Director of Client Services

Job Locations US-NY-New York
ID
2022-9119
College
Administration
Position Type
Full-Time
Schedule Shift
Monday-Thursday 9AM-5:30PM, Friday 9AM-2PM
Hours Per Week
36.5
Travel
None
Category
Information Technology
Telecommute
Yes
FLSA Status
Exempt

Overview

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

Responsibilities

  • 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

Qualifications

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

Maximum Salary

USD $110,000.00/Yr.

Minimum Salary

USD $88,000.00/Yr.

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