Vice President of IT Service Management

The New York City Housing Authority (NYCHA) is the nation’s oldest and largest public housing authority with more than 152,000 apartments and over 370,000 residents. NYCHA’s mission is to provide quality housing for New Yorkers that is sustainable, inclusive, and safe, while fostering opportunities for economic mobility. NYCHA also administers a citywide Section 8 leased housing program that serves over 200,000 tenants. Since the 2019 Agreement between NYCHA, the Department of Housing & Urban Development (HUD), and the U.S. District Court, Southern District of New York (SDNY), NYCHA has been working under a Federal Monitor structure. The HUD Agreement sets the requirement to create a new Transformational Plan in collaboration with the Federal Monitor and sets forth various compliance related targets for NYCHA across major operational areas.

The Office of the Chief Information Officer seeks a Vice President of IT Service Management to join its senior leadership team. Reporting to the SVP & Chief Information Officer (CIO), the Vice President, IT Service Management (ITSM) will serve as the operational owner of the how IT services are delivered, supported and continually improved across the Authority. The VP oversees NYCHA’s ITSM organization and its third-party service partner ecosystem across two core service delivery functions: Desktop & Device Management (endpoint lifecycle, field/neighborhood technical support, mobile device management, and resident-facing devices such as kiosks and digital vans) and IT Customer Service Excellence (IT Service Desk, ITIL practice management, knowledge management, change enablement, and service communications).

Elevating the employee experience is a defining mandate for this role. NYCHA’s workforce from frontline property staff and skilled trades in the neighborhoods to central office professionals depends on technology to deliver for residents every day. The VP will lead the ITSM organization’s evolution from service management to experience management: making it dramatically easier for employees to get help, get equipped, and get work done, and treating every IT interaction as an opportunity to remove friction and build trust in IT.
The VP will mature ITIL practices end to end, drive measurable improvements in service quality and employee satisfaction, and establish the metrics, governance, and operating discipline required to run a modern, employee-focused IT service organization in a public sector environment.

The responsibilities of the Vice President, IT Service Management will include, but are not limited to:

- Champion the evolution from service management to experience management establish a clear digital employee experience (DEX) vision, set experience-level targets that complement traditional SLAs, and embed the voice of the employee in service design, prioritization, and continual improvement.
- Develop and execute NYCHA’s enterprise IT Service Management strategy and multi-year roadmap, aligned with the ITIL framework, advancing service quality, employee experience, and operational efficiency across the IT division.
- Lead the IT Service Desk and end-to-end incident handling operations including Tier 1/2 support, major incident management, problem management, and post-incident root cause analysis with the goal of resolving the majority of incidents at first contact and surfacing systemic issues for permanent fix.
- Lead NYCHA’s Desktop & Device Management function, including endpoint lifecycle (procurement, imaging, deployment, support, decommissioning), modern endpoint management (Intune/MDM), software distribution, and a neighborhood-based field technical support model that brings IT closer to the properties and the frontline workforce.
- Oversee mobile device management and telecom expense management, ensuring mobile assets are tracked, policy-compliant, secure, and cost-optimized across the Authority.
- Own the enterprise ITSM platform (ServiceNow) including platform roadmap, configuration, integrations, and continual improvement to enable workflow automation, self-service, virtual agents, and a unified, intuitive system of action for both IT staff and end users.
- Establish and mature the full set of ITIL practices incident, problem, change enablement, request, knowledge, service catalog, service level management, and asset & configuration management (CMDB) with clear process ownership, KPIs, governance, and accountability.
- Build NYCHA’s IT knowledge management practice including known error database, self-service knowledge, self-paced training, and content governance to enable shift-left, employee self-resolution, and consistent, high-quality support.
- Design and operate a modern, employee-facing service catalog and self-service portal that simplifies access to IT services, accelerate fulfillment, and meaningfully improves the day-to-day technology experience for NYCHA staff.
- Reimagine onboarding, offboarding, and lifecycle moments for NYCHA employees partnering with HR, Facilities, and the broader IT leadership team to deliver a seamless, day-one-ready technology experience for new hires and a frictionless experience through internal moves and transitions.
- Lead IT Asset Management across hardware and software, including lifecycle planning, software license compliance, contract renewals, hardware refresh strategy, and cost optimization across the Authority’s technology footprint.
- Own the technical operation and support of NYCHA’s resident-facing hardware estate, including self-service kiosks and Digital Van endpoints, in partnership with Resident Services and Enterprise Solutions teams that own the resident-facing applications and programs.
- Manage third-party service providers, managed services contracts, and IT staff augmentation engagements supporting service operations; hold vendors accountable to SLAs, experience outcomes, value delivery, and continual improvement commitments.
- Build, mentor, and develop a high-performing, diverse service management team; cultivate a service culture grounded in empathy, customer focus, accountability, continual improvement, and operational excellence.
- Identify and drive efficiencies, cost savings, and process improvements through automation, AI-enabled service workflows (virtual agents, intelligent routing, predictive incident resolution), and shift-left strategies, while maintaining robust service delivery and risk mitigation in a public sector environment.

Additional Information
1. NYCHA employees applying for promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
2. NYCHA residents are encouraged to apply.

NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

ASSISTANT EXECUTIVE DIRECTOR ( - 10174

1. A baccalaureate degree from an accredited college and three years of full-time paid experience in an administrative, executive or consultative capacity in a large public housing agency; or
2. Education and/or experience which is equivalent to "1" above.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.