IT Service Management Service Lead
Location Type: Hybrid
Job Number: 933944
Category: Information Technology
Job Number: 933944
Category: Information Technology
WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a rewarding career!
JOB SUMMARY
This role is all about helping the organization deliver great IT services. As the ITSM Service Lead, you’ll guide and mature key service management practices, making sure they run smoothly, efficiently, and in line with ITIL best practices. You’ll work closely with teams across the institution to improve processes, strengthen the service catalog, and drive continual improvement. This role does not offer H1B sponsorship. Candidates must live in or be willing to relocate to the Dallas/Fort Worth Metroplex. This position is eligible for a hybrid work schedule.
What You’ll Do
• Lead and enhance IT service management practices
• Partner with teams across the organization to improve service quality and operational excellence
• Gather requirements to support practice maturity and service catalog development
• Analyze service performance and identify opportunities for improvement
• Advocate for ITSM and help educate teams on best practices
• Support iterative deployment of ITSM capabilities in collaboration with development teams
• Manage multiple priorities and communicate progress clearly to leadership
What You Bring
• Experience as an ITSM process analyst or lead
• Strong knowledge of ITIL and ITSM methodologies
• Hands‑on experience with ServiceNow ITSM and SPM
• Familiarity with Scrum, especially backlog management
• Strong analytical skills and comfort working with tools like spreadsheets and data modeling software
• Excellent communication, collaboration, and stakeholder‑engagement skills
• Ability to think strategically while handling day‑to‑day details
• Proactive mindset and ownership of your work
Specific Job Duties
BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
EXPERIENCE AND EDUCATION
Required
Preferred
JOB DUTIES
SECURITY AND EEO STATEMENT
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.
EEO
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.
At UT Southwestern, we need the best and brightest minds in information technology to meet the many demands of our thriving academic medical institution. Whether you are creating pathways for patients to more easily access their medical records or helping physicians and researchers maintain their cutting-edge equipment, the challenges and opportunities abound in our IT department.
The vast computer networks and technical infrastructure of our health system, medical school, research units, and workforce affect every patient and employee at UT Southwestern. That makes any position in the IT department vital to our mission of providing exceptional clinical care and creating a fast-paced, flexible environment for more than 18,000 employees and medical students.
Careers in Information Technology range from business analyst to database engineer, technical support to software system specialists, information resources to biomedical technicians. There has never been a better time to be an IT specialist in the world of health care, and there is no more exciting place to be than UT Southwestern to enrich your career.