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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Manager of IT Service Strategy and Communications - **Company:** Indiana State University - **Location:** Terre Haute, IN, United States - **Experience:** Expert - **Salary:** $54,834.0 - $61,893.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Software Applications, Decision Support Systems, Electronic Mailing, Information Technology Operations, Knowledge Management, Microsoft Office, Microsoft SharePoint, Information Technology - **Published:** October 1, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a7eea5bca7ddcce0 ## About the Role 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. ## Description 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. ## Related Videos - [AI or KO: Is HR ever going to use intelligent technology?](https://www.wearedevelopers.com/videos/1473-ai-or-ko-is-hr-ever-going-to-use-intelligent-technology) - [You’re a great coder? 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