Overview
Skills
Job Details
Job Summary
The Manager of Service Management is responsible for for overseeing the development and implementation of service management frameworks that enhance the delivery and support of Information Technology services across the institution. This role involves collaborating with cross-functional teams to optimize processes, ensure compliance with industry standards, and promote a culture of continuous improvement. By aligning Information Technology services with the academic and administrative needs of the institution, the Service Management Manager ensures that technology resources are effectively utilized to support student success and institutional objectives.
Job Summary
The Senior Manager, CRM Service Management plays a key leadership role in Georgia Tech's Office of Information Technology (OIT), overseeing the delivery, operations, and continuous improvement of enterprise CRM solutions primarily Salesforce. Reporting to the Senior Director of CRM Services, this role manages a hybrid team of full-time staff and contractors to support and evolve a robust Salesforce ecosystem that includes Sales Cloud, Service Cloud, Marketing Cloud, Student Success Hub, Experience Cloud, CRM Analytics, and Einstein for Service.
This leader will guide technical teams through agile/scrum practices, foster collaboration with distributed IT partners across academic and administrative units, and ensure strategic alignment with institutional priorities in areas such as student success, lifelong learning, and corporate engagement. The role also involves oversight of integrations with enterