Program Manager for IT Service Management

The Office of Information Technology encourages applications for a Program Manager for IT Service Management (ITSM)! This work will work with the Director of Portfolio, Process and Service Management, within the Organizational Effectiveness division and will be responsible for enabling the optimal design, delivery, management and improvement of IT services through the application of ITSM standard methodologies and processes. This work is critical to ensure that OIT delivers high performing and cost- effective IT services that align with constituent needs and enable OIT and campus’s academic and research mission. The Program Manager for ITSM possesses the authority to implement OIT Leadership’s direction as it pertains to OIT Service Manager alignment with IT Service Management standard methodologies and processes.

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

What Your Key Responsibilities Will Be

Program Management:

• This position is responsible for leading the development, implementation, and continuous improvement of the IT Service Management (ITSM) program, ensuring alignment with OIT’s guiding principles. Duties include:
• In partnership with the OIT Cabinet and OIT Operational Steering Team:
• Identify those ITSM standard methodologies and processes to enhance and/or implement to improve the design, delivery, management and continual improvement of OIT services and support OIT strategic goals,
• Design OIT’s overall ITSM process roadmap using standard practices and industry standard frameworks, such as ITIL and Educause, and
• Develop objectives, key results and metrics to measure progress toward improved service design, delivery, management and continual improvement in OIT.
• Design, implement, manage and continuously improve ITSM processes, including incident management, problem management, change enablement, asset management, and service level management, to facilitate repeatable and reliable service activities and enhance OIT efficiency and effectiveness.
• Coordinate all ITSM processes across OIT, ensuring that ITSM works seamlessly with IT governance, portfolio and project management, organizational change, software and hardware asset management, security management, and other enterprise IT processes.
• Support service managers as they manage their OIT services throughout the service lifecycle, including the design, transition, and retirement of services, to ensure alignment with ITSM standard processes.
• Work closely with Service Managers to ensure the service catalog is maintained, updated regularly, and clearly outlines the OIT services that are available to users, including key service attributes like service descriptions, SLAs, which constituents get access to the service, and cost to users (if any).
• Develop training resources and deliver training, guidance, and mentorship to IT staff on ITSM principles and practices, promoting a knowledgeable and skilled workforce.
• Build strong relationships with OIT leadership and OIT service managers in order to effectively champion the application of key ITSM standard methodologies and processes across the organization, and support service managers in fostering a culture of service excellence and continuous improvement.

Work Visibility Initiative Support:

• The Work Visibility Initiative in OIT was launched to improve OIT’s ability to appreciate the full scope of the work being performed by the OIT organization and the resources assigned to that work to enable better planning and prioritization of new initiatives and efforts. This ensures OIT is using its limited resources in the most optimal way to enable the campus’s academic and research mission.
• This position is responsible for supporting OIT’s Work Visibility Initiative as it moves out of the launch phase and into the active implementation and continual improvement phase. Duties include:
• Championing a culture of accountability for OIT supervisors around regular estimating and logging of estimates into the Work Visibility tool.
• Developing and implementing regular reporting on data logged in the Work Visibility tool to be shared with OIT Leadership and OIT Supervisors.
• Identifying trends and key insights for OIT Leadership and Supervisors to improve the organization’s ability to plan and prioritize existing and new work.
• Training new OIT Supervisors on Work Visibility, how to effectively estimate work and how to use the Work Visibility tool to log estimates.

Analysis and Decision-making Support:

• This position is responsible for:
• Working with the Assistant Director for ITSM Tools to develop and continually improve mechanisms for collecting data to measure progress toward improved design, delivery, management and continual improvement of OIT services based on objectives, key results and metrics developed in partnership with OIT Leadership and IT governance committees.
• Developing and implementing regular reporting on key results and metrics as well as trends for OIT Leadership and IT Service Managers.
• Performing an annual ITSM maturity assessment.
• Championing and supporting a metrics-driven culture of continuous improvement to improve operations and strategic enablement.

What You Should Know

• This position is in a hybrid work situation, working primarily remotely, but will require you to be able to come to campus on an as-needed basis.

What We Can Offer

• Salary: $93,126 - 104,750.

The University of Colorado offers excellent benefits , including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder .

Special Instructions

Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.

Application Link: Program Manager for IT Service Management

Please apply by June 22, 2026 for consideration.

• Bachelor’s Degree or equivalent experience in Business, Finance, or Management from an accredited institution in a relevant field. A combination of education and demonstrable experience may be substituted for the degree on a year-for-year basis.
• Five (5) years’ professional experience designing, developing, implementing and/or managing IT services and/or processes within an IT organization.
• ITIL 4 Foundation certification or willingness to obtain certification within 3 months of employment in the role.