Director of Client Services

Job Locations US-NY-New York
Position Type
Schedule Shift
Monday-Thursday 9AM-5:30PM, Friday 9AM-2PM
Hours Per Week
Information Technology
FLSA Status


The Director of Client Services provides leadership for the service component of central IT. This position is a combination of technical skills and management to ensure IT services support the business throughout the service’s lifecycle. This position will be responsible for championing best practices and managing a team for the development of service management processes based on ITSM constructs. The Director is responsible for driving the following initiatives:

  • Define and implement a strategy to drive adoption of service management and operational best practices for a hybrid end user work environment.
  • Create an environment that supports customer self-service and automation of routine service requests.
  • Foster continuous service delivery optimization and improvements
  • Develop and implement a strategy and roadmap for organizational excellence and the Key Performance indicators (KPI)s to measure effectiveness


  • Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools trend analysis and metrics reporting and through regular engagement with stakeholders
  • Assist with defining roles and responsibilities for Level 1 and level 2 staff
  • Promote and champion the benefits of Incident Problem Change Request, Knowledge Management, and self-service portals.
  • Accountable for building, publishing, and utilizing the service catalog
  • Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams
  • Develop performance measures and consistently report metrics to IT Services Leadership team
  • Provide direction and goal setting on strategy and operations
  • Provide tactical and strategic recommendations based on ITSM key performance measure
  • Responsible for the Information Technology Service Management (ITSM) platform
  • All other tasks as requested by supervisor


Education/ Experience

  • Bachelor's degree in Computer Science or related field AND minimum of 5 years demonstrated experience in ITSM and/or information technology OR Master's degree in Computer Science or related field
  • Minimum of 3 years demonstrated experience in ITSM and/or information technology OR any equivalent combination of experience training and/or education.

Knowledge/ Skills/ Abilities

  • Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes
  • Knowledge of Higher Education environments and service that support multiple regional and central services across different sectors like medical, legal, etc.
  • Knowledge of ServiceNow
  • Plans and carries out responsibilities with minimal direction
  • ITIL Certification is a plus
  • Strong interpersonal skills to balance expectations with business requirements


  • Hybrid role / NYC-HQ

Maximum Salary

USD $110,000.00/Yr.

Minimum Salary

USD $88,000.00/Yr.


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