Director, Service Management Office

Job Title:

Director, Service Management Office Department: OCIO | Enterprise Networking

The Director, Service Management Office (SMO) for the Office of Technology and Digital Innovation at The Ohio State University is responsible for strategic oversight and direction of three functional teams that support and coordinate on behalf of the many service owners responsible for providing critical technology services across the university and the enterprise. The SMO serves as a central hub to enable effective governance, process consistency, shared tooling, performance measurement, and reporting to support continuous improvement.

The director provides leadership and direction for the primary focus areas of service owner support, billing support, the Service Now cloud-based platform for business process management, the Configuration Management Database in Service Now, and the Change Advisory Board. Through effective delivery in each area, the director leads implementation of policies and procedures designed to improve quality, experience, efficiency and effectiveness, as well as reduce the cost of services delivered by OTDI across the enterprise.

• Bachelor’s degree or equivalent experience.
• 10 years relevant experience using ITIL Service Management framework and best practices.
• Service Now certification and credentials.

• 15+ years relevant experience.
• ITIL certified.

The salary range for this position is $129,500 - $169,250 and the offer for this position will be based on internal equity and the candidate's qualifications.

Function:
Information Technology Sub-function: IT Multi-Discipline Career Band:
Managerial

Career Level:

M3

Location:

Mount Hall (0311) Position Type:
Regular Scheduled

Hours:

40 Shift: First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

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

• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.

As Buckeyes, we accomplish more together. No matter your role, you’ll be part of creating what people need now: pathways to education, research and health care. Working at Ohio State means you’re part of a team with a strong sense of community and an unwavering commitment to excellence — and, of course, incomparable Buckeye spirit. We bring out the best in people, help each other succeed and learn together.

By joining Ohio State, you become part of a top-20 public university with one of America’s leading academic health centers. We’re a team of dedicated colleagues with access to boundless resources that support you.