IT Service Management Service Lead

WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals.

Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY
This role is all about helping the organization deliver great IT services. As the ITSM Service Lead, you'll guide and mature key service management practices, making sure they run smoothly, efficiently, and in line with ITIL best practices. You'll work closely with teams across the institution to improve processes, strengthen the service catalog, and drive continual improvement. This role does not offer H1B sponsorship.

Candidates must live in or be willing to relocate to the Dallas/Fort Worth Metroplex. This position is eligible for a hybrid work schedule. Please note, this position requires hands on experience with Service Now ITSM and SPM.

What You'll Do
• Lead and enhance IT Service Management (ITSM) and Strategic Portfolio Management (SPM) practices

• Partner with teams across the organization to improve service quality and operational excellence

• Gather requirements to support practice maturity and service catalog development

• Analyze service performance and identify opportunities for improvement

• Advocate for ITSM and help educate teams on best practices
• Support iterative deployment of ITSM and SPM capabilities in collaboration with development teams

• Manage multiple priorities and communicate progress clearly to leadership
What You Bring
• Experience as an ITSM and SPM process analyst or lead

• Strong knowledge of ITIL and ITSM methodologies
• Hands on experience with Service Now ITSM and SPM

• Familiarity with Scrum, especially backlog management

• Strong analytical skills and comfort working with tools like spreadsheets and data modeling software

• Excellent communication, collaboration, and stakeholder engagement skills

• Ability to think strategically while handling day to day details

• Proactive mindset and ownership of your work

Specific Job Duties

• Liaison between Service management Center of Excellence (CoE) and user groups, primarily focused on maintaining uniform and best practice ITSM processes.
• Defines and maintains enterprise wide ITSM processes (INC, MI, PRB, CHG, DMD, RQST, KNW). Creates, maintains, and updates process documentation.
• Defines KPIs and measures process performance against the defined KPIs.
• Coordinates with user groups to:
  Ensure that the user groups are following the defined process, provide required coaching/guidance as required.
• Receive process related feedback, question, concerns, and address them. Identify new requirements and document in backlog.
• Keep user groups informed on upcoming Service Now platform activities (upgrades, releases etc.)
• Coordinates with CoE team to:
  Gathering requirements, acceptance criteria, and creating user stories for development.
• Review platform backlog and prioritize implementation.
• Support platform team via elaborating requirements, testing.
• Planning and implementing IT Service Management processes.
• Advises and promotes ITIL best practices.
• May also be responsible for training and educating employees about the various processes in the workplace and ensuring accurate data tracking.
• Perform other duties as assigned.

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retireme…