Director of IT Service Management

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $150,000-$160,000.

The Administration for Children’s Services (ACS) protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community supports. ACS manages community-based supports and foster care services, and provides subsidized child care vouchers. ACS child protection staff respond to allegations of child maltreatment. In juvenile justice, ACS oversees detention, placement and programs for youth in the community.

The New York City Administration for Children’s Services of Office of Information Technology (OIT) department has the responsibility to provide high quality, reliable, sustainable technology services, and support to meet the needs of the families and children we serve through ACS and its vendor partners and other city agencies.

The Infrastructure and Support unit provides, manages, and supports the Agency's technology Infrastructure, software, and services. This unit comprises of the Service Desk, Technical Support, Production Support, Infrastructure and Telecom Management.

The Director of IT Service Management will report to the Assistant Commissioner of Infrastructure and Support. This position will be a frontline management role with two primary responsibilities: effective and efficient delivery of services and improved customer experience. The successful candidate must leverage ITIL Management processes and procedures to ensure IT services are aligned with business objectives, efficiently delivered, and continuously improved.

The selected candidate will be responsible for performing the following duties, but not limited to:

Oversee IT Service Management Framework:
- Develop, implement, and maintain the overall ITSM framework within the organization.
- Define ITSM policies, processes, and procedures based on industry best practices and organizational requirements.
- Ensure that ITSM practices comply with relevant standards and regulations.
- Drive the delivery of 24x7x365 systems availability and performance through effective IT Service Management processes, executive communications, and return-to-service activities with the goal of ensuring the effectiveness of operations support, processes, and controls.
- Proactively monitor and direct vendor service delivery per stated Service Level Agreements. Perform all internal escalations and executive communications regarding system issues and service delays.
- Perform gap analysis to highlight breaches of Service Level (SLA) targets, investigating reasons and recommending actions to prevent their recurrence.
- Perform reviews of Release, Change, Incident and Problem data for trends and recurrence of issues, identifying opportunities to reduce the frequency and eliminate service impacting events.
- Define and direct the technical processes for the resolution of complex system problems. Determine and report on root cause for all Incident events.
- Communicate and coordinate with IT Operations and Support teams on problem management activities for long term problem resolutions. Coordinate meetings with stakeholders to develop plans and long-range strategy; coordinate cross-functional efforts to remediate root cause.
- Work with IT teams on continuous improvements to existing processes to ensure that Knowledge Management guidelines are used between Service Desk, Incident, Problem & Change Management groups.

Incident and Problem Management:
- Provide guidance and support for incident and problem management activities to ensure timely resolution of incidents and identification of root causes.
- Facilitate the investigation of major incidents and coordinate efforts to restore normal service operation.

Service Level Management:
- Define, negotiate, and monitor service level agreements (SLAs) with business units and internal stakeholders.
- Ensure that IT services meet agreed-upon service levels and Key Performance Indicators (KPIs) and take appropriate actions to address any deviations.

Service Improvement Initiatives:
- Lead and facilitate continual service improvement (CSI) initiatives to enhance the quality, efficiency, and effectiveness of IT services.
- Identify areas for improvement based on performance data, customer feedback, and industry benchmarks, and implement corrective actions.

Risk Management:
- Identify, assess, and manage risks related to IT service delivery, ensuring that risks are mitigated or controlled effectively.
- Implement risk management processes and procedures to minimize the impact of potential disruptions to IT services.

Communication and Stakeholder Engagement:
- Communicate IT service strategies, initiatives, and performance metrics to key stakeholders, including business leaders, IT teams, and end users.
- Build and maintain positive relationships with business stakeholders, ensuring that IT services are aligned with their needs and expectations.

ADDITIONAL INFORMATION

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $150,000-$160,000.

Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report.

TO APPLY

Please go to www.cityjobs.nyc.gov or www.nyc.gov/ess for current NYC employees and search for Job ID#643813.

No phone calls, faxes or personal inquiries permitted.

Note: Only candidates under consideration will be contacted.

1. A baccalaureate degree from an accredited college in computer science, engineering, human computer interaction, interactive media, digital and graphics design, data visualization, communication or a related field, and four years of satisfactory full-time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain; or

2. An associate degree from an accredited college in computer science, engineering, human computer interaction, interactive media, digital and graphics design, data visualization, communication or a related field, and six years of satisfactory full-time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain; or

3. A baccalaureate degree from an accredited college, and eight years of satisfactory full-time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain; or

4. Education and/or experience which is equivalent to "1", "2", or "3" above.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.