Vice President Itsm Jobs (NOW HIRING)

Posting Details
Posting Details
Posting Number
S07170P
Position Title
Assistant VP
Functional Title
Assistant Vice President for Technology Experience and Innovation
Department
Information Technology-Tech Experience & Innovation
Salary Range
Commensurate with Experience
Pay Basis
Monthly
Position Status
Regular full-time
Location
Richardson
Position End Date (if temporary)
Posting Open Date
07/30/2026
Posting Close Date
Open Until Filled
Yes
Desired Start Date
09/01/2026
Job Summary
The Assistant Vice President (AVP) for IT Technology Experience & Innovation focuses on IT Operations, Service Management & Architecture to provide executive leadership for the delivery, reliability, and continuous improvement of the university's core IT services. Reporting to the Chief Information Officer (CIO), this role is responsible for enterprise IT service management (ITSM), customer support functions, IT enterprise architecture, and coordinate management of IT services across the institution.
The AVP serves as both a strategic leader and a hands-on technical executive, ensuring that IT services are aligned with academic, research, and administrative needs while maintaining operational excellence, fiscal responsibility, and a strong customer service culture within a public university environment.
Minimum Education and Experience
Bachelor's degree in a related field of study with ten years of related professional work experience and 3 or more years of supervisory experience.
Preferred Education and Experience

• Master's degree in IT, Business Administration, Public Administration, or related field
• Experience in a public university or large public-sector organization
• Experience transitioning IT operations into AI automated Service Operations including automating, predicting, optimizing, enhancing and elevating those services
• Hands-on experience with ITSM platforms, endpoint management tools, and service automation
• ITIL certification or equivalent service management credentials
• Demonstrated experience leading IT Service Management and customer support organizations
• Experience working in complex, highly distributed environments

Knowledge, Skills & Abilities

• Executive leadership with operational credibility
• Customer-centric service delivery
• Strong communication and relationship-building skills
• Ability to balance governance with agility
• Technical depth combined with strategic perspective
• Ability to standup AI automated Service Operations including automating, predicting, optimizing, enhancing and elevating those services
• Demonstrated ability to facilitate varied stakeholder groups, build consensus, and manage change
• Advanced analytic and presentation skills-translate data and metrics into actionable plans for institutional leadership
• Exceptional written/oral communication and influential relationship-building abilities
• Mission-driven, institutionally committed; takes visible pride and satisfaction in advancing the University's objectives

Other Qualifications
To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.
Essential Duties and Responsibilities
IT Service Management (ITSM)
A successful IT Service Management program combines strategic vision with disciplined execution, ensuring services are reliable, measurable, and aligned to business outcomes. This role will champion ITIL aligned practices while adapting them pragmatically to the organization's culture, using clear service ownership, well-defined processes, and actionable metrics to drive consistency and continuous improvement. By fostering a strong customer-centric mindset, empowering teams, and leveraging data from incidents, requests, and changes, the AVP will create transparency, build trust with stakeholders, and continuously elevate the quality and value of IT services delivered to the enterprise.
Specific duties include:

• Provide executive oversight for the university's IT Service Management program, including incident, request, problem, change, and knowledge management
• Ensure consistent, measurable, and user-centered service delivery across Central IT
• Establish and monitor service metrics, SLAs, KPIs, and continuous improvement initiatives
• Lead adoption and optimization of ITSM platforms and processes (e.g., service catalog, workflow automation)
• Drive AI Incident Triage & Routing, Predictive Incident Management, and Process Mining + AI Optimization
• Champion ITIL-aligned best practices while adapting them to the needs of a public higher-education institution

IT Architecture
The AVP will manage and align the institution's academic, research, and administrative goals with a cohesive, secure, and scalable technology ecosystem. Disparate needs across colleges and areas of administration will need to be understood and accounted for when developing digital goals.
Specific duties include:

• Establishing AI Driven Campus Technology Standards
• Leading Architecture Review Boards
• Designing Integration Frameworks
• Developing AI Driven Modernization Roadmaps
• Balancing Decentralized Needs

Help Desk & IT Support Services
The AVP leads Help Desk and IT Support Services by setting clear expectations for timely, high-quality, and customer-focused support while building a culture of accountability and service excellence. They oversee a tiered support model, strengthen first-contact resolution and escalation paths, and ensure staff and student employees are well trained, supported, and empowered to resolve issues effectively. By monitoring service metrics, proactively managing incidents and peak demand periods, and continuously improving processes, they deliver consistent, reliable support that builds trust and provides a positive experience for faculty, staff, and students.
Specific duties include:

• Oversee centralized IT support services, including the Help Desk and tiered support model
• Ensure timely, effective, and customer-focused resolution of IT issues for faculty, staff, and students
• Drive improvements in first-contact resolution, escalation paths, and support communications
• Develop Sentiment Analysis & Experience Monitoring
• Support extended service hours, peak academic periods, and incident response readiness
• Promote a culture of service excellence and accountability within support teams

Operational Leadership & Technical Engagement
This position will champion Operational Leadership and Technical Engagement by providing hands on executive oversight of critical IT operations while remaining actively engaged in technical and service delivery decisions. They ensure strong coordination across infrastructure, applications, security, and service teams, maintaining operational readiness, resilience, and continuity during both steady state operations and major incidents. By balancing strategic direction with practical technical involvement, they promote consistent service delivery, drive continuous improvement, and ensure IT operations effectively support institutional priorities and long term goals.
Specific duties include:

• Provide hands-on executive oversight for critical IT operations and major incidents
• Participate in technical and operational decision-making related to service delivery and support models
• Ensure strong coordination across infrastructure, applications, security, and service teams
• Developing AI processes and standards to maximize operational excellence, including developing the Operational Digital Twin, AI Major Incident Command Center,
• Maintain operational readiness, resilience, and service continuity

Physical Demands and Working Conditions
Physical Activities
Working Conditions
Additional Information
Remote Work Eligibility Statement:
Hybrid Remote Work Available for Texas Residents
Special Instructions Summary
Important Message
1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.
2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the ADA Coordinator. For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator.