process development and service design. Proven experience in implementing and managing ITIL-based processes and frameworks. Strong technical background with experience in IT infrastructure, networking, and systems administration.

Preferred Experience

Experience with IT service management in a higher education IT environment. Familiarity with business analyst and project management methodologies and processes, preferably in an IT and/or higher education environment. Experience presenting for medium to large groups, for both technical and non-technical audiences, and for all levels up to and including senior management.

Required Skills, Knowledge and Abilities

• Demonstrated ability to develop service and operational level agreements.
• Excellent verbal and written communication skills; ability to convey information in a clear and concise manner.
• Demonstrated fluency in using ServiceNow for service catalog, CMDB, change, incident, problem, knowledge management, and/or metrics reporting.
• Excellent leadership and team management skills.
• Strong analytical and problem‑solving abilities.
• Proficiency in ITSM tools and software (e.g., ServiceNow).
• Ability to work in a fast‑paced, multinational, dynamic environment and handle multiple priorities.
• Exceptional verbal and written communication skills and interpersonal skills.

Preferred Skills, Knowledge and Abilities

• Intermediate-level ITIL training in one or more of the following ITIL Lifecycle modules: Service Operations, Service Transition, Service Design, Continual Service Improvement, and Service Strategy.
• Or alternatively, additional ITIL 4 practitioner/specialist tracks.

Qualifications

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $130,000.00 to USD $150,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040.

Equal Opportunity Employer

NYU is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis. All interested persons are encouraged to apply at all levels.

Salary: 130000.00

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