Manager, IT Service Management

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

Job summary

NYC Department of Finance (DOF) is seeking a Manager of IT Service Management to lead the adoption and continuous improvement of ITIL-based ITSM processes. The role will own the ServiceNow platform, drive governance across Incident, Problem, Change, and Knowledge Management, and supervise a team of ITSM analysts to deliver service excellence.

The candidate will collaborate with stakeholders to align ITSM outcomes with business objectives, develop training materials, and monitor KPIs/SLAs to

Qualifications

• Master's degree in CS with at least 3 years in IT management.
• Alternatively, bachelor's with 4 years in IT management.
• Proficiency in ITIL and ITSM practices.

Responsibilities

• Lead ITSM process implementation and governance.
• Oversee Incident, Problem, Change, Knowledge Management.
• Manage ServiceNow configuration and integration.
• Mentor ITSM analysts and monitor KPIs/SLAs.
• Coordinate with IT and business stakeholders to align goals.

Skills

ITSM

ServiceNow

ITIL

Leadership

Stakeholders

Education

Master's degree in Computer Science

Bachelor's degree

High school diploma

Tools

ServiceNow ITSM

Navvia

Visio

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.

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 a team of ITSM analysts.
• Oversee operational activities for existing ITSM functions.
• Serve as an escalation point for high-priority incidents.
• Communicate the status of high-priority incidents and planned maintenance activities to the appropriate stakeholders.
• Participate in After-Action Response investigations for major problems and document root cause findings.
• Perform other related duties as assigned.

Additional Information:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.

COMPUTER SYSTEMS MANAGER - 1005D

Minimum Qualifications

1. 1. A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or
2. 2. A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
3. 3. A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
4. 4. A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above.

Preferred Skills

• 5+ years of proven experience in IT Service Management or support roles, with at least 1-3 years in a supervisory or leadership capacity.
• 3+ years of hands-on experience administering or managing ServiceNow ITSM modules, including developing and maintaining service catalogs, workflows, and automation.
• Hands-on experience with process modeling software applications (such as Navvia, Microsoft Visio, etc.).
• Strong knowledge of ITIL frameworks (ITIL v4 certification preferred).
• Previous experience managing enterprise-wide ITSM transformations.
• Strong capacity for deductive reasoning, root-cause analysis, and data-driven process improvement.
• Excellent verbal and written communication skills with the ability to convey complex technical issues to non-technical stakeholders.
• Ability to work in a dynamic, fast-paced environment.
• Flexibility to manage multiple tasks simultaneously.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is not required for this position.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.