Enterprise Collaboration & Service Manager (Remote)

University of California, Santa Cruz; California; Remote; USD 121,000 - 131,000; Full time

Benefits offered by this job

Full benefits

Job summary

University of California, Santa Cruz ITS seeks a versatile IT professional to lead enterprise IT governance, spanning service management, project oversight, and application stewardship. The role focuses on aligning campus IT objectives with scalable solutions, coordinating across vendors, clients, and technical teams.

The successful candidate will guide service lifecycle governance, ensure security/compliance, and drive strategic improvements impacting students, faculty, and staff campus-wide.

Responsibilities

• Independently manage multiple, highly complex service offerings and portfolio components using professional judgment and expertise to plan, execute, and evolve services in alignment with organizational vision and goals.
• Develop and manage the service lifecycle and roadmap in consultation with ITS leadership and functional specialists to deliver value for clients, including service definition and design, service catalog management, user experience research, service benchmarking, service transition, and service retirement activities.
• Identify, evaluate, and recommend new technology solutions and service capabilities, drafting proposals, reports, and strategic recommendations for ITS and campus leadership to drive campus-wide adoption.
• Manage vendor relationships, including coordinating contract reviews, researching new vendors and technologies for a service, and managing vendor escalation pathways for complex issues.
• Ensure compliance with information security policy, FERPA, ADA, and other higher-education regulations affecting IT services and user data.
• Manage service delivery activities to produce desirable outcomes for clients, as measured by client satisfaction.
• Act as a strategic bridge, engaging clients and stakeholders across all levels of the organization to maintain a broad understanding of evolving campus needs, proactively identify service gaps, and build collaborative communities of practice.
• Manage service levels and capacity, including establishing, updating, and monitoring Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and business continuity plans for critical services.
• Monitor service performance and drive continuous improvement by defining, reviewing, and reporting key metrics and conducting regular strategic and operational reviews with stakeholders and the Service Desk.

Job description

University of California, Santa Cruz ITS seeks a versatile IT professional to lead enterprise IT governance, spanning service management, project oversight, and application stewardship. The role focuses on aligning campus IT objectives with scalable solutions, coordinating across vendors, clients, and technical teams.

The successful candidate will guide service lifecycle governance, ensure security/compliance, and drive strategic improvements impacting students, faculty, and staff campus-wide.