Director of Client Services

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

Travel

• Hybrid role / NYC-HQ