Manager, IT Service Management

ABOUT THE ROLE The NYC Department of Finance (DOF) Finance Information Technology (FIT) Division seeks a Manager of IT Service Management to drive the adoption and continuous improvement of ITIL-based processes, ensure service excellence, and manage the ServiceNow platform. The ITSM team supports a user base of over 2,000 employees and consultants across 11 locations in New York City, delivering technology solutions for tax revenue collection, citywide payments, land records, and public safety work. KEY RESPONSIBILITIES - Lead implementation, optimization, and governance of ITSM processes (Incident, Problem, Change, Knowledge Management) based on ITIL best practices. - Supervise, document, and enforce ITSM policies, standard operating procedures, and workflows. - Maintain the ITSM process documentation knowledge base, including user guides, policy documents, and training materials. - Lead continual service improvement efforts across IT services and processes. - Collaborate with IT and business stakeholders to align service management goals with business objectives. - Serve as the ServiceNow platform owner, ensuring effective configuration, maintenance, and evolution of ITSM modules. - Coordinate with technical teams for integration, automation, and enhancement of the ServiceNow platform. - Oversee development and delivery of ServiceNow training and support to end users. - Assist in developing new ITSM functions, including requirements gathering, documentation, system design, and organizational rollout. - Manage monitoring and reporting on key performance indicators and service level agreements. - Analyze incident trends to identify root causes and implement permanent remediation strategies. - Monitor the efficacy of established ITSM processes using trend analysis and automated reporting. - Manage and mentor a team of ITSM analysts. - Oversee operational activities for existing ITSM functions. - Serve as an escalation point for high-priority incidents and communicate status to stakeholders. - Participate in After-Action Response investigations for major problems and document root cause findings. - Perform other related duties as assigned. MINIMUM QUALIFICATIONS 1. A master's degree in computer science and 3 years of progressively responsible, full-time IT experience, including at least 18 months in an administrative, managerial, executive, or supervisory capacity; or 2. A baccalaureate degree and 4 years of progressively responsible, full-time IT experience as described above; or 3. A four-year high school diploma (or equivalent) and 6 years of progressively responsible, full-time IT experience as described above; or 4. A satisfactory combination of education and experience equivalent to 1, 2, or 3. All candidates must have at least a four-year high school diploma (or equivalent) and at least 3 years of IT experience, including the 18 months of administrative, managerial, executive, or supervisory experience. Note: Undergraduate or graduate credits may substitute for a maximum of 2 years or 1 year of required IT experience respectively, but cannot substitute for the 18 months of managerial or supervisory experience. SPECIAL REQUIREMENTS - Candidates MUST have a permanent Computer Systems Manager civil service title, be reachable on the Computer Systems Manager Open Competitive Civil Service Exam No. 4035, or be permanent in a comparable civil service title eligible for a 6.1.9 title change. - Preferred skills include 5+ years in ITSM or support roles (with 1-3 years in leadership), 3+ years hands-on ServiceNow ITSM modules experience, process modeling software experience (e.g., Navvia, Microsoft Visio), and ITIL v4 certification. - This position is open to qualified persons with a disability eligible for the 55-a Program. SELECTION PROCESS An exam may be required. Candidates must be reachable on the Open Competitive Civil Service Exam No. 4035 or eligible for a 6.1.9 title change evaluation. HOW TO APPLY - Include your Employee Identification Number (EIN) when applying. - Indicate your permanent civil service title or your list number for Exam No. 4035 in your cover letter. - If applying via the 55-a Program, indicate this at the top of your resume and cover letter. - Job ID: 794421. Posting closes on 09/21/2026. EMPLOYMENT DETAILS - Department: Department of Finance, IT Service Management - Work Location: 375 Pearl Street, Manhattan (supports 11 locations across 5 boroughs) - Job Type: Full-Time - Remote Work: Eligible for remote work up to 2 days per week pursuant to the Remote Work Pilot Program. - Residency Requirement: New York City residency is not required. - Benefits: May be eligible for Public Service Loan Forgiveness and state repayment assistance programs. - Equal Opportunity: The City of New York is an inclusive equal opportunity employer committed to a diverse workforce free from discrimination and harassment.