Director of Service Management (26-27)
About The Position
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.
Requirements
- Make Strategic Decisions: This team member makes informed decisions by gathering reliable information, asking clarifying questions, and evaluating multiple options. They thoughtfully align their choices with team objectives, current responsibilities, and the broader mission of the organization.
- Manage Work and Teams: This team member ensures their direct reports have clear, measurable goals with defined benchmarks and success criteria. They actively monitor progress, intervening as needed to keep work on track, while balancing leadership responsibilities with their own individual contributions through effective scheduling.
- Grow Self and Others: This team member uses data to assess development needs and designs learning opportunities that align with team goals and individual career growth. They model a growth mindset by being open about their own development and ensure that both personal and team-led learning initiatives are impactful and well-aligned with organizational priorities.
- Build a Culture of Trust: This team member builds trust and drives positive engagement across multiple groups, as reflected in strong feedback and survey results. They proactively address concerns, model transparency and authenticity, and foster collaboration through open, honest communication and shared ownership.
- Communicate Deliberately: This team member communicates clearly and professionally, delivering concise messages tailored to their audience. They actively listen, engage in dialogue by asking and clarifying questions, and follow up to ensure shared understanding in both individual and group settings.
- 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
Benefits
- medical, dental, and vision plans, disability, life insurance, parenting benefits, flexible spending account options, generous vacation time, referral bonuses, professional development, and a 403(b) plan
- IDEA may offer a relocation stipend to defray the cost of moving for this role, if applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Director
