Manager, IT Service Delivery and Operations

Posting Details

Job Title Manager, IT Service Delivery and Operations Department IT Operations and Infrastructure Full Time/Part Time Full-Time Requisition Number S21094 Open Date 09/11/2020 Close Date Salary Information

Salary Commensurate with Experience and Qualifications

Work Schedule

Business hours with occasional extended hours to meet deadlines.

Benefits Eligible Yes Eligible for Overtime No Position Summary

The Infrastructure and Operations (I&O) unit within the Office of Information Technology ( OIT ) focuses on technology services such as computing and storage, endpoint management, networking and connectivity, and front-line technology support to students, faculty, and staff.

Under the senior director of infrastructure and operations, this position works directly with the management staff reviewing and proactively problem solving for IT services, providing guidance and direction on IT Service Management and Infrastructure Library ( ITSM / ITIL ), and managing the teams’ administrative operations in relation to the continuation of technology services and their operations.

The position creates and presents plans, processes, and procedures to ensure the effective and efficient functionality of the unit in support of strategic initiatives, enablement of high quality technology services to end users, and to ensure services are in place to meet institutional needs. The position also consults with faculty, staff, and IT partners to assess their technological needs and recommends existing OIT services or facilitates the development of new services to meet their goals.

The ideal candidate will be organized, communicate effectively with technical and non-technical audiences, and have an ability to independently manage complex tasks and competing priorities with urgency. This position further assists with administration of resources, finical reporting, IT service metrics, and long term planning.

Education Required Bachelor's Degree Major/Discipline Substitution for Education Requirement May substitute additional related experience, above and beyond what is required, on an equivalent year for year basis in lieu of the education requirement. Education Preferred

Master’s degree in business administration, computer science, information technology or systems, or other related field.

Experience Required 8 years Type of Experience

- Experience in information technology customer service and/or operations
- Experience in directing, leading and managing technical staff and management (supervisors and managers)
- Experience working within or leading ITSM framework environment

Some experience in the following:
- Managing departmental IT needs, system implementations, and projects
- Maintaining quality customer service support and a continuous quality improvement model

Substitution for Experience Requirement Education may not be substituted for the experience requirement. Experience Preferred

- Experience managing technical projects and operations
- Experience managing the procurement, implementation, delivery, and assessment of IT systems and services
- Experience leading IT Service Management initiatives including incident, problem, change management, and continuous improvement
- Experience leading business change management and process improvement activities
- Experience supporting senior level leadership and making decisions in high-pressured environments
- Experience partnering with large cross-functional teams on projects and initiatives
- Experience working with diverse technology platforms
- Previous experience as a team lead or demonstrable experience in leading virtual teams

License/Certification Required License/Certification Preferred

- CAPM, PMP, or other project management certification
- ITIL, TOGAF, Microsoft, networking or other IT certifications
- Six Sigma or other business process certifications

Skills Required

- Demonstrated planning and change management skills
- Excellent oral and written communication skills
- Able to influence people, solve problems, trouble shoot, think creatively, and resolve conflicts
- Advanced financial expertise in budget planning and financial forecasting
- Advanced analytical and problem solving skills
- Strong knowledge of industry standards and / or regulatory requirements
- Subject matter expertise for area(s) of responsibility

Skills Preferred

- Demonstrated ability to make sound business decisions using good business judgment and innovative and creative problem-solving
- Demonstrated ability to manage financial, organizational, and staff resources
- Proficiency in MS Office Applications
- Practical knowledge of business analysis and project management
- Knowledge of high level technical infrastructure or applications knowledge
- Strong interpersonal skills with the ability to articulate ideas to both technical and non-technical audiences
- Ability to adapt with organizational change
- Ability to handle sensitive issues and maintain confidentiality
- Keen attention to detail and ability to deal with complexity and ambiguity
- Strong understanding of the IT change window and scheduling processes

Internal / External Contacts

Internal Contacts: The incumbent has contact with staff, faculty, and students.
External Contacts: The incumbent has contact with vendors, contractors, and partners.

Physical Demands

Position often requires being seated for prolonged periods with the ability to move from one work site to another.

Working Conditions

- General office environment
- Will be expected to appropriately handle stressful situations, critical deadlines, and a customer base with both high service level expectations and technical sophistication
- Will occasionally need to travel overnight for training or conference/meeting attendance.
- Will be expected to be reachable at all times (except during scheduled vacation)
- Will be required to carry a cell phone with text messaging capabilities.
- Will need to respond to severe incident escalations
- Non-smoking environment

Essential Personnel

This position is considered essential during a campus emergency. The incumbent in this position is expected to support campus during emergency situations, and, may be required to provide related essential services remotely or on site before, during or after a campus emergency.

Rice University Standard of Civility

Serves as a representative of the University, displaying courtesy, tact, consideration and discretion in all interactions with other members of the Rice community and with the public.

Security Sensitive

As defined under the Texas Education Code and Rice Policy No. 425 , this position is security sensitive and employment in this position is contingent upon the successful completion of a background check.

Special Instructions to Applicants Quick Link for Posting http://jobs.rice.edu/postings/24560
Essential Functions

- Develops and directs strategic plans for organization or program(s) managed
- Develops multi-year business plans
- Oversees allocation of all resources
- May independently or in collaboration with human resources managers, guide supervisors in the interpretation and implementation of human resources policies, procedures and programs
- Evaluates the effectiveness of the organizational structure and programs to ensure success, development of employees and appropriate use of staff resources
- Responsible for the financial viability and success of the organization, including long term planning
- Advises senior management on programmatic and policy development
- Recommends actions and resolve complex issues that often span organizational boundaries
- Performs other duties as assigned

Additional Functions or Information

- Sets goals and deadlines for the department in collaboration with the senior director and serves as an advisor to unit head on administrative matters
- Supports the senior director in managing complex technical operations including contract negotiations, project planning and implementation, incident and change management initiatives, service delivery, emergency response and business continuity
- Documents the organizational standards of satisfaction, quality and performance for I&O services; Conducts analysis on KPIs and service metrics
- Develops relationships with OIT partners, faculty and university staff to initiate and grow I&O services; Ensures future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Serves an ambassador for OIT, working across the departments to provide effective communication on OIT matters and builds relationships with IT partners to ensure effective dialogue between stakeholders; Manages outreach strategies that may include relationship development, communications, and compliance
- Anticipates organizational and operational changes associated with the infusion of information technologies in the organizations operations
- Assists with scheduling and resource management to ensure the senior director’s awareness and preparedness for meetings and commitments
- Owns the incident, request, change and escalation processes, ensuring high levels of performance, accurate reporting and establishing service improvement activities when required; Responsible for ensuring coordination during and after major incidents
- Monitors, controls and supports service delivery; ensuring systems, methodologies and procedures are in place and followed
- Champions service and support in projects and developing a strong understanding of projects impacting service area, ensuring service impact is minimized and agreed
- Manages the change control and review process
- Provides regular management reporting on IT Service performance
- Drives internal and third party service review meetings covering performance, service improvements, quality and processes



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