Manager, IT Service Compliance (Education)

Job Summary

Oversee the governance, compliance, and adoption of Information Technology Infrastructure Library (ITIL) IT Service Management (ITSM) processes across the IT department. Responsible for auditing IT department compliance with ITSM frameworks, ensuring alignment with industry standards and regulatory requirements. Ensures all IT departments adhere to established policies, meet compliance obligations, and consistently achieve performance targets, supporting the strategic objectives of the IT department and the broader institution.

ESSENTIAL FUNCTIONS

Serve as the primary liaison between IT service owners and collaborates closely with cross-functional IT teams to establish and monitor ITSM performance through Key Performance Indicators (KPIs).  This role drives continuous service improvement by identifying opportunities for process enhancements and recommending strategic adjustments to optimize service delivery.

Process development and compliance responsibilities:

·         Collaborate with service area owners to drive the adoption of ITSM standards and best practices, covering incident management, problem management, change management, knowledge management, asset management, configuration management and the service catalog.

·         Act as liaison between the Service Management support team and user groups, primarily focused on maintaining uniform ITSM process compliance across IT.

·         Ensure service owners create a CI (Configuration Item) for all applications and infrastructure components.

·         Collaborate with service owners to document a complete inventory of applications and infrastructure and ensure that all changes are logged in ServiceNow (SNOW). Verify that every application has at least one recorded change per year for upgrades or patches.

·         Oversee the Problem Management process, ensuring that all issues are correctly documented in SNOW.

·         Ensure that all IT services have a corresponding Catalog Item published in the IT service catalog, maintaining accuracy and completeness.

·         Maintain the list of Service Owners used for Critical Response Teams and for Problem assignment.

·         Assist IT service teams in documenting requirements, testing processes, and maintaining current ITSM practices.

·         Assist IT service areas in assessing and driving continual service improvement.

Develop and maintain process documentation and education materials:

·         Develop communications and education materials.

·         Monitor process adoption and ensure user groups are complying with the defined processes.

·         Assist in providing guidance and education throughout the IT department for ITSM areas supported.

Perform other duties, tasks and assignments as required.

QUALIFICATIONS

Education & Experience

·         Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.

·         5 years experience in IT service management, including 3 years supervisory experience required

·         Experience working in a higher education environment and with IT service management solutions preferred

Licensing & Certification

·         Valid Texas Driver License

·         ITIL certification or other relevant ITSM certifications preferred.

Special Skills      

·         ITIL Frameworks & Service Management Best Practices

·         IT Process Design, Implementation, & Optimization

·         Project Management     

Competencies 

·         Delivering High Quality Work

·         Accepting Responsibility

·         Serving Customers

·         Supporting Organizational Goals

·         Driving Continuous Improvement

·         Acting with Integrity

·         Thinking Critically

·         Managing Change

·         Communicating Effectively

Working Conditions

General Office.  Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner.  Must access, input and retrieve information from technology devices; communicate with others to accomplish job requirements.  May be required to work after hours to include weekends and holidays.

SECURITY SENSITIVE:  This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215

The Organization

Houston Community College (HCC) is composed of 14 Centers of Excellence and numerous satellite centers that serve the diverse communities in the Greater Houston area by preparing individuals to live and work in an increasingly international and technological society. HCC is one of the country's largest single-accredited, open-admission, community colleges offering associate degrees, certificates, workforce training, and lifelong learning opportunities.

The Team
Play a central role at HCC as you keep our everyday operations running like clockwork. You'll get the chance to make things happen and work closely with inspiring leaders across different parts of the institution. Whether your role is supportive, administrative, financial or something else, you'll be part of a dynamic team that not only provides HCC students with cutting-edge academic and career tools, it also takes care of its people.

Location

Houston is a city with limitless possibilities:

• Fourth-largest city in the U.S. and home to 54 Fortune 500 companies, second only to New York City's 55.
• Approximately 145 languages are spoken here.
• Overall after-taxes living costs are 5.6 percent below the average for all 308 urban areas recently surveyed.
• Houston is a major-league sports town, and don't forget the annual Houston Livestock Show & Rodeo.
• The weather is great! Mild winters ensure that outdoor activities can be enjoyed year-round.
• World-renowned medical care. The Houston metro area has long been known for its first-rate healthcare system, with many Houston area hospitals consistently ranking among the nation's top institutions.
• With over 150 museums and cultural institutions in the Greater Houston area, museums are a large part of Houston's cultural scene. 
• Houston is the Culture & Culinary Capital of Texas with more than 7,500 restaurants and eating establishments covering 60+ cuisines.  

If this sounds like the role for you and you're ready to join an amazing team, please apply right away. 

EEO Statement 

Houston Community College does not discriminate on the bases of race, color, religion, sex, gender identity and expression, national origin, age, disability, sexual orientation or veteran's status.  The following person has been designated to handle inquiries regarding the non-discrimination policies:

Sandra B. Jacobson, J.D., M.Ed., SHRM-SCP, Interim Director of EEO and Compliance & Title IX Coordinator
Office of Equal Opportunity and Title IX

PO Box 667517                                   

Houston TX, 77266

713 718.8271 or hcc.oeotix@hccs.edu  

HCC values its employees and their contributions, promotes opportunities for their professional growth and development, and provides a positive working and learning environment that encourages involvement, innovation, and creativity.

Individuals with disabilities, who require special accommodations to interview, should contact (713) 718-8565.