IT Service Management Service Lead

WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report , we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY
This role is all about helping the organization deliver great IT services. As the ITSM Service Lead, you'll guide and mature key service management practices, making sure they run smoothly, efficiently, and in line with ITIL best practices. You'll work closely with teams across the institution to improve processes, strengthen the service catalog, and drive continual improvement. This role does not offer live in or be willing to relocate to the Dallas/Fort Worth Metroplex. This position is eligible for a hybrid work schedule.

What You'll Do
Lead and enhance IT service management practices
Partner with teams across the organization to improve service quality and operational excellence
Gather requirements to support practice maturity and service catalog development
Analyze service performance and identify opportunities for improvement
Advocate for ITSM and help educate teams on best practices
Support iterative deployment of ITSM capabilities in collaboration with development teams
Manage multiple priorities and communicate progress clearly to leadership
What You Bring
Experience as an ITSM process analyst or lead
Strong knowledge of ITIL and ITSM methodologies
Hands-on experience with ServiceNow ITSM and SPM
Familiarity with Scrum, especially backlog management
Strong analytical skills and comfort working with tools like spreadsheets and data modeling software
Excellent communication, collaboration, and stakeholder-engagement skills
Ability to think strategically while handling day-to-day details
Proactive mindset and ownership of your work

Specific Job Duties

• Liaison between Service management Center of Excellence (CoE) and user groups, primarily focused on maintaining uniform and best practice ITSM processes.
• Defines and maintains enterprise wide ITSM processes (INC, MI, PRB, CHG, DMD, RQST, KNW). Creates, maintains, and updates process documentation.
• Defines KPIs and measures process performance against the defined KPIs.
• Coordinates with user groups to: Ensure that the user groups are following the defined process, provide required coaching/guidance as required.
• Receive process related feedback, question, concerns, and address them. Identify new requirements and document in backlog.
• Keep user groups informed on upcoming ServiceNow platform activities (upgrades, releases etc.)
• Coordinates with CoE team to: Gathering requirements, acceptance criteria, and creating user stories for development.
• Review platform backlog and prioritize implementation.
• Support platform team via elaborating requirements, testing.
• Planning and implementing IT Service Management processes.
• Advises and promotes ITIL best practices.
• May also be responsible for training and educating employees about the various processes in the workplace and ensuring accurate data tracking.
• Perform other duties as assigned.

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education
  Bachelor's Degree in major coursework in computer science, math, information systems, or other related field.

• Experience
  6 years of progressively responsible information technology experience
  An equivalent combination of education and/or directly related experience may be substituted in lieu of the stated requirements to include in depth knowledge and experience in ITSM process management, prior experience planning, implementing, and maturing IT Service Management practices and processes.

Preferred

• Experience
  ITIL v4 Foundations (ITIL practitioner) is a plus.
  Prior ServiceNow experience is a plus.

JOB DUTIES

• Liaison between Service management Center of Excellence (CoE) and user groups, primarily focused on maintaining uniform and best practice ITSM processes.
• Defines and maintains enterprise wide ITSM processes (INC, MI, PRB, CHG, DMD, RQST, KNW).
• Creates, maintains, and updates process documentation.
• Defines KPIs and measures process performance against the defined KPIs.
• Coordinates with user groups to:
  * Ensure that the user groups are following the defined process, provide required coaching/guidance as required.
  * Receive process related feedback, question, concerns, and address them.
  * Identify new requirements and document in backlog.
  * Keep user groups informed on upcoming ServiceNow platform activities (upgrades, releases etc.)
• Coordinates with CoE team to:
  * Gathering requirements, acceptance criteria, and creating user stories for development
  * Review platform backlog and prioritize implementation.
  * Support platform team via elaborating requirements, testing.
• Planning and implementing IT Service Management processes.
• Advises and promotes ITIL best practices.
• May also be responsible for training and educating employees about the various processes in the workplace and ensuring accurate data tracking.
• Perform other duties as assigned.

SECURITY AND EEO STATEMENT

Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

EEO
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.