ITSM Manager/UKHC

ITSM Manager/UKHC Lexington, KY Job Details Full-time $81,328 - $156,062 a year 1 day ago Qualifications Automation Vendor management Customer service Workflow management (operations management method) IT service management Configuration management Improving operational efficiency Compliance management implementation Team development Key Performance Indicators Policy & process development Team management Performance Improvement (PI) IT Senior level Bachelor of Arts Full Job Description Posting Details Job Title ITSM Manager/UKHC Requisition Number RE53749 Working Title Manager, ITSM Department Name H3997:

EVPHA Information Technology Work Location Lexington,KY Grade Level 14 Salary Range $81,328-156,062/year Type of Position Staff Position Time Status Full-Time Required Education BA Click here for more information about equivalencies: https://hr.uky.edu/employment/working-uk/equivalencies Required Related Experience 7 yrs Required License/Registration/Certification None Physical Requirements The physical requirements of this position include: communicating effectively; building positive working relationships with individuals from diverse backgrounds; abiding by University and UKHC guidelines; maintaining confidentiality; prioritizing and managing work effectively; providing exceptional customer service; performing work in a sedentary position; reporting to meetings at different locations both on campus on off campus; and interacting with individuals from various levels throughout the University and the Enterprise. Shift Monday - Friday; 8:00am - 5:00p with some holidays and weekends per business needs. Job Summary Responsible for managing the design, implementation and optimization of IT Service Management (ITSM) processes and tools to ensure consistent, efficient and high-quality service delivery. Provides leadership in developing ITSM frameworks aligned with ITIL principles and organizational objectives. Oversees service performance, process improvements and compliance across incident, problem, change and request management. Collaborates with IT and business leaders to enhance service reliability and user satisfaction.

Essential Functions:

Manages daily operations and continuous improvement of ITSM processes and platforms. Oversees implementation and optimization of incident, problem, change and request management workflows. Leads service performance monitoring and reporting to ensure adherence to SLAs and KPIs. Collaborates with IT and business stakeholders to align ITSM practices with organizational goals. Develops and maintains ITSM policies, procedures and governance standards. Manages configuration and integration of ITSM tools to support enterprise-wide operations. Identifies opportunities for automation, standardization and process efficiency. Provides leadership, coaching and development for ITSM team members. Coordinates with vendors and partners to support IT service delivery and system enhancements. Performs other duties as assigned.

Please note:

Effective 7/1/2026 , this position will be titled ITSM Manager/ UKHC and will report through Information Technology Services in Beyond Blue.

Skills / Knowledge

/ Abilities none Does this position have supervisory responsibilities? No Preferred Education/Experience Bachelor's Degree or higher highly preferred. Deadline to Apply 03/30/2026 Our University Community We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus. The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status. Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.