Director, Service Management - Information Technology Services

Job Description

Information Technology Services (ITS) at the University at Albany seeks applicants for Director of Service Management. The Director leads the strategy, operations, and continual improvement of service request fulfillment, incident management, and end‑user support processes across ITS. This leadership role ensures that ITS delivers reliable, efficient, and customer‑centered services through consistent, well‑managed workflows, a comprehensive service catalog, and a high‑performing Service Desk function.

The Director serves as a central driver of operational excellence across ITS, ensuring that requests and incidents are routed properly, addressed promptly, and handled in a manner that fosters transparency and customer satisfaction. This position has the authority to create, develop, affect, and implement policy and is responsible for decision making and discretion in determining and approving strategic policy direction.

Under the Director's leadership, the Service Management unit is also responsible for planning, installation, security, and support for workstations (desktops and laptops), printers, and multi‑function devices, and all other end‑point devices and workstation‑installed software at the university. Additionally, this unit provides field support for all IT services and projects across all business areas.

The director collaborates closely with other units in ITS that comprise the service and project delivery teams within this matrixed IT organization.

• Service Management
  • Service Strategy and Design
    • Provide leadership in the development and enforcement of university‑wide IT policies, standards, and governance practices.
    • Shape and influence long‑range strategic direction to ensure all ITS service portfolios, operational plans, and resource allocations remain aligned with university priorities.
  • Service Request & Incident Management Leadership
    • Oversee the fulfillment of all standard service requests and ensure timely response and resolution of incidents.
    • Strengthen and continually refine Service Desk governance and operational frameworks to ensure that demand for IT services is accurately captured, routed, and fulfilled.
    • Develop and enforce policy and procedure, and continuously improve processes for triage, prioritization, escalation, and closure of tickets.
    • Monitor service queues and actively follow up with service managers and resource managers to ensure service level agreements and performance expectations are met.
    • Identify bottlenecks, inefficiencies, and recurring issues; drive continuous improvements in work management.
    • Develop, track, and improve performance metrics including response times, resolution rates, customer satisfaction, and ticket categorization accuracy.
    • Collaborate with service managers, resource managers, and technical teams across ITS to ensure coordinated service delivery.
    • Direct processes and campus communications related to service availability and policy changes.
  • Service Catalog Management
    • Oversee the development, governance, and continuous refinement of the ITS Service Catalog.
    • Ensure that service definitions, offerings, support boundaries, and request pathways are accurate, consistent, and aligned with organizational capabilities.
    • Partner with service managers across ITS to maintain clear, reliable Service Catalog descriptions and fulfillment expectations for all services.
  • Knowledgebase & Documentation Governance
    • Oversee the structure, quality, and growth of the ITS customer‑facing and internal knowledge bases.
    • Establish and enforce standards for knowledge articles, FAQs, troubleshooting guides, workflows, and internal routing documentation.
    • Promote self‑service adoption and ensure content is accurate, accessible, and updated routinely.
  • Process Governance & Workflow Design
    • Lead the creation, standardization, and maintenance of internal templates, workflows, and documentation that guide ticket routing and fulfillment.
    • Ensure work management processes across ITS are aligned, documented, and measurable.
    • Develop and maintain process maps, routing protocols, and handoff expectations for all service areas.
  • Performance Management & Reporting
    • Produce…