Assistant Vice President of IT Service Management

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Assistant Vice President of IT Service Management, UIS - Georgetown University. This is a senior leadership role responsible for overall vision, strategy, governance, and operational excellence of a UIS’ IT service delivery model. This role ensures that IT services are aligned with the university's needs, and are delivered efficiently, meeting or exceeding our community’s expectations. The AVP of Service Management is a key liaison between UIS and the rest of the university, focusing on building a high-performing, customer-centric culture.

This role is accountable for the overall design, implementation, and management of IT Service Management (ITSM) processes, frameworks (such as ITIL), and tools to ensure high-quality, cost-effective, and user-centric IT services.

• Define and articulate the strategic vision for IT Service Management, aligning it with the overall IT and University strategies.
• Drive the adoption of best practices and continuous service improvement (CSI) across the IT organization.
• Lead and manage the IT Service Management team, fostering a culture of accountability, collaboration, and high performance.
• Establish and maintain a comprehensive service catalog and service level agreements (SLAs) with business units.
• Oversee the management of IT incidents, problems, and changes to minimize service disruption and ensure timely resolution.

This position has been designated as Hybrid. This role reports directly to the Chief Information Officer (CIO). The Assistant Vice President of ITSM will lead a team dedicated to service desk operations, incident management, problem management, change management, request fulfillment, knowledge management, and service level management, ensuring IT operations fully support University objectives. The position will also work closely with stakeholders across the university at all levels, influencing strategic decisions and ensuring IT services meet their needs.

• Education:
  
  Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Master's degree (MBA or equivalent) strongly preferred.
• Experience:
  • 12+ years of progressive experience in IT operations, service delivery, or IT service management, with at least 5-7 years in a senior leadership role (e.g., Director, Senior Manager, AVP) overseeing ITSM functions in a large, complex organization.
  • Proven expertise in IT Service Management frameworks, particularly ITIL v3 or ITIL 4 certifications (e.g., ITIL Expert, ITIL Master) are highly desirable.
  • Demonstrated experience in implementing and optimizing ITSM tools (e.g., Fresh Service, Service Cloud, Service Now, Jira Service Management etc).
  • Strong track record of driving process improvement, automation, and organizational change within an IT environment.
• Skills:
  • Exceptional leadership and people management skills, with the ability to inspire, motivate, and develop a diverse team.
  • Strategic thinker with strong analytical and problem-solving abilities.
  • Excellent communication, presentation, and interpersonal skills, capable of influencing stakeholders at all levels.
  • Deep understanding of IT infrastructure, applications, and security principles.
  • Strong customer-centric mindset with a focus on delivering high-quality user experiences.
  • Ability to manage complex projects and initiatives simultaneously.

This position has been designated as Hybrid. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review…