Enterprise Productivity and Collaboration Tool Service Manager

University of California, Santa Cruz; California; Remote; USD 121.000 - 131.000; Vollzeit

Benefits dieser Stelle

Full benefits

Zusammenfassung

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.

Aufgaben

• 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.

Jobbeschreibung

JOB POSTING

Applicants must have current work authorization when accepting an ITS staff position. We are unable to sponsor or take over sponsorship of an employment Visa for staff.

About Uc Santa Cruz

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

Department Overview

Information Technology Services (ITS) is the center for IT services and support at UC Santa Cruz. We are a team of diverse, enthusiastic people with a mission to deliver exceptional, modern, accessible, and secure technology services and support to nearly 25,000 students, faculty, and staff. We are constantly striving to meet the evolving needs of our campus while fostering a culture that embraces the rich variety of perspectives and experiences within our community.

We are looking for people who are curious, hard-working, resourceful, kind, and committed to inclusion. We strive to continually improve service quality, experience, and value for UC Santa Cruz students and employees, and are in search of people who can help our team continue to meet that goal. ITS is committed to strengthening our internal values of equity, work-life balance, and fostering a supportive culture. Prioritizing career paths is important to us and we devote resources to skill and professional development for our staff. We encourage you to apply, even if you do not believe you meet every qualification for the position but possess transferable skills and experience.

University of California offers competitive benefits including Medical, Dental & Vision Care Insurance Plans, University of California (UC) retirement, Paid Family Leave, and Paid Holidays plus accrued vacation and sick leave. Visit the UC benefits page for more information at UC Compensation and Benefits.

Job Summary

This position applies advanced IT professional concepts and campus objectives to identify solutions to highly complex issues and client requirements across multiple areas of information technology specialization. This position independently researches and recommends solutions that require an in-depth evaluation of variable functional, technical, process, and policy factors.

The successful candidate is a versatile IT professional capable of straddling IT service management, technical project management, strategic application oversight, and client engagement. They build strong relationships with stakeholders across all levels of the university, facilitate user communities of practice, serve as a strategic bridge between clients, vendors, and technical teams, and manage services with campus-wide impact. Leveraging deep technical comprehension of application architecture, system configurations, and code modifications, they critically evaluate technical options and direct technical teams in delivering solutions. This role takes independent responsibility for service, project, and application portfolio governance to ensure the stability, security, and functional fit of enterprise SaaS applications while collaborating within a service team to achieve shared portfolio goals.

APPOINTMENT INFORMATION

Budgeted Salary: $121,280 - $130,788/year. Salary commensurate with skills, qualifications and experience.

Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day

Employee Classification: Career appointment

Job End Date: None

Work Location: Remote

Union Representation: TX Union

Job Code Classification: 006662 (INFO SYS ANL 4 TX)

Travel: Never or Rarely

Job Duties

35% - Service Management

• 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.

35% - Project Management

• Serve as technical project manager for multiple, complex projects with campus-wide scope and impact, leveraging established project methodologies (e.g., Agile, Hybrid, Waterfall).
• Lead cross-functional technical and client teams, defining roles, fostering collaboration, and maintaining momentum to assure successful project outcomes.
• Develop comprehensive project plans, including work breakdown structures (WBS), financial