Director of Service Management (26-27)

Description Director of Service Management Mission: The Director of Service Management leads strategic leadership and operations for transforming and managing enterprise service delivery across IDEA Public Schools. This role oversees the design, direction, implementation, and optimization of the ServiceNow platform to support IT Service Management as well as Enterprise Service Management initiatives districtwide. Moreover, they ensure that all services align with organizational goals as well as improve staff and student experience, and support efficient, reliable service operations across all schools and departments. This position directly manages a team of Service Managers and Service Administrators, while managing service staff via influence through other directors and departments. Reporting to the VP of Technology Operations, this individual leads the development and operation of district-wide service processes throughout technology, finance, human resources, and operations teams to ensure a streamlined and consistent experience for staff, educators, administrators, and school sites.  Supervisory Responsibilities: Directs a team of Service Management team members and leads the Service Management application direction and vision.  Location: This is a full-time (remote/on-site) position based in Texas, with preference given to candidates who live in Austin, El Paso, Houston, Permian Basin (Midland/Odessa), Rio Grande Valley, San Antonio, and Tarrant County (Fort Worth), or who are willing to relocate. Travel Expectations:     Quarterly and as needed  What You’ll Do – Accountabilities Essential Duties: Develop and implement the vision and strategy for Service Management across the organization. Own the ServiceNow product roadmap, strategy, and governance across the organization.  Lead ServiceNow implementations, expansions, and improvements for IT Service Management, Enterprise Service Management, HR Service Delivery, Facilities, and more  Ensure platform architecture, workflows, forms, and service catalogs align with organizational needs and best practices. Directly manage the end to end IT services via the ITSM business processes including incident, problem, change, and knowledge  Additional Duties and Responsibilities: Supports the rest of organization (HR, Finance, etc.) to adopt Service Management standards and practices Knowledge and Skills – Competencies Make Strategic Decisions: This team member makes informed decisions by gathering reliable information, asking clarifying questions, and evaluating multiple options. They thoughtfully align their choices with team objectives, current responsibilities, and the broader mission of the organization. Manage Work and Teams: This team member ensures their direct reports have clear, measurable goals with defined benchmarks and success criteria. They actively monitor progress, intervening as needed to keep work on track, while balancing leadership responsibilities with their own individual contributions through effective scheduling.  Grow Self and Others: This team member uses data to assess development needs and designs learning opportunities that align with team goals and individual career growth. They model a growth mindset by being open about their own development and ensure that both personal and team-led learning initiatives are impactful and well-aligned with organizational priorities.  Build a Culture of Trust:  This team member builds trust and drives positive engagement across multiple groups, as reflected in strong feedback and survey results. They proactively address concerns, model transparency and authenticity, and foster collaboration through open, honest communication and shared ownership.  Communicate Deliberately: This team member communicates clearly and professionally, delivering concise messages tailored to their audience. They actively listen, engage in dialogue by asking and clarifying questions, and follow up to ensure shared understanding in both individual and group settings.  Additional Skills: ITIL 4 Foundations ServiceNow CSA or equivalent experience  Required experience: Bachelors degree in technology management required 5 years of experience in IT Service Management  Preferred Education and Experience: ITIL 4 foundations ServiceNow certifications  Physical Requirements: Must be able to sit for extended periods of time Ability to move around the office or service center Willingness to travel when needed  What We Offer: Compensation & Benefits: Salaries for people entering this role typically fall between $108,136 and $128,682, commensurate with relevant experience and qualifications and in alignment with internal equity. This role is also eligible for performance pay based on organizational performance and goal attainment. Additionally, we offer medical, dental, and vision plans, disability, life insurance, parenting benefits, flexible spending account options, generous vacation time, referral bonuses, professional development, and a 403(b) plan. You can find more information about our benefits at IDEA may offer a relocation stipend to defray the cost of moving for this role, if applicable. Application process: Submit your application online through Jobvite. Please note that applications will be reviewed on an ongoing basis until the position is filled. Applicants are encouraged to apply as early as possible. Learn more about IDEA  At IDEA the Staff Experience Team uses our CoreValues to promote human connection and a culture of integrity, respect, and belonging for all Team and Family members. Learn more about our Commitment to Core Values here:

Created: 2026-03-06