Senior Manager of IT Service Strategy and Communications

The Senior Manager of IT Service Strategy and Communications provides leadership for operational excellence initiatives within the Office of Information Technology. This position develops and maintains IT service management practices, service improvement programs, communication strategies, knowledge management standards, project governance processes, and operational reporting. The Senior Manager partners with OIT leadership to improve organizational effectiveness through data-driven decision making, strategic communications, project coordination, AI-enabled service enhancements, and continuous improvement initiatives. The position supervises student employees and graduate assistants and serves as a key advisor regarding service quality, organizational communications, and process optimization., The Senior Manager of IT Service Strategy and Communications is responsible for coordinating and improving several of OIT’s core service management, communications, and operational processes. Specific responsibilities include:

• Serve as the primary administrator and business owner for TeamDynamix, including ITSM processes, service catalog development, workflows, forms, reporting, dashboards, and continual service improvement.
• Coordinate OIT’s service management and ITIL practices, working with service owners and technical teams to evaluate services, identify opportunities for improvement, establish meaningful performance measures, and improve the customer experience.
• Coordinate strategic OIT projects and initiatives, including project intake, prioritization, tracking, status reporting, risk identification, and communication with OIT leadership.
• Lead and coordinate OIT communications, including SharePoint news, campus email communications, website content, social media messaging, communication campaigns, and other technology-related messaging for faculty, staff, and students.
• Provide governance and oversight for OIT’s TeamDynamix Knowledge Base, including content standards, organization, review processes, accessibility, and efforts to increase effective self-service.
• Develop and maintain operational dashboards, reports, and service metrics, using data and customer feedback to identify trends and recommend service or process improvements to OIT leadership.
• Administer and continually improve OIT’s chatbot and AI-enabled support tools, and identify practical opportunities to use AI, automation, and self-service to improve IT operations and the campus technology experience.
• Work with OIT teams to document, analyze, and improve business processes, including identifying opportunities to simplify workflows, reduce manual effort, improve consistency, and automate appropriate processes.

• Provide direction and oversight to student employees and graduate assistants supporting communications, knowledge management, reporting, and service improvement activities., No ISU employee (whether paid or a volunteer) shall knowingly influence others to furnish the NCAA or an ISU investigator/compliance officer false or misleading information concerning an individual’s involvement in or knowledge of matters relevant to a possible violation of an NCAA regulation. Failure to abide by this term of employment shall constitute unethical conduct as defined by the NCAA and may result in immediate suspension and/or termination of the employment relationship with ISU. Position Reappointment Required No, Develop and maintain OIT service management practices, processes, standards, workflows, and performance measurements. Lead continual service improvement initiatives and maintain governance for service portfolio management, service catalog development, and operational reporting. Essential Duties and Responsibilities Coordinate strategic OIT projects and initiatives. Facilitate project intake, prioritization, status reporting, risk identification, and executive communications regarding project progress., Lead OIT communications efforts including:

• SharePoint news
• Email communications
• Social media messaging
• Website content planning
• Knowledge Base governance
• Communication campaigns

Ensure communications are accurate, timely, accessible, and aligned with organizational goals., Develop dashboards, reports, and performance metrics supporting operational decision-making. Present trend analysis and recommendations to OIT leadership.. Essential Duties and Responsibilities Administer chatbot platforms and support AI-enabled service improvements. Evaluate opportunities for automation, self-service, and enhanced digital user experiences. Essential Duties and Responsibilities Provide direction and oversight for student employees and graduate assistants engaged in communications, knowledge management, and service improvement efforts., Performs other duties as assigned.

Bachelor’s degree and one of the following:

