| ||About Berkeley |
| ||The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptanceacademic and artistic, political and culturalmake it a very special place for students, faculty and staff. |
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.
| ||Departmental Overview |
| ||UC Berkeley's Office of the CIO is seeking a Director of IT Service Management to provide strategic leadership and oversight of all IT Service Management disciplines and practices across the IST organization. Reporting to the Deputy CIO, the Director is part of the senior leadership team and leads the establishment, implementation, operation, monitoring, and improvement of all service management practices in the delivery of IT services to campus customers. |
The preferred candidate will provide strategic leadership for designing, implementing and communicating a delivery model for enterprise IT services that includes policies and guidelines for service definition and business case justification, a service level agreement framework, key performance indicators, and flexible delivery capacity requirements.
Responsibilities include direct oversight of the IT service management portfolio under a regional services model and will coordinate service management efforts across all regions including the implementation of IT service management (ITSM) processes and procedures, the identification and management of service standards, measurements and reviews, and the development and maintenance of a customer-responsive service catalog.
The Director will coordinate service life-cycle processes, including service design and transition of new services into production, and will help to identify potential new services based on client input.
| ||Responsibilities |
| || The ITSM Program Director will support the efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services and IT processes. |
Participate in requirements gathering, design and implementation of ITSM capabilities. Provide oversight at key milestones and manages expectations during implementation.
Translate business requirements into ITSM system configuration requirements.
Support the design and implementation of mission-critical IT service processes across the University.
Coordinate inter-process changes with other process owners and facilitate resolution of interface problems. Day-to-day ITIL Life-Cycle process consultation and support. Ensure alignment of processes to corporate and IT strategy. Mentor process managers and process teams.
Ability to communicate and work effectively with all levels of management and technical teams to influence change and facilitate cooperation.
| ||Required Qualifications |
| || B.S. degree or equivalent experience |
Ten plus (10+) years of progressive management experience in IT
Extensive understanding of ITSM and ITIL
Experience collaborating with other IT leaders to align strategic IT service portfolio with business needs
Experience planning, leading and managing IT operations, particularly client support services, to ensure activities are conducted in a manner consistent with industry best practices and that technology trends and new developments are leveraged appropriately to meet business needs
Experience establishing an overall delivery model for enterprise IT services and a service-oriented approach
Experience developing, managing and refreshing a portfolio of IT services
Experience developing and publishing a unified IT service catalog to inform clients about available services and SLAs
Demonstrates a proven record of success as a leader specializing in the design and implementation of ITSM processes, organizational structures, functions and technologies
Familiarity with service design principles and practices
Experience building and maturing relationships at all levels of an organization to ensure alignment of enterprise architecture with business needs
Strong experience leading and managing an IT service team, coaching and mentoring others, assessing staff performance and providing for professional development opportunities, developing processes to encourage knowledge sharing, collaboration and work flow, and ensuring the development and implementation of any necessary corrective actions to meet objectives
Experience conducting ongoing processes to measure and evaluate current services and identify new services
Senior level organization management
Excellent knowledge of business principles and operations
Combination of business acumen and IT expertise
Ability to deep-dive with IT professionals and then provide clear and informative briefings to the management team
Strong familiarity in technologies utilized and supported by the department
| ||Salary & Benefits |
| ||$135,000 - $150,000 Annually |
For information on the comprehensive benefits package offered by the University visit:
| ||How to Apply |
| ||Please submit your cover letter and resume as a single attachment when applying. |
| ||Criminal Background Check |
| ||This position has been designated as sensitive and may require a Criminal Background Check. We reserve the right to make employment contingent upon successful completion of a Criminal Background Check. |
| ||Equal Employment Opportunity |
| ||The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. For the complete University of California nondiscrimination and affirmative action policy see: |
If you'd like more information about your EEO rights as an applicant under the law, please see: