Senior Manager of IT Service Strategy and Communications

• 2+ years of experience supporting an ITSM tool
• ITIL certification
• Combined 5+ years of experience in service, knowledge, communication, and/or project management

About the Institution:
Indiana State University is a Tier 2 national University with a Carnegie classification of doctoral/research. Nationally ranked and accredited, we are in Terre Haute, IN and have been recognized by the Princeton Review and the Wall Street Journal among the best universities in the Midwest. Indiana State is one of the most diverse college campuses in Indiana and home to a welcoming community of students, faculty, and staff representing nearly every U.S. state and 36 countries around the world.

Our beautiful, active, pedestrian-friendly campus is located within walking distance of local shops, restaurants, and activities in Terre Haute's historic downtown district. Situated near the Indiana-Illinois border, we are located 70 miles southwest of Indianapolis and within a few hours of major metropolitan centers in St. Louis, Chicago, and Louisville. On campus, there are 160 student-run organizations, an expansive Student Recreation Center, a Performing Arts Series, and University Speakers Series, among other attractions. Indiana State Athletics, known as the "Fighting Sycamores," fields 15 NCAA Division I athletic teams in the Missouri Valley Conference.

Ranked nationally for social mobility, Indiana State University transforms the lives of our students through experiential learning, community engagement, and career readiness, serving as a dynamic educational partner for businesses and industries throughout the Midwest. Our faculty provide instruction in small class sizes that provide opportunities for personalized instruction and feedback. Indiana State supports and recognizes faculty research and scholarship, providing an internal grants resource pool and other forms of support, and awarding faculty research honors each spring. Indiana State University is a place of belonging where students, faculty, and staff learn, thrive, and grow together.

Indiana State University is an equal opportunity employer, and we are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our employment application process.

Position Details:
The Office of Information Technology is seeking a Senior Manager of IT Service Strategy and Communications to help improve how technology services are managed, communicated, and experienced across the University.

This position brings together IT service management, process improvement, project coordination, communications, knowledge management, reporting, and emerging technology. The successful candidate will work across OIT to improve service management practices, coordinate strategic initiatives, develop meaningful operational reporting, strengthen communications and knowledge resources, and identify opportunities for automation and AI-enabled service improvements.

Specific areas of responsibility include administration and continual improvement of TeamDynamix, coordination of OIT service management and ITIL practices, governance of the OIT Knowledge Base, development of dashboards and service metrics, coordination of strategic projects, and oversight of technology communications delivered through channels such as SharePoint, email, web, and social media. The position will also support chatbot and AI-enabled services and help identify opportunities to streamline processes, expand self-service, and improve the technology experience.

This is an excellent opportunity for someone who enjoys working across both people and technology and who can move comfortably between data analysis, process design, communication, project coordination, and problem solving. Rather than focusing on a single technical platform or discipline, this role works collaboratively across OIT to help teams improve how technology services are planned, delivered, measured, and communicated.

Job Summary:
The Senior Manager of IT Service Strategy and Communications provides leadership for operational excellence initiatives within the Office of Information Technology. This position develops and maintains IT service management practices, service improvement programs, communication strategies, knowledge management standards, project governance processes, and operational reporting. The Senior Manager partners with OIT leadership to improve organizational effectiveness through data-driven decision making, strategic communications, project coordination, AI-enabled service enhancements, and continuous improvement initiatives. The position supervises student employees and graduate assistants and serves as a key advisor regarding service quality, organizational communications, and process optimization.

Required Field of Study:
N/A