Associate Director, IT Service Management

Department: Information Technology

Employment Type: Full Time

Location: Crystal Building 40 W20th St

Reporting To: Geniene Jones

Compensation: $120,000 - $147,000 / year

Description

Overview
The Associate Director, Service Management, provides strategic leadership and vision for NYPL’s end-user experience, supporting over 13K+ endpoints across 92 locations in the Bronx, Staten Island, and Manhattan for both patrons and staff. This role defines and executes service management strategies that align with organizational priorities and advance NYPL’s mission.
The Associate Director leads and develops a team of ITSM Managers and, through them, has enterprise-wide oversight of the Service Management function and its team of technicians. This role ensures consistent, high-quality technology support, fosters a culture of excellence and accountability, and champions innovation to meet the evolving needs of NYPL staff and patrons.
We are looking for someone we can count on to:
Own:

• The strategic vision and roadmap for IT Service Management, ensuring alignment with NYPL’s mission and technology strategy.
• Oversight of ITSM Managers, including coaching and supporting them to lead high-performing teams.
• Enterprise-wide asset management strategy and approval of IT-related procurement to ensure operational efficiency.
• Talent development plans for ITSM Managers to strengthen leadership capacity within the Service Management function.
• IT Service Management Service Models
• Requisition approvals of IT-related equipment through Workday portal

Teach:

• Visionary leadership practices to equip ITSM Managers with the skills to inspire and empower their technician teams.
• Coaching techniques to help ITSM Managers develop high-performing teams and future leaders.
• Strategies for fostering cross-functional collaboration and driving organizational change.

Learn:

• Emerging trends and external best practices in IT Service Management to benchmark and enhance NYPL’s approach.
• NYPL’s strategic priorities and identify how Service Management can proactively support them.
• ServiceNow workflows that guide and impact the team’s work.
• The landscape of Capital Planning Projects and their intersection with the ITSM team.
• The Certificate to Proceed (CP) process.

Improve:

• Service delivery outcomes and user satisfaction through innovation, analytics, and a culture of continuous improvement.
• Organizational agility by embedding scalable and sustainable IT service practices that position NYPL for the future.

Some expectations for this role are that within:
1 month, this person will:

• Develop a clear understanding of NYPL’s IT Service Management strategy, organizational culture, and key partnerships across IT and other business units.
• Assess the current state of Service Management operations, team structure, and workflows, identifying strengths and immediate areas for attention.
• Build relationships with ITSM Managers, IT Leadership, and cross-functional stakeholders to align priorities.
• Review active initiatives and develop an initial perspective on how Service Management can better support organizational goals.

3 months, this person will:

• Establish a meeting cadence with ITSM Managers to promote alignment, accountability, and effective communication.
• Provide coaching and strategic guidance to ensure ITSM Managers are empowered to lead their teams successfully.
• Refine and begin executing a roadmap for enhancing service delivery and user satisfaction.
• Conduct performance reviews via Workday.
• Demonstrate an understanding of IT systems, platforms and tools leveraged. 
• Approve staff requisitions to procure IT-related tech equipment.

6 months and beyond, this person will:

• Fully own the Service Management function, ensuring consistent execution and innovation across all locations.
• Identify and address skill gaps, process inefficiencies, and opportunities for optimization.
• Cultivate a culture of collaboration, empowerment, and continuous improvement.

Responsibilities

• Provide strategic leadership to ITSM Managers and, through them, enterprise-wide oversight of all Service Management staff and operations.
• Develop ITSM Managers into highly effective leaders who can coach and support their teams to deliver seamless technology support.
• Pa