Manager of Service Delivery

Responsible for providing the highest level of operational service for a technology related programs(s). This position will lead and manage a multi, cross-functional IT support team for assigned unit/division. The Service Delivery Manager Sr. will also lead high priority initiatives characterized as enterprise/campus-wide, resource intensive, and critical to the overall operational success of the Institute. Practices a range of capabilities including, but not limited to: project management, stakeholder satisfaction/experience, best practice research, communications, quality management, and continuous improvement. This position will interact on a regular basis with: Unit and Campus Leadership, faculty, staff, students, Institute affiliates, contractors, vendors, and third-party providers. This position typically will advise and counsel: Unit and Campus Leadership, faculty, staff, students, Institute affiliates, contractors, vendors, and third-party providers. This position will supervise: Assigned staff

Job Duty 1 -
Formulate and administer policies and programs related to information technology systems.
Job Duty 2 -
Lead the planning, implementation, and tracking of initiatives to drive continuous service and process improvement for assigned service domains.
Job Duty 3 -
Generate relevant solutions for program stakeholders where the focus is value, functionality, convenience, and effectiveness.
Job Duty 4 -
Participates with other senior managers in establishing strategic and operation plans, approaches, and objectives for unit/division.
Job Duty 5 -
Oversee projects and coordinate personnel and actions required to meet customer commitments and deadlines.
Job Duty 6 -
Leverage program management tools and processes to assign work, manage delivery, measure results, and produce reports in accordance with established service legal agreements.

Job Duty 7 -
Maintain advanced knowledge of industry best practices, solution methodologies, and emerging technology trends.

Job Duty 8 -
Establish and implement standard processes and procedures for all service domains.

Job Duty 9 -
Mentor and coach staff and ensure their professional development through continuing education and professional affiliations/associations.

Job Duty 10 -
Perform other duties as assigned

Educational Requirements
Bachelor's Degree in Business Information Systems, Business Administration, Computer Science, or equivalent combination of education and experience
Other Required Qualifications
Must possess or be able to obtain state of Georgia license within one year
Required Experience
Six to seven years of job related experience

Additional Preferred Qualifications
Project Management Principal and IT Service Management Certification
Preferred Educational Qualifications
Master's Degree

SKILLS
This job requires advanced knowledge of and skills in the development, installation and maintenance of IT systems typically of a high degree of complexity and/or having campus-wide scope and impact. Additionally, skills in technical management, project management, strategy development, organization, communications, and customer service are required.