IT Service & Release Program Manager

IT Service & Release Program Manager

Fecha de cierre

June 1, 2024


A tiempo completo


Albany, NY

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The IT Service & Release Program Manager will oversee the planning, coordination, and execution of our IT service delivery and software release management processes. As a key member of our IT team, you will be responsible for ensuring the seamless deployment of IT services and software releases while maintaining a high level of quality and compliance.

This position requires strong analytical and problem-solving abilities, as well as a keen attention to detail. The ideal candidate will demonstrate a proactive approach to IT service delivery and release management, with a focus on continuous improvement and customer satisfaction. The position will be an individual contributor role with no direct reports. The role will also be a dotted-line responsibility to the Deputy Chief Information Officer (DCIO). The University is in the process of planning the implementation of a new technical solution (BMC Helix) working with a Managed Service Provider.

Se trata de un puesto híbrido a tiempo completo con un mínimo de dos días obligatorios en la oficina central de Excelsior en 7 Columbia Circle, Albany, NY, y el resto de los días trabajados desde casa.

Service Management:
  • Develop and implement IT service management strategies, policies, and procedures.
  • Maintain the IT service catalog and associated SLAs.
  • Manage IT service lifecycles, aligning with business goals.
  • Continuously improve service delivery processes for efficiency.
  • Monitor and report service performance against SLAs and KPIs.
  • Conduct regular assessments of service metrics for improvement opportunities.
Release Management:
  • Lead release planning and coordination across teams.
  • Schedule and lead change advisory board meetings.
  • Define release processes and standards for reliable deployments.
  • Coordinate release schedules and activities.
  • Mitigate risks and resolve issues during releases.
Program Management:
  • Drive IT programs for service improvement and release management.
  • Collaborate with teams to prioritize and execute program deliverables.
  • Develop program schedules, budgets, and resource plans.
  • Provide regular updates to stakeholders on program status.
Change Management:
  • Implement best practices to minimize disruptions from IT changes.
  • Assess the impact of proposed changes on services and releases.
  • Ensure proper documentation and communication of changes.
Compliance and Quality Assurance:
  • Enforce compliance with IT governance policies and regulations.
  • Conduct quality assurance reviews for adherence to processes.
  • Identify areas for improvement and implement corrective actions.
Stakeholder Engagement:
  • Build and maintain relationships with stakeholders.
  • Collaborate with business units to understand service requirements.
  • Address stakeholder concerns and communicate updates.
  • Implement strategies to enhance end user experience.
Required Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.
  • Licenciatura en Informática, Tecnología de la Información o un campo relacionado.
  • Proven experience (3+ years) in IT Service Management, Release management, DevOps management, or program management roles.
  • Strong understanding of ITIL framework and best practices.
  • Proficiency in project management tools.
  • Excellent communication, leadership, and interpersonal skills.
  • Ability to work effectively in a fast-paced environment and manage multiple priorities.
Cualificaciones preferidas: 
  • ITIL Foundation or higher certification.
  • Agile or Scrum certification (e.g., CSM, CSPO).
  • Previous experience managing an ITSM/ESM platform (BMC Remedy or Helix).
  • Previous experience managing a 3rd party managed service provider.
The hiring salary range for this position is $88,000.00 - $98,000.00. The hiring salary range above represents the University's good faith estimate at the time of posting.

Información sobre la solicitud

Si usted tiene problemas con la presentación en línea, llame al 518-608-8270.

La Universidad Excelsior ofrece una remuneración competitiva y un generoso paquete de beneficios que incluye tiempo libre pagado, jubilación y un excelente seguro médico. Los candidatos interesados deben presentar una carta de solicitud, un currículum vitae y los nombres de tres referencias profesionales. Por favor, envíe la información solicitada haciendo clic en el botón Solicitar ahora en esta página.


La Universidad de Excelsior es un empleador que ofrece igualdad de oportunidades y se compromete a garantizar que todos los solicitantes cualificados reciban consideración para el empleo sin tener en cuenta ninguna característica legalmente protegida.

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