IT Service Management Manager

New York University Tisch School of the Arts

IT Service Management Manager optimizing IT service management processes to deliver NYU IT services effectively and reliably. Responsible for managing ITSM processes and building relationships with stakeholders.

Posted 4/24/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $130,000 - $150,000 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Establish, promote, maintain, and optimize IT service management processes/controls to deliver NYU IT’s services to meet business objectives efficiently, effectively, and reliably.
Serve as a subject matter expert on service matters for internal project teams.
Participate in the design and implementation of IT services.
Manage and optimize existing ITSM processes such as service catalog management, data certification, ITSM maturity assessment, configuration management, problem management, service asset and change management, and service level management.
Adapt additional ITSM processes to NYU IT as necessary as the organization matures such as continual improvement, service review, service asset, and configuration management.
Build and maintain strong relationships with internal stakeholders across various schools and units.

Requirements

What you’ll need

Bachelor's Degree in Information Technology, Computer Science, or a related field.
5+ years of combined IT industry experience in service management.
Experience with the application of ITIL lifecycle best practices to change, incident, and problem management process development and service design.
Proven experience in implementing and managing ITIL-based processes and frameworks.
Strong technical background with experience in IT infrastructure, networking, and systems administration.
Experience with IT service management in a higher education IT environment.
Familiarity with business analyst and project management methodologies and processes, preferably in an IT and/or higher education environment.
Experience presenting for medium to large groups, for both technical and non-technical audiences, and for all levels up to and including senior management.

Benefits

Comp & perks

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040.
Learn more at nyu.edu/nyugreen.
NYU is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis.

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Hard Skills & Tools

IT service managementITIL lifecycle best practicesservice catalog managementdata certificationconfiguration managementproblem managementservice asset managementchange managementservice level managementIT infrastructure

Soft Skills

relationship buildingcommunicationpresentation skillsstakeholder managementteam collaborationadaptabilityproblem-solvingorganizational skillsleadershipinterpersonal skills