Manager, Enterprise Applications

The University of Central Florida Board of Trustees; Orlando (FL); On-site; USD 105,000 - 120,000; Full time

Job summary

The University of Central Florida Board of Trustees invites applications for the Manager, Enterprise Applications within UCF IT. This role leads the day-to-day operations of the university's enterprise and custom business application portfolio, overseeing incident, change, and lifecycle management to deliver secure, reliable and scalable applications for academic, research, and administrative needs.

You will supervise the Business Applications team, coordinate service requests, and maintain

Qualifications

• Bachelor's degree or equivalent with 6+ years of relevant experience.
• Experience leading technical or enterprise technology teams.
• Strong ITIL-based service management and change control knowledge.

Responsibilities

• Lead and supervise the Business Applications team, including assignments, workload balancing, onboarding and performance management.
• Manage service operations for enterprise applications: incident management, requests, SLAs, and continual service improvement.
• Oversee application lifecycle activities: upgrades, patches, environment refreshes, onboarding new apps, retirement planning.
• Ensure compliance with ITIL change management, QA, testing, and release management processes.
• Serve as the primary operational contact for departments on application support, project intake, and issue resolution.
• Coordinate and prioritize application work, balancing operations with strategic initiatives and priorities.
• Manage vendor relationships, contracts, licensing, renewals, and investments; suggest service enhancements.
• Develop operational metrics, service reports, risk assessments, and performance dashboards for leadership.
• Act as escalation point for service issues and customer concerns; ensure effective communication and resolution.
• Maintain runbooks, documentation, and configuration records for continuity and knowledge management.

Skills

Leadership

Incident management

Vendor management

Change management

Communication

Education

Bachelor's degree

High School Diploma

Tools

ServiceNow

ITIL

Job description

University Operations:

The University Operations division at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

Visit our website or follow us on Facebook and Instagram to learn more.

The Opportunity :

The UCF IT division within University Operations is seeking an experienced and collaborative Manager, Enterprise Applications to lead the day-to-day operations, support, and delivery of the university's enterprise and custom business application portfolio. This position manages a team responsible for administering, integrating, maintaining, and supporting critical applications that serve the academic, research, and administrative needs of the university. This position will oversee application service operations, lifecycle management, change control, and operational excellence while ensuring enterprise applications remain secure, reliable, scalable, and aligned with university technology standards.

• Lead and supervise the Business Applications team, including work assignments, workload balancing, onboarding, performance management, professional development, and cross-training initiatives.
• Manage service operations for enterprise applications, including incident management, request fulfillment, service level performance, and continual service improvement.
• Oversee application lifecycle activities, including upgrades, patches, environment refreshes, onboarding of new applications, and retirement planning for end-of-life technologies.
• Ensure compliance with UCF IT change management processes, ITIL practices, quality assurance standards, testing procedures, and release management requirements.
• Serve as the primary operational contact for university departments regarding application support, project intake, service requests, and issue resolution.
• Coordinate and prioritize application-related work, balancing operational needs with strategic initiatives and business priorities.
• Manage vendor relationships, support contracts, software licensing, and renewal activities while providing recommendations for future investments and service enhancements.
• Develop and maintain operational metrics, service reports, risk assessments, and performance dashboards for leadership review.
• Serve as a management escalation point for application service issues and customer concerns, ensuring effective communication and resolution.
• Maintain application documentation, runbooks, operational procedures, and configuration records to support service continuity and knowledge management.

Minimum Qualifications :

• Bachelor's degree and 6 years of relevant experience; or High School Diploma (or equivalent) and 10 years of relevant experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Preferred Qualifications :

• Experience leading technical, application support, or enterprise technology teams, including workload management, staff development, performance coaching, and cross-training initiatives.
• Demonstrated experience managing enterprise application operations, including incident management, service requests, problem resolution, service level performance, and continual service improvement.
• Experience managing enterprise application portfolios, including upgrades, patching, software deployments, life cycle planning, and retirement of end-of-life technologies.
• Knowledge of ITIL-based service management practices and experience working with change, release, problem, and knowledge management processes, preferably using ServiceNow or a similar IT service management platform.
• Experience managing software vendors, support agreements, licensing, contracts, and renewals while ensuring service performance and operational continuity.
• Experience supporting enterprise business applications in higher education, healthcare, research, government, or similarly complex organizations, with responsibility for operational metrics, service performance reporting, and continuous service improvement.

Special Instructions to the Applicants:

The anticipated salary range for this position is $104,664 - $120,000. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

If you are selected as the final candidate for an employment opportunity, both your position and salary will be significantly based upon the information that you have provided in your application for employment. We urge you to please take the time to complete the application in its entirety.

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H-1B transfers or employment-based visa processing for individuals currently sponsored by another employer.