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.

This is a full-time hybrid role with a minimum of two required days at Excelsior's home office of 7 Columbia Circle, Albany, NY, with the remainder of the days worked from home.

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.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 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.

Preferred Qualifications: 

• 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.