Manager, IT Service Management

NYC Department of Finance; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

NYC Department of Finance (DOF) Finance Information Technology (FIT) Division leads ITSM initiatives across more than 2,000 users in five boroughs. The Manager guides ITIL-based processes, owns the ServiceNow platform, and drives continuous improvement to align service delivery with business goals and user needs.

Responsibilities include governing Incident, Problem, Change, and Knowledge Management, developing SOPs, mentoring staff, and delivering effective training and support while

Qualifications

• Experience leading ITSM processes (Incident, Problem, Change, Knowledge) in large organizations.
• Ability to develop and enforce ITSM policies and SOPs with governance.
• Proven track record in CSI and metrics-driven service delivery.
• Strong collaboration with IT and business stakeholders to align objectives.

Responsibilities

• Lead ITIL-based ITSM process implementation and governance.
• Supervise, document, and enforce ITSM policies and SOPs.
• Maintain ITSM documentation knowledge base and training materials.
• Drive continual service improvement across IT services.
• Own the ServiceNow platform configuration and evolution.
• Coordinate with technical teams for integration and automation.

Skills

ITIL

ServiceNow

ITSM

Stakeholder mgmt

Tools

ServiceNow

Job description

IMPORTANT NOTE: CANDIDATES MUST HAVE A PERMANENT COMPUTER SYSTEMS MANAGER CIVIL SERVICE TITLE OR ARE REACHABLE ON THE COMPUTER SYSTEMS MANAGER OPEN COMPETITIVE CIVIL SERVICE EXAM NO. 4035 OR ARE PERMANENT IN A COMPARABLE CIVIL SERVICE TITLE ELIGIBLE FOR A 6.1.9 TITLE CHANGE.

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.

DOF’s Finance Information Technology (FIT) Division designs, builds, and supports all facets of DOF’s computer systems, including hardware, software, applications, infrastructure, telephone, and data security. FIT delivers and administers tax-related payment programs for the City of New York by providing the information technology solutions needed to achieve its mission of collecting revenue while ensuring an efficient and improved customer experience. FIT is also responsible for the systems and websites which enable citywide payments, land records, property assessment, parking adjudications, customer service, and the Sheriff’s public safety work.

FIT’s IT Service Management (ITSM) team has a user base of approximately 2,000+ employees and consultants, and 11 locations throughout the 5 boroughs of New York City. The Manager of IT Service Management will be responsible for driving the adoption and continuous improvement of ITIL-based processes, ensuring service excellence, and managing the ServiceNow platform to align with organizational needs and objectives. They will monitor performance metrics and ensure that core ITSM processes – Incident, Problem, Change, and Knowledge Management – are executed efficiently and in alignment with industry best practices.

Responsibilities

Reporting to the Director of IT Service Management, the selected candidate’s responsibilities will include, but not be limited to the following:

• Lead the implementation, optimization, and governance of ITSM processes including Incident Management, Problem Management, Change Management, and Knowledge Management based on ITIL best practices.
• Supervise, document, and enforce ITSM policies, standard operating procedures (SOPs), and workflows.
• Maintain the ITSM process documentation knowledge base, including user guides, policy documents, process flows, and training materials.
• Lead continual service improvement (CSI) efforts across IT services and processes.
• Collaborate with IT and business stakeholders to align service management goals with business objectives and user needs.
• Serve as the ServiceNow platform owner, ensuring the effective configuration, maintenance, and evolution of ITSM modules.
• Coordinate with technical teams for integration, automation, and enhancement of the ServiceNow platform.
• Oversee the development and delivery of ServiceNow training and support to end users and process stakeholders.
• Assist in the development of all aspects of new ITSM functions, including functional requirements gathering, documentation, system/tool design, measure and reporting, audit plan, training, and organizational roll out.
• Manage the monitoring and reporting on key performance indicators (KPIs) and service level agreements (SLAs) to ensure operational efficiency and service quality.
• Analyze incident trends to identify root causes and implement permanent remediation strategies. Recommend process improvements that enhance service quality.
• Monitor the efficacy of established ITSM processes using trend analysis, adherence tracking, and automated reporting.
• Manage and mentor