Head of IT Services Management / IT服务管理主管

Intro about Dept./Unit/Program

NYU Shanghai Information Technology Department consisting of five teams, provides IT solutions and support to the NYU Shanghai community, in partnership with other departments and NYU IT teams, to promote and enable teaching and learning, research, and administration. NYU Shanghai IT’s purpose is to power the daily operation of the University while being a force for change and innovation. Our vision is to become NYU Shanghai’s trusted technology partner, by supporting the community in achieving its goals, enabling innovation, and serving society and the University’s mission.

Position Summary

The head of IT Services Management is responsible for developing and aligning service management processes with both domestic requirements and the NYU global network. This role requires strong English proficiency and an understanding of Chinese culture, expertise in ITILv4, and a robust technical background to engage in technical team discussions and update processes. The incumbent will work closely with various teams in Shanghai and assist the IT director in enhancing the IT framework, developing SOPs, and proposing changes to IT policy as needed. This role is also required to attend meetings, committees, or emergencies in different time zones, including outside working hours.

The main responsibilities include:

This key position is crucial for aligning IT processes & platforms with NYU global standards, ensuring robust IT security, and fostering seamless collaboration across our campuses. We seek a visionary leader with deep expertise in ITILv4, a strong technical background, and the ability to drive innovation while upholding the highest standards of service quality and security.

Responsibility: Global IT Services Management (40%)

• Collaborate with New York, Abu Dhabi, and other global sites to develop processes aligned with domestic requirements and the NYU global network.
• Participate in and represent NYU Shanghai’s interests in global initiatives and projects.
• Be in charge of incident management, expecting to work with relevant teams after midnight during emergencies or global changes.
• Assist the IT director in developing and enhancing the IT framework and Standard Operating Procedures (SOPs) and Propose and implement changes to IT policies as necessary.
• Develop & enhance the incident management, expecting to work with relevant teams after midnight during emergencies or global changes.
• Establish and monitor Key Performance Indicators (KPIs) to measure and ensure the quality of IT services
• Lead efforts in Demand Management to ensure that the demand for IT services is understood, anticipated, and met effectively, balancing resource capacity with service demand.
• Drive continuous improvement in ITSM processes, utilizing global insights and best practices to enhance service quality, efficiency, and user satisfaction.
• Ensure seamless integration and alignment with NYU’s global service management standards, maintaining consistency in service delivery across all locations.
• Advise and support other IT team members in designing processes that effectively serve the community, ensuring that IT services are developed and delivered within a robust and standardized IT framework.

Responsibility Service Delivery & Portfolio Management (30%)

• Lead and manage service delivery, ensuring efficient and effective IT service management in accordance with ITILv4 practices.
• Oversee Incident Management and Problem Management processes to maintain high service standards.
• Advise and support other IT team members in designing processes that work effectively for the community.
• Manage the service portfolio, ensuring that IT services are presented within the standard IT framework.
• Oversee service level management, ensuring that service levels meet or exceed agreed-upon standards.
• Implement and manage service continuity management to ensure the resilience of IT services.
• Conduct capacity and availability management to ensure that IT infrastructure can meet current and future demands.
• Help develop and enhance the IT digital identity and in charge of IT communication with the end-user
• Enhance the service development cycle, ensuring continuous improvement and alignment with organizational goals.
• Coordinate with problem management to proactively identify and mitigate potential service issues.
• Design and manage the IT and the campus communication tools between Shanghai departments

Responsibility End-user Security (30%)

• Oversee the implementation and management of end-user security measures
• Manage patch management processes to ensure all systems are up-to-date and secure.
• Develop and enforce security policies and best practices to safeguard the organization’s digital assets.
• Represent Shanghai in global security initiatives, ensuring the campus’s needs are addressed and aligned with global security policies and practices.
• Conduct regular security assessments and audits to identify vulnerabilities/non-compliance and implement corrective actions.
• Educate and train end-users on security awareness and best practices to prevent security incidents.
• Coordinate with global IT teams to ensure consistent security standards and practices across all locations.
• Respond to and manage security incidents, ensuring timely resolution and communication with relevant stakeholders.
• Cooperate with Server, Network, and BA teams to create the framework for managing and automating user access management.

Required Education

• Excellent English proficiency, both written and spoken.
• Bachelor’s degree in Information Technology, Computer Science, or a related field. (Master is a plus)
• Strong background knowledge of Network & Server managements

Required Experience

• Minimum of 7 years of experience in IT service management or a related field
• Worked with multinational organization and cross-boarders
• Work knowledge of higher education is plus

Required Knowledge, Skills, and Abilities

• Possess extensive knowledge of ServiceNow or a similar IT service management tool.
• Possess extensive knowledge of SailPoint, Identity Management, or similar tools.
• Have a foundational understanding of IT infrastructures.
• Analytical Thinking: Critical analysis and decision-making skills in global and diverse environment.
• Execution: Action-oriented and attention to detail.
• Interpersonal Interaction: Effective communication, collaboration, and conflict management.
• Operation and Management: Planning, aligning, and ensuring accountability.

About NYU Shanghai

NYU Shanghai is China’s first Sino-US research university and the third degree-granting campus of the NYU Global Network. We were founded in 2012 by New York University and East China Normal University with the support of the city of Shanghai and the district of Pudong. NYU Shanghai seeks to cultivate globally-minded graduates through innovative teaching, world-class research, and a commitment to public service. 

NYU Shanghai is an equal opportunity employer committed to equity, diversity and social inclusion. We are proud of its diverse and talented staff members, who work together to build and sustain this unique and pioneering institution of higher education in China. 

For more information about NYU Shanghai, please visit https://shanghai.nyu.edu. You can also follow our official WeChat Account: NYUShanghaiRecruit for more updated news.