Director of Service Management (26-27)

IDEA Public Schools•Weslaco, TX

2d•$108,136 - $128,682•Hybrid

About The Position

Director of Service Management Mission: The Director of Service Management leads strategic leadership and operations for transforming and managing enterprise service delivery across IDEA Public Schools. This role oversees the design, direction, implementation, and optimization of the ServiceNow platform to support IT Service Management as well as Enterprise Service Management initiatives districtwide. Moreover, they ensure that all services align with organizational goals as well as improve staff and student experience, and support efficient, reliable service operations across all schools and departments. This position directly manages a team of Service Managers and Service Administrators, while managing service staff via influence through other directors and departments. Reporting to the VP of Technology Operations, this individual leads the development and operation of district-wide service processes throughout technology, finance, human resources, and operations teams to ensure a streamlined and consistent experience for staff, educators, administrators, and school sites. Supervisory Responsibilities: Directs a team of Service Management team members and leads the Service Management application direction and vision. Location: This is a full-time (remote/on-site) position based in Texas, with preference given to candidates who live in Austin, El Paso, Houston, Permian Basin (Midland/Odessa), Rio Grande Valley, San Antonio, and Tarrant County (Fort Worth), or who are willing to relocate. Travel Expectations: Quarterly and as needed

Requirements

ITIL 4 Foundations
ServiceNow CSA or equivalent experience
Bachelors degree in technology management required
5 years of experience in IT Service Management

Nice To Haves

ITIL 4 foundations
ServiceNow certifications

Responsibilities

Develop and implement the vision and strategy for Service Management across the organization.
Own the ServiceNow product roadmap, strategy, and governance across the organization.
Lead ServiceNow implementations, expansions, and improvements for IT Service Management, Enterprise Service Management, HR Service Delivery, Facilities, and more
Ensure platform architecture, workflows, forms, and service catalogs align with organizational needs and best practices.
Directly manage the end to end IT services via the ITSM business processes including incident, problem, change, and knowledge
Supports the rest of organization (HR, Finance, etc.) to adopt Service Management standards and practices