Associate Director - Service Management Office

Associate Director - Service Management Office

Department:
Health System Shared Services | Information Technology Administration

The Associate Director of the Service Management Office (SMO) provides strategic leadership and operational oversight for IT service management across the academic medical center, ensuring services are delivered efficiently, reliably, and in alignment with clinical, research, and educational priorities.

• Establish governance frameworks and lead the Service Management Office function.
• Develop and implement ITSM strategies, policies, and standards.
• Drive continuous improvement in service delivery processes and overall service quality.
• Protect patient care by minimizing IT disruptions that could impact safety, delay care, or interrupt workflows.
• Oversee incident, problem, and change management processes, enabling rapid and coordinated responses.
• Standardize service management practices across the organization and define clear service ownership and accountability.
• Establish and monitor service-level agreements (SLAs) and key performance indicators (KPIs).
• Collaborate with IT and business leaders to align service delivery with institutional goals.
• Ensure controlled system changes to minimize risk within clinical environments.
• Facilitate clear, effective communication during outages and high‑impact events.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems or a related field and seven years of progressive experience in IT service management, IT operations, or a related area.
• Experience with ITIL frameworks, including incident, problem, and change management processes.
• Experience developing and managing SLAs, KPIs, and service performance reporting.
• Experience establishing governance frameworks, driving process standardization, and leading continuous improvement initiatives.
• Experience coordinating major incident response efforts and collaborating across technical and business teams.

• Retirement plan options with generous employer contribution.
• Affordable health insurance, including dental, vision and prescription coverage from day one.
• Paid vacation and sick leave, short and long‑term disability and paid parental leave.
• Public Service Loan Forgiveness program.
• Paid time off, 11 holidays and state retirement plan with generous employer contributions.

Ackerman Rd, 640 (2432)

Position Type:
Regular

Hours:

40 per week

Shift: Final
Background check required; drug screen or physical may be required post‑offer.

The university is an equal opportunity employer, including veterans and disability.