University of Rochester Digital Practice Mgmt Lead - 225476 in Rochester, New York
Digital Practice Mgmt Lead
Full Time 40 hours Grade 055 ISD Chief Technical Office
8 AM-5 PM
With a focus on the ITIL framework, but not limited to, the role of the Digital Practice Management Lead is to assist with the Information Services Division department adhering to recognized ITSM framework standards and best practices that are fit for purpose in the digital age. This role is a member of the Digital Practice Management team which provides governance, guidance, and ownership (where necessary) for all ITSM practices and processes including the strategy, training, and adoption. This role is responsible to lead efforts to evaluate, design, govern, and continuously improve practices and processes, as well as ensure alignment with organizational objectives and digital transformation efforts. This role will work across all functional areas within ISD under the direction of the Digital Practices Manager.
(65%) In collaboration with the IT Strategy Team and Continual Improvement workgroup, and an ongoing understanding of organizational strategy and business objectives, lead the evaluation, implementation, and improvement of digital management processes and practices guided by established frameworks and best practices, under the direction of the Digital Practices Manager.
(35%) Lead the evaluation and implementation of digital services management practices
(20%) Collaborate on the implementation and improvement of digital service management practices
(10%) Improvement of digital management processes and practices guided by established frameworks and best practices
(15%) Work with digital management practice owners to develop and maintain policies and practices adhering to ITSM and industry frameworks and best practices.
(10%) Develop a continuous improvement strategy to ensure processes are aligned with the ongoing organizational strategy and that overall process maturity continues to increase.
(5%) Insure common terminology is established, utilized, maintained, and updated.
(5%) Organizational Change Management efforts include partnering with members of ISD members to establish initiatives and policies to affect culture changes relative to ISD’s service management and delivery efforts.
Bachelor's degree in related discipline such as Computer Science, Business, Mathematics, Statistics, Science or Engineering, and 4-5 years of related experience, preferably 2-3 years in a supervisory capacity; or an equivalent combination of education and experience
Knowledge of ITIL v3 or v4 framework, practices, and methodology
Knowledge of DevOps practices
Knowledge of Agile and Scrum practices
4+ years of relevant IT service and delivery management experience, including implementing or maturing people, processes, and technology associated with these efforts
Able to clearly articulate concepts of IT service and delivery processes and practices in an understandable way to people with all levels of knowledge and maturity
ITILv4 Foundations Certification
ITILv4 Managing Professional and ITILv4 Strategic Leader Certification
Experience utilizing Service Management tools, preferably ServiceNow
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled