Assistant Director of IT Service Delivery / ServiceNow Platform Owner

About the role

The Assistant Director of IT Service Delivery / ServiceNow Platform Owner serves as the primary owner, administrator, and custodian of Wesleyan University’s ServiceNow Service Management platform. This role is responsible for the overall health, governance, strategic planning, and long-term roadmap of ServiceNow, ensuring the platform effectively supports and advances service delivery across the University.

Responsibilities

• ServiceNow Platform Ownership, Strategy & Governance

• Serve as the end-to-end owner of the ServiceNow platform, responsible for administration, configuration, governance, and ongoing optimization.
• Lead ServiceNow strategic planning and platform road-mapping, aligning system capabilities with ITS priorities and long-term institutional goals.
• Oversee platform lifecycle management, including upgrades, release planning, testing, and deployment of new features.
• Establish and enforce data governance standards, including taxonomy, categorization, and data integrity practices to ensure consistent and reliable reporting.
• Advise the Senior Director on technical feasibility, platform constraints, upgrade implications, and implementation considerations to inform ServiceNow governance decisions, module evaluations, and expansion planning.
• Design, configure, and maintain ServiceNow components, including but not limited to: Service Catalog, Incident and Request workflows, Knowledge Management, Scoped applications, CMDB, Platform Analytics, Virtual Agent, HRSD (HR Service Delivery).
• Design, configure, and maintain ITIL-aligned processes (Incident, Request, Problem, Change, Knowledge Management).
• Evaluate, recommend, and deploy new ServiceNow modules and capabilities (e.g., ITAM, HAM, HRSD, FSM, Virtual Agent, AI features).
• Serve as the primary driver of data-informed service improvement, leveraging ServiceNow dashboards and reporting to inform operational and strategic decisions.
• Platform Stakeholder & Vendor Relationship Management
• Develop and maintain strong working relationships with internal ServiceNow platform stakeholders across ITS and University departments, including but not limited to ITSM, HRSD, FSM, and other functional areas.
• Act as the functional lead working with external ServiceNow developers, consultants, and vendor partners, translating business needs into technical requirements and ensuring high-quality delivery.
• Manage vendor relationships and engagements, including planning, prioritization of work, and alignment to the ServiceNow roadmap and institutional goals.
• Ensure that all platform enhancements and configurations align with governance standards, security practices, and long-term sustainability.
• Service Delivery Leadership & Operations
• Directly supervise the Service Desk Manager and Desktop Support Specialists - two supporting administrative staff and three supporting academic divisions (Arts and Humanities, Social Sciences, and Natural Sciences and Mathematics), ensuring consistent, high-quality support across administrative and academic divisions.
• Provide coaching, mentorship, and performance management for all direct reports, including regular one-on-one communication and performance evaluations.
• Oversee the full lifecycle of IT support services, including triage, escalation, and resolution of incidents and requests.
• Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) utilizing platform analytics to measure service performance.
• Serve as an escalation point for complex or high-priority issues requiring advanced technical or stakeholder management skills.
• Partner with the Service Desk Manager to ensure seamless coordination between Tier 1 and Tier 2 support functions.
• Coordinate endpoint lifecycle activities including device provisioning, deployment, inventory tracking, and hardware replacement in support of the university's hardware lifecycle strategy.
• Process Improvement & Stakeholder Engagement
• Lead continuous service improvement efforts, leveraging ServiceNow data, metrics, and user feedback to optimize workflows.
• Develop and maintain knowledge management standards and practices, ensuring content supports both end users and AI-driven tools.
• Build strong relationships with faculty, staff, and administrators, serving as a trusted liaison between ITS and the campus community.
• Collaborate with infrastructure, enterprise systems, and security teams to align cross-functional services and initiatives.
• Represent IT Service Delivery on University committees and working groups as appropriate.

Qualifications

• Bachelor’s degree and a minimum of five years of progressively responsible experience in IT service delivery, ITSM, or related field, including at least two years of supervisory or team lead experience; or an equivalent combination of education and experience.
• Demonstrated experience administering a ServiceNow platform in an enterprise environment, including configuration, governance, lifecycle management, and strategic planning.
• Experience leading or supporting ServiceNow roadmapping, platform evolution, or multi-module deployments.
• Experience working with or leading external ServiceNow developers, consultants, or vendor partners.
• Strong working knowledge of ITIL frameworks and their practical application; ITIL Foundations certification required or must be obtained within one year of hire.
• Demonstrated understanding of Windows and macOS environments.
• Experience with Microsoft 365, Google Workspace, and common enterprise IT tools and platforms.
• Strong analytical and problem-solving skills, with the ability to use data to inform decisions.
• Demonstrated ability to manage multiple operational priorities, respond effectively to changing needs, and maintain service quality in a dynamic support environment.
• Proven ability to supervise, develop, and motivate a team of IT professionals.
• Excellent communication, interpersonal, and stakeholder management skills with the ability to work effectively with diverse constituencies.
• Demonstrated commitment to inclusive, equitable, and user-centered service delivery practices.