• 2+ years of experience supporting an ITSM tool
• ITIL certification
• Combined 5+ years of experience in service, knowledge, communication, and/or project management, Proven experience in IT service management, process management, and change management in a complex organizational setting, preferably in higher education. Supervisory Responsibilities Has authority or responsibility over staff employees, students, or graduate assistants on a regular basis and may be a direct supervisor. Required Certificates, Licenses and Registrations Other Required Certificates, Licenses and Registrations Preferred Certificates, Licenses and Registrations Other Preferred Other Certificates, Licenses and Registrations Certification in ITIL (Intermediate or Expert level) or equivalent experience with ITSM frameworks. Knowledge, Skills and Abilities Able to adapt to change, Able to assemble, analyze and present data, Able to learn and retain information, Able to multitask, Able to plan, organize, and implement projects in a timely manner, Able to read English, understand, and follow verbal and written instructions, Able to work both independently and collaboratively, Able to work carefully and politely around others, Able to work well with others, Attention to detail, Demonstration of high ethical standards, integrity, professionalism, politeness, and courteousness, Excellent customer service skills, Excellent interpersonal, organizational, planning, teambuilding and problem solving skills, Experience and knowledge in job related program, Proficiency with Microsoft Office and other computer applications, Proven verbal and written communication skills, Willing to interact with students, Willing to work extended hours during events and peak seasons, when required, Work effectively with a diverse community, Excellent public speaking skills, Must be comfortable networking with groups or individuals, Professional demeanor, high energy, dynamic personality and excellent communication and interpersonal skills, Experience in an educational environment preferred, To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Life Insurance: The coverage amount is based on two and one-half times appointment salary rounded up to the next whole thousand with a maximum coverage of $100,000 and includes the same amount of Accidental Death and Dismemberment benefits. The University currently pays the entire cost of coverage.
• Medical, Dental and Prescription Drug Coverage: The cost of coverage is shared between employees and the University. Rates are determined by participation in Wellness Program and use of tobacco products. Coverage is available on the first of the month following appointment date.
• TIAA Retirement Contributions: Contributions begin based upon the first day of employment at a contribution rate of ten (10) percent of base appointment salary paid in full by ISU. The contributions are vested immediately. There are 40 investment options from which to choose.
• TIAA Auto Enroll: New employees are automatically enrolled in a tax deferred retirement program at hire: three (3) percent is deducted before taxes for the program to facilitate retirement planning. Employees may opt out of the program within 90 days.
• Long Term Disability Coverage: Employees are eligible after three (3) years of continuous, regular employment with the University. This policy guarantees approved disabled employees a 66 2/3 percent income protection (from all sources) after 180 days of continuous total disability. Immediate participation is available for current members of a comparable group disability insurance program within 90 days prior to ISU employment and that would have provided income protection upon disability for at least five years.
• Fee Waiver Program: For the employee, spouse and dependent children: Staff may enroll in up to 18 hours of course work each academic year at a reduced rate. Spouses may enroll in 15 semester hours each academic year with 80% of qualified tuition waived. Dependent children of regular full-time staff who are full-time degree seeking undergraduate students at ISU may receive a fee waiver of 80% of qualified tuition for up to a total of ten (10) semesters.
• Sick Leave: Accrued at a rate of 12 days per fiscal year with unlimited accumulation.
• Vacation: Pay level 11 and below accrues up to 15 vacation days earned per year 1 through 4; 20 vacation days per year thereafter. Pay level 12 and above accrues 20 vacation days per year

Optional Benefits

• Voluntary Life Insurance: Additional amounts of life insurance may be purchased on employee, spouse and dependent children.
• Voluntary Vision Plan: May enroll within the first 31 days of employment date.

Indiana State University is a Tier 2 national University with a Carnegie classification of doctoral/research. Nationally ranked and accredited, we are in Terre Haute, IN and have been recognized by the Princeton Review and the Wall Street Journal among the best universities in the Midwest. Indiana State is one of the most diverse college campuses in Indiana and home to a welcoming community of students, faculty, and staff representing nearly every U.S. state and 36 countries around the world. Our beautiful, active, pedestrian-friendly campus is located within walking distance of local shops, restaurants, and activities in Terre Haute’s historic downtown district. Situated near the Indiana-Illinois border, we are located 70 miles southwest of Indianapolis and within a few hours of major metropolitan centers in St. Louis, Chicago, and Louisville. On campus, there are 160 student-run organizations, an expansive Student Recreation Center, a Performing Arts Series, and University Speakers Series, among other attractions. Indiana State Athletics, known as the “Fighting Sycamores,” fields 15 NCAA Division I athletic teams in the Missouri Valley Conference. Ranked nationally for social mobility, Indiana State University transforms the lives of our students through experiential learning, community engagement, and career readiness, serving as a dynamic educational partner for businesses and industries throughout the Midwest. Our faculty provide instruction in small class sizes that provide opportunities for personalized instruction and feedback. Indiana State supports and recognizes faculty research and scholarship, providing an internal grants resource pool and other forms of support, and awarding faculty research honors each spring. Indiana State University is a place of belonging where students, faculty, and staff learn, thrive, and grow together. Indiana State University is an equal opportunity employer, and we are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our employment application process. Comments to Applicants Candidates must be eligible to work in the U.S. for other than practical training. The university will not provide visa sponsorship for this position.