"IT Operational Excellence Manager"

Job Details

Arizona State University

IT Operational Excellence Manager

Campus: Tempe

JR113351

End Date: October 13, 2025

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:

Bachelor's degree and five (5) years of experience appropriate to the area of assignment/field including two (2) years managerial experience; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile Summary:

Develops and schedules operational work plans for an information technology unit or service to ensure that departmental standards and expectations are realized.

Position Summary

The IT Operational Excellence Manager plays a leadership role in advancing ServiceNow FSE roadmap and goals of the Unified IT Model across the Fulton Schools of Engineering (FSE). This role supports the strategic vision of maximizing efficiency and value by optimizing and streamlining technology operations to reduce redundancy, foster innovation, and elevate service delivery.

Responsible for overseeing IT daily operations, leading cross-functional initiatives, and directly contributing to enterprise-wide programs such as centralized Service Desk management, standardized IT processes, asset lifecycle governance, and cybersecurity and risk alignment.

This position reports to the Assistant Director for Digital Transformation and Operational Excellence and contributes to the broader organizational goals of enhancing operational consistency, enabling citizen development through low-code/no-code platforms, and achieving economies of scale through unified IT services.

Position Salary Range:

$85,700 – $107,000 per year; DOE

Essential Duties:

• Supervise and develop staff responsible for technology delivery and service management across FSE units.
• Direct day-to-day operations of the technology teams, ensuring SLA compliance and unified process adoption.
• Collaborate across schools to ensure standardized service delivery and elimination of redundant processes.
• Lead the expansion and optimization of the ServiceNow platform across FSE, automating key workflows, increasing adoption across frontline services, and delivering enhancements that improve service efficiency, transparency, and end-user satisfaction.
• Lead the adoption of the Unified IT Model by implementing centralized IT practices that improve service consistency, reduce duplication, and align with institutional goals. Areas of responsibility include Service Desk operations, standardized processes, cybersecurity, asset lifecycle management, business continuity planning, classroom and conference room support, and a unified student worker program.
• Foster low-code/no-code adoption through citizen development initiatives, reducing demand on IT support while enabling technology fluency across the FSE community.
• Actively explore and integrate emerging technologies, recommending scalable solutions that align with institutional direction.
• Build and maintain ServiceNow dashboards to support operational reporting and informed decision-making.
• Serve as the Voice of the Customer, gathering feedback and aligning technology outcomes with end-user expectations.
• Translate leadership direction into operational impact; communicate institutional priorities clearly and effectively to teams and stakeholders.
• Lead Communities of Practice for digital operations and ensure cohesive practices and toolsets.

Desired Qualifications:

• Deep experience with ServiceNow platform optimization, workflow automation, and systems integration.
• Demonstrated success managing teams in a hybrid or federated support model.
• Strong knowledge of AI/automation technologies, citizen development platforms, and digital transformation frameworks.
• Familiarity with institutional compliance, risk planning, and cybersecurity standards.
• Skilled in performance measurement, dashboard design, and operational analytics.
• Excellent interpersonal and communication skills with a record of influencing cross-functional stakeholders.

Working Environment:

Office-based with regular use of computer workstations and meetings across FSE units. Involves occasional lifting (up to 25 pounds) and navigating multiple locations for service delivery oversight. Requires flexibility in managing priorities and adapting to rapidly shifting demands across a complex environment.

Department Statement:

The Ira A. Fulton Schools of Engineering is the largest producer of engineering and technical talent in the nation and seeks to deliver a world-class learning experience for our students and to advance research and innovation – all at scale. We value and emphasize inherently interdisciplinary endeavors that leverage the breadth and depth of expertise among our outstanding faculty and have built a unique place for large-scale innovation characterized by foundational excellence and translational impacts. We are an engineering school on the rise at the most innovative university in the country and in the heart of the nation’s fifth largest metropolitan area. The scale of our faculty research interests and interdisciplinary mindset, combined with more than 48 graduate degree programs and 25 undergraduate degree programs, provide the foundation for knowledge generation and collaborative opportunities to advance new ideas.

The Fulton Schools of Engineering, located across ASU’s Tempe and Polytechnic campuses, is comprised of seven schools based on academic programs and research areas. Fulton Engineering has a nationally recognized faculty that conducts research, instructs and mentors students, provides service to engineering, computing and technology professions and creates lasting impacts across local and global communities.

The Fulton Schools of Engineering follows a framework of values designed to distinguish our practice and guide daily decisions in our academic, research, corporate engagement and entrepreneurial endeavors. These values influence how we recognize, reward and communicate our achievements. At the Fulton Schools of Engineering, we:

• Cultivate excellence.
• Deliver innovation that matters.
• Encourage bold thinking.
• Foster a community of learning and collaboration.
• Build a foundation for all to be successful.