Senior IT Service Management Manager

New York University Tisch School of the Arts

IT Service Management Senior Manager at NYU leading IT service processes and user success. Focused on delivering excellent IT services to NYU’s global community through strong stakeholder collaborations.

Posted 6/27/2026full-timeNew York City • New York • 🇺🇸 United StatesSenior💰 $130,000 - $150,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Establish, promote, maintain, and optimize IT service management processes/controls to deliver NYU IT’s services.
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.
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.
Demonstrated ability to develop service and operational level agreements.
Excellent verbal and written communication skills; ability to convey information in a clear and concise manner.
Demonstrated fluency in using ServiceNow for service catalog, CMDB, change, incident, problem, knowledge management, and/or metrics reporting.
Excellent leadership and team management skills.
Strong analytical and problem-solving abilities.
Proficiency in ITSM tools and software (e.g., ServiceNow).

Benefits

Comp & perks

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT Service ManagementITIL Lifecycle Best PracticesService Catalog ManagementConfiguration ManagementProblem ManagementChange ManagementService Level ManagementData CertificationIT InfrastructureSystems Administration

Soft Skills

Excellent Communication SkillsLeadership SkillsTeam Management SkillsAnalytical AbilitiesProblem-Solving AbilitiesRelationship BuildingPresentation Skills