Senior Manager, Service Management

California, United States
06 Dec 2018
End of advertisement period
06 Feb 2019
Contract Type
Full Time


The role of the Service Management Office is to design and facilitate the offering, provisioning, support, and perpetual improvement of technology services to our campus-wide clients. We seek to provide a seamless and quality designed experience throughout the service lifecycle, ensuring that our services align with the overall University IT strategy.

The role of Senior Manager, Service Management, will work closely with the Director of Service Management and Business Relations to develop and evolve Service Management programs including Stanford’s Service Now platform. This includes:

  • Development of a vision and roadmap to deliver the value campus is seeking from online requests/incidents, fulfillment processes, and automated workflows
  • Development of processes and criteria for prioritizing enhancements to the platform
  • Specifications of high level requirements for different use cases to support campus needs.
  • Evaluation of additional modules available from ServiceNow
  • Development of key performance indicators and goals to assess the health and direction of the program
  • Work with campus partners and UIT Business Relationship Managers to understand the current and future demands from the Stanford community to inform the ServiceNow strategic roadmap.
  • Ensure end-to-end understanding of disparate business processes and systems, including linkages between business applications.
  • Identify gaps or shortcomings in current business process automation and drive automation and workflow improvements.

Work with Director of Service Management and Business Relations to evolve other Service Management programs beyond ServiceNow, such as Identifying metrics and implementing reporting that will help the ITSM team measure customer satisfaction.


  • 10 years’ experience as a senior project manager, program manager, program director or service manager, serving an IT organization or technology company, with at least three years of experience relevant to service or product management.
  • Experience developing a roadmap for a technology service or product.
  • Experience evolving or implementing ServiceNow or other enterprise-wide platform.
  • Understand the ITIL framework 
  • Able to establish effective working relationships with key stakeholders both within UIT and across the institution.
  • Experience with designing, launching, or building reports to help teams make better business decisions.
  • Able to learn technical information quickly.
  • Strongly oriented toward collaboration; a team player able to work collaboratively and effectively with and through others, at all levels in the organization.
  • Excellent oral, written and presentation skills to communicate, persuade and influence decision-making, paired with active listening skills.
  • Experience working in higher ed is highly desired.
  • Strong commitment to diversity and to serving the needs of a diverse population.

Physical Requirements:

  • Frequently sit, perform desk based computer tasks, and grasp lightly/fine manipulation and lift, carry, push, pull objects that weigh up to 10 pounds
  • Occasionally stand, walk and write by hand

Work Standards:

  • When conducting university business, must comply with the California Vehicle Code and Stanford University driving requirements
  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide,

Why Stanford is for You:

Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and perks empower you with:

  • Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
  • A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
  • A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
  • Discovery and fun. Stroll through historic sculptures, trails, and museums.
  • Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more!
  • Redwood City. Our new Stanford Redwood City campus, scheduled to open in 2019, will be the workplace for approximately 2,700 staff, including the Privacy Office, whose jobs are important to supporting the university’s mission. The campus will offer amenities such as onsite cafes and a dining pavilion, a high-end fitness facility with an outdoor pool, and a childcare center for Stanford families.

How to Apply

Are you passionate about becoming our Systems Engineer? We invite you to apply for this position by clicking on the “Apply for Job” button. Please submit your résumé and a one-page cover letter along with your online application.

Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.