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.