ITSM Transformation Program Manager

Our client can only work with W2 candidates at this time (US Citizen or Green Card Permanent Resident)
Duration: 12 month contract to start (35 hrs/week) Job Summary

The ITSM Transformation Program Manager drives the client strategic transformation of IT service management. Reporting to the Associate Director of IT Service Management, this role translates the client's ITSM vision into executable programs that enhance service delivery, improve user experience, and drive operational excellence across the university.

This position requires a leader who can independently manage complex, cross-functional initiatives spanning all ITSM practice areas including Configuration Management, Service Portfolio Management, IT Asset Management, Change Management, Request Management, Incident Management, Problem Management, Knowledge Management, and Strategic Portfolio Management. The role focuses on strategic planning, stakeholder coordination, and organizational change management.

The ITSM Transformation Program Manager works closely with implementation partners and technical teams to ensure successful delivery of ITSM capabilities while maintaining focus on program leadership, business alignment, and adoption across the client's decentralized environment.

• Partner with the Associate Director of ITSM to develop comprehensive strategic roadmaps for ITSM transformation aligned with the client's objectives
• Translate strategic objectives into actionable program plans, work streams, and measurable outcomes across all ITSM domains
• Lead organizational change management to drive adoption of new processes and capabilities across the university
• Develop business cases and investment proposals for ITSM initiatives, including resource requirements, expected benefits, and success metrics
• Build and maintain relationships with executive stakeholders and decision-makers across the client and the university
• Support development of scalable, business-aligned service rate models to facilitate program growth and stakeholder adoption

• Lead execution of complex ITSM transformation initiatives from conception through implementation, managing dependencies, risks, and delivery timelines
• Coordinate with implementation partners and technical teams to ensure successful delivery of platform capabilities and integrations
• Drive maturation of ITSM practices across all process areas, ensuring alignment with ITIL best practices
• Establish Strategic Portfolio Management capabilities including Demand Management, resource planning, and capacity planning to improve strategic alignment
• Develop comprehensive policies, standards, and governance frameworks for ITSM practices to enable data-driven service delivery
• Establish KPIs, dashboards, and reporting frameworks; analyze performance data to identify improvement opportunities
• Champion adoption of automation and self-service capabilities to improve efficiency and enhance user experience

• Foster collaboration across ITSM teams, process owners, service owners, and the client leadership to drive program alignment
• Lead cross-functional working groups and advisory committees for ITSM decision-making and governance
• Partner with schools, administrative units, and service delivery teams to drive adoption and standardization of ITSM practices
• Coordinate with Information Security, Risk Management, and Compliance teams to ensure integrated approaches
• Present program updates, recommendations, and strategies to executive leadership and governance bodies
• Facilitate alignment between Strategic Portfolio Management, Demand Management, and operational service delivery

• Stay current with ITSM industry trends, emerging technologies, and best practices
• Provide thought leadership on ITSM maturity, service management frameworks, and operational excellence
• Identify and evaluate emerging approaches to enhance ITSM capabilities
• Contribute to knowledge sharing and professional development across the ITSM organization
• Represent the client in external ITSM communities, conferences, and professional…