The City University of New York · 10 hours ago
Director of ITSM & ServiceNow (IT Computer Systems Manager 6) - Provisional
New York, NY
Part-time
Hybrid
Director/Executive
$165K/yr - $173K/yr
6+ years expThe City University of New York is seeking a Director of ITSM & ServiceNow to lead its IT service management initiatives. The role involves directing strategy, governance, and delivery of ITSM across CUNY, overseeing the optimization of the ServiceNow platform, and driving transformation initiatives to improve service quality and user experience.
Higher Education
Responsibilities
Provides strategic direction and leadership for ITSM transformation initiatives across CUNY, including Service Catalog, incident, problem, change, asset, knowledge, and request management
Directs planning, implementation, and optimization of the ServiceNow platform as a University-wide service management and workflow automation tool
Establishes and maintains governance frameworks, policies, and performance metrics to ensure compliance, accountability, and service excellence
Partners with campus and Central Office leadership to standardize ITSM practices and ensures effective change management during transformation efforts
Leads a team of ITSM and ServiceNow professionals, including administrators, developers, process owners, and analysts, fostering a culture of continuous improvement
Serves as the executive sponsor for ServiceNow upgrades, integrations, and new module deployments, ensuring scalability and alignment with enterprise architecture standards
Directs and monitors vendor and contract management for ITSM related services and ServiceNow licenses, ensuring cost efficiency and value realization
Manages the development of service performance dashboards and reporting tools for executive leadership, enabling data-driven decision-making
Oversees training and communication programs to drive adoption of ITSM practices and effective use of ServiceNow capabilities
Represents CUNY CIS in external ITSM and ServiceNow forums to benchmark practices and bring innovation back to the University
Qualification
Required
Six (6) years of progressively responsible full-time paid information systems technology experience, at least eighteen (18) months of which shall have been in an administrative or managerial capacity in the areas of computer applications programming, systems programming, information systems development, data telecommunications, data base administration or a closely related area
Education at an accredited college or university may be substituted for the general information systems technology experience at the rate of one (1) year of college for six (6) months of experience up to a maximum of four (4) years of college for two (2) years of experience
In addition, a master's degree in computer science or a closely related field from an accredited college or university may be substituted for an additional year of the general information systems technology experience
However, all candidates must possess the eighteen (18) months of administrative or managerial experience described above
Experience in an administrative capacity must include, but is not limited to, responsibilities such as: monitoring an IT budget; reviewing and approving IT procurement and invoice payments; reviewing and approving contracts with vendors; monitoring and approving IT projects; setting standards and best practices; risk evaluation (e.g., security, reputational, operational); organizational development; chairing or participating in IT Governance and Advisory committees; and/or overseeing vendor relationship management
Experience in a managerial capacity must include, but is not limited to, responsibilities such as: strategic planning for an office/division; creating and implementing policies; setting standards and best practices; defining and documenting project scope; root cause analysis with recommendations; collaborating with other managers and executives to define future state of IT program; and/or forecasting
The following types of experience are not acceptable: superficial use of preprogrammed software without complex programming, design, implementation or management of the product; use of a word processing package; use of a hand-held calculator; data entry; operation of data processing hardware or consoles
Preferred
10+ years of progressive IT leadership experience, including at least 6 years leading enterprise ITSM or ServiceNow initiatives
Demonstrated expertise in ITIL frameworks, ITSM transformation, and enterprise service management best practices
Direct experience managing ServiceNow platform administration, development, and governance at an enterprise scale
Strong vendor management, budget administration, and contract negotiation skills
Excellent leadership, communication, and collaboration skills with the ability to influence across diverse campuses and administrative units
Familiarity with public sector or higher education governance structures
Excellent leadership, communication, and stakeholder management skills, with the ability to convey complex technical strategies in clear, business-focused terms
Benefits
CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification.
Employees are also offered pension and Tax-Deferred Savings Plans.
Health benefits are also extended to retirees who meet the eligibility criteria.
Company
The City University of New York
The City University of New York is the nation’s largest urban public university, a transformative engine of social mobility that is a critical component of the lifeblood of New York City.
10001+ employees
H1B Sponsorship
The City University of New York has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (6)
2023 (5)
2022 (5)
2021 (2)
2020 (11)
Funding
Current Stage
Late StageLeadership Team
Allison Griffin
Partnership Specialist, CUNY Service Corps
Doriane Gloria
Sr. Vice Chancellor and Chief Human Resources Officer
Recent News
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2025-09-12
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