Associate Director, IT Performance and Service Management

About this role

University Operations:

University Operations at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.   Visit our website or follow us on Facebook and Instagram to learn more.

The Opportunity: University Operations is seeking to hire an Associate Director of IT Performance and Service Management. This role is responsible for leading the institution's ITSM program and advance the delivery of high-quality, customer-focused technology services. This position oversees the ServiceNow platform, drives continual service improvement, and promotes the effective use of ITSM best practices, automation, and AI-enabled capabilities to enhance the experience of students, faculty, and staff.

Responsibilities:

IT Service Management Leadership • Lead and continuously improve ITSM practices, including Incident, Major Incident, Request Fulfillment, Problem, Change, Configuration, Service Catalog, Portfolio, and Knowledge Management.

• Ensure ITSM processes are documented, standardized, and consistently followed across IT teams.

• Serve as the operational authority for service management standards, workflows, and best practices.

• Coordinate cross-functional efforts to resolve complex service management issues.

ServiceNow Platform Ownership • Serve as the product owner for the university's ServiceNow platform, providing strategic direction, governance, and roadmap planning.

• Maintain platform stability, data quality, workflow effectiveness, reporting accuracy, and configuration integrity.

• Oversee enhancement requests, prioritization, testing, deployment, and release management processes.

• Partner with administrators, developers, and vendors to ensure secure, reliable, and compliant platform operations.

AI, Automation, and Workflow Orchestration • Lead the responsible adoption of AI-enabled capabilities and automation within IT service management processes.

• Identify opportunities to streamline service delivery through workflow automation and orchestration.

• Ensure automation initiatives align with university policies, data governance standards, privacy requirements, and security controls.

• Establish safeguards that promote reliability, transparency, and accountability in automated processes.

Service Quality and Continuous Improvement • Define, monitor, and report key performance indicators, including service levels, resolution times, backlog health, and customer satisfaction.

• Use operational metrics and analytics to identify trends, risks, and opportunities for improvement.

• Lead service improvement initiatives and provide performance reporting to IT leadership and governance groups.

Stakeholder Engagement • Collaborate with IT service owners and campus partners to align technology services with academic and administrative priorities.

• Serve as an escalation point for service management issues affecting service quality or user experience.

• Promote awareness of ITSM processes, self-service resources, and knowledge management tools.

Team Leadership • Supervise and develop ITSM staff, including process analysts and platform support personnel.

• Establish performance expectations, goals, and professional development opportunities.

• Foster a culture of accountability, collaboration, innovation, and exceptional customer service.

Governance, Risk, and Compliance • Ensure ITSM processes and ServiceNow configurations align with university policies, security standards, and compliance requirements.

• Support audits, risk assessments, and reviews related to IT service delivery and system controls.

• Maintain appropriate controls for access management, change management, and data integrity.

Minimum Qualifications :

Bachelor’s degree and 6 years of relevant experience with at least 2+ years of leadership experience; or High School Diploma (or equivalent) and 10 with at least 2+ years of leadership experience or   an equivalent combination of education and experience   pursuant to   Fla. Stat. 112.219(6) .

Preferred Qualifications :

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field, and progressively responsible experience leading IT Service Management (ITSM) programs in a complex enterprise environment. 

• Demonstrated experience administering, governing, or serving as a product owner for the ServiceNow platform, including roadmap planning, workflow design, enhancements, and platform governance.

• Expert knowledge of ITIL principles and ITSM best practices, with experience implementing and managing Incident, Problem, Change, Request, Configuration, Service Catalog, and Knowledge Management processes.

• Experience leading enterprise-wide ITSM transformation, continual service improvement initiatives, and organizational process standardization efforts.

• Experience leveraging AI-enabled technologies, workflow automation, and orchestration tools to improve operational efficiency, service delivery, and user experience.

• Strong leadership and supervisory experience, including managing technical teams, developing staff, setting performance expectations, and fostering a culture of accountability and continuous improvement.

• Demonstrated ability to establish and monitor service performance metrics, dashboards, service level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction measures.

• Experience collaborating with diverse stakeholders, including executive leadership, technical teams, vendors, and business partners, to align technology services with organizational goals.

• Knowledge of governance, risk management, data governance, cybersecurity controls, compliance requirements, and audit practices related to enterprise IT service delivery.

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