Service Design Manager, Information Technology / 信息技术部服务设计主管

Department Shanghai-Information Technology

School/Division NYU Shanghai (SH1002)

Compensation Grade Pending

FT/PT Full-Time

Category Technology

Position Summary

Accountable for the planning and designing of processes to validate all services against design specifications. Responsible for ensuring that policies, processes, and procedures are in place to promote a dynamic operational environment. Lead and motivate a matrix team, peers, and employees across various business functions.

The main responsibilities include:

Service Development (50%)

●  Responsible for the ITIL Service Strategy and design stages of the service lifecycle;

●  Help drive proactive ideation and demand generation of new services and existing service enhancements;

●  Focus on establishing and growing the service portfolio that delivers services with exemplary customer experience;

●  Present new service design ideas to senior government stakeholders;

●  Responsible for SLA designing/updating and creating a service matrix/value proposition for each of the IT services in order to validate/measure the service quality;

Manage delivery of services and resources to meet or exceed service level agreements and key performance indicators;

●  Design service offerings based on stakeholder needs while keeping cross-service management and operations into account.

Service Validation & KPI Design (30%)

●  Work closely with IT groups to identify the service delivery process, and validate the service being delivered against the original service design;

●  Identify potential enhancements for different services, and offer solutions that can be implemented by individual team members;

●  Establish the Demand Management structure and run the idea intake process that is responsible for collecting ideas from agency stakeholders and developing high level solutions and cost/benefit analysis to facilitate prioritization and cost transparency prior to implementation;

●  Design and implement the Key Performance Indicator for the various IT services to measure service quality across all areas of operation.

Knowledge Management (20%)

●  Maintain the knowledge base, and work with relevant team members to develop a core skills matrix for internal and external knowledge sharing;

●  Develop IT best practices for academics and professionals to assist them to leverage technology efficiently for an improved contribution to the academic environment.

Qualifications

Required Education

●  BA in a relevant field.

Required Experience

●  5+ years of Service Management experience, including knowledge management, service development.

Required Knowledge, Skills, and Abilities

●  ITIL (v3 or v4) certification or equivalent combination of training and experience. Demonstrable ability to lead and deliver strategically important projects through to completion;

●  Critical thinker and has the ability to absorb complex technical information and communicate effectively to both technical and non-technical audiences. Ability to analyze and solve problems with innovative, creative solutions;

●  Excellent organizational skills with the ability to work on numerous initiatives simultaneously, with the ability to work independently with general direction;

●  Demonstrates the ability to communicate clearly and effectively with a wide variety of internal and external people, both in formal and informal circumstances, and where necessary to gain their agreement and acceptance;

●  Project Management is plus;

●  Excellent written and verbal skills in English.

Additional Information

About NYU Shanghai

NYU Shanghai is China’s first Sino-US research university and the third degree-granting campus of the NYU Global Network. We were founded in 2012 by New York University and East China Normal University with the support of the city of Shanghai and the district of Pudong. NYU Shanghai seeks to cultivate globally-minded graduates through innovative teaching, world-class research, and a commitment to public service.

NYU Shanghai is an equal opportunity employer committed to equity, diversity and social inclusion. We are proud of its diverse and talented staff members, who work together to build and sustain this unique and pioneering institution of higher education in China.

For more information about NYU Shanghai, please visit https://shanghai.nyu.edu. You can also follow our official WeChat Account: NYUShanghaiRecruit for more updated news.

申请方式 / Application Instructions

请点击以下原文链接并提交在线申请。

Please click the original job link below to submit your application online.

https://shanghai-nyu.icims.com/jobs/7643

欢迎访问上海纽约大学官网查看更多热招岗位，并关注上海纽约大学员工招聘微信公众号（NYUShanghaiRecruit）了解更多行政岗位相关招聘信息。谢谢！

Please visit NYU Shanghai Website to view more open positions and follow our Staff Recruitment WeChat Account（NYUShanghaiRecruit）for more updates. Thank you!

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