Associate Director, ITSM

Overview

The Associate Director, IT Performance & Service Management leads the IT Service Management (ITSM) program and oversees the effective delivery, maturity, and continuous improvement of ITSM practices across the institution. This role is responsible for ensuring consistent process execution, service quality, automation, and data‑informed decision‑making, while advancing service management capabilities and workflow orchestration that enhance the experience for students, faculty, and staff.

• Reports to:
  
  Director‑level leadership
• Supervision: 1 direct report
• Position type:
  Full‑time

• Bachelor's degree in Information Technology, Business, or a related field (or equivalent experience)
• 7+ years of progressive IT experience with significant exposure to ITSM processes and service delivery
• 3+ years in ITSM leadership, service operations leadership, or platform ownership (Service Now or similar)
• Demonstrated ability to establish governance, standards, and process adherence across multiple teams
• Strong analytical and reporting skills; able to translate data into decisions and measurable improvements
• Excellent communication and stakeholder management skills (technical + non‑technical audiences)

• ITIL certification (Foundation required; Intermediate/Managing Professional preferred)
• Service Now certifications (e.g., CSA, CIS, CAD) or equivalent platform credentials
• Experience with automation/orchestration, workflow design, and service performance management
• Higher education IT experience or large, complex enterprise environment experience
• Familiarity with audits, compliance frameworks, and security‑aligned service controls

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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