Program Manager

Program Manager

Job Description

Remote/WFH - 100% out of state

Description:

The Program Manager will be responsible for temporarily managing one or more established client programs that serve faculty, staff or students. Represents program to public, University community and those served by the program. Ensures that program and service delivery objectives are met while under management. Responsibilities may include, but are not limited to forecasting revenues and expenses, creating a budget for the program, allocating resources from one area of the budget to another with limited review, negotiating with external suppliers, signing contracts of significance on behalf of the program, creating and implementing department systems, practices, policies and procedures, and developing and maintaining internal and external constituent relationships. The Manager will maintain and use files, records, materials and digital content about the program. Candidate should have 3+ years of program management experience in a large scale, complex higher education or non-profit setting.

Job Summary:
The ITSM Transformation Program Manager drives client strategic transformation of IT service management. Reporting to the Associate Director of IT Service Management, this role translates client vision into executable programs that enhance service delivery, improve user experience, and drive operational excellence across the university.
This position requires a leader who can independently manage complex, cross-functional initiatives spanning all ITSM practice areas including Configuration Management, Service Portfolio Management, IT Asset Management, Change Management, Request Management, Incident Management, Problem Management, Knowledge Management, and Strategic Portfolio Management. The role focuses on strategic planning, stakeholder coordination, and organizational change management.
The ITSM Transformation Program Manager works closely with implementation partners and technical teams to ensure successful delivery of ITSM capabilities while maintaining focus on program leadership, business alignment, and adoption across client 's decentralized environment.

Principal Duties and Responsibilities:

Strategic Program Leadership
Partner with the Associate Director of ITSM to develop comprehensive strategic roadmaps for ITSM transformation aligned with client's objectives
Translate strategic objectives into actionable program plans, workstreams, and measurable outcomes across all ITSM domains

Lead organizational change management to drive adoption of new processes and capabilities across the university
Develop business cases and investment proposals for ITSM initiatives, including resource requirements, expected benefits, and success metrics
Build and maintain relationships with executive stakeholders and decision-makers across client and the university
Support development of scalable, business-aligned service rate models to facilitate program growth and stakeholder adoption
Program Management and Process Excellence
Lead execution of complex ITSM transformation initiatives from conception through implementation, managing dependencies, risks, and delivery timelines
Coordinate with implementation partners and technical teams to ensure successful delivery of platform capabilities and integrations
Drive maturation of ITSM practices across all process areas, ensuring alignment with ITIL best practices
Establish Strategic Portfolio Management capabilities including Demand Management, resource planning, and capacity planning to improve strategic alignment
Develop comprehensive policies, standards, and governance frameworks for ITSM practices to enable data-driven service delivery
Establish KPIs, dashboards, and reporting frameworks; analyze performance data to identify improvement opportunities
Champion adoption of automation and self-service capabilities to improve efficiency and enhance user experience
Stakeholder Engagement and Collaboration
Foster collaboration across ITSM teams, process owners, service owners, and client leadership to drive program alignment
Lead cross-functional working groups and advisory committees for ITSM decision- making and governance
Partner with schools, administrative units, and service delivery teams to drive adoption and standardization of ITSM practices
Coordinate with Information Security, Risk Management, and Compliance teams to ensure integrated approaches
Present program updates, recommendations, and strategies to executive leadership and governance bodies
Facilitate alignment between Strategic Portfolio Management, Demand Management, and operational service delivery
Professional Development and Innovation
Stay current with ITSM industry trends, emerging technologies, and best practices
Provide thought leadership on ITSM maturity, service management frameworks, and operational excellence
Identify and evaluate emerging approaches to enhance ITSM capabilities

Contribute to knowledge sharing and professional development across the ITSM organization
Represent client in external ITSM communities, conferences, and professional organizations
Other Duties
Perform additional responsibilities as assigned to support the mission and objectives of the IT Service Management and Client Services organization.

Basic Qualifications:

Bachelor's degree in Information Technology, Business Administration, or related field
Minimum of 7 years of progressive experience in IT Service Management, with at least 3 years leading complex ITSM programs
ITIL v4 Foundations Certification (or equivalent)
Experience with ServiceNow or similar ITSM platforms
Demonstrated experience leading cross-functional, enterprise-level transformation initiatives with measurable outcomes
Proven ability to operate independently and drive strategic initiatives with minimal oversight
Comprehensive knowledge of ITSM processes and frameworks
Track record of executive stakeholder engagement and influencing organizational change
Excellent program management skills with ability to manage multiple complex initiatives simultaneously
Experience translating strategic vision into executable roadmaps and work plans

Additional Qualifications and Skills:
The following Additional Qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.

Master's degree in relevant field
10+ years of experience in IT Service Management with 5+ years leading strategic ITSM programs
Advanced ITIL certifications (ITIL Managing Professional, ITIL Strategic Leader, or Expert level)
ServiceNow certifications (e.g., Certified Implementation Specialist, ITSM Professional)
Project management certification (e.g., PMP, PRINCE2, or Agile/Scrum certifications)
Experience implementing ITSM programs across multiple practice areas
Understanding of Demand Management, resource planning, and capacity management practices
Experience with higher education IT environments and decentralized organizational structures
Experience with organizational change management methodologies (e.g., ADKAR, Prosci)
Demonstrated success driving ITSM adoption across large, complex organizations
Excellence in executive communication, influence, and stakeholder management
Experience with data analytics, KPI development, and performance measurement frameworks
Experience coordinating with external implementation partners and vendors

Key Competencies:
Strategic thinking and vision-setting
Independent leadership and self-direction
Organizational change leadership
Cross-functional collaboration and influence
Executive stakeholder engagement and communication
Process innovation and continuous improvement
Data-driven decision making and analysis
Complex problem solving and critical thinking
ITSM best practices and frameworks
Program and portfolio management

Certificates and Licenses:

ITIL v4 Foundations or higher required
Advanced ITIL certifications strongly preferred
Project management certification preferred
ServiceNow certifications valued


Minimum of 7 years of progressive experience in IT Service Management, with at least 3 years leading complex ITSM programs

Notes:
Remote/WFH - 100% out of state

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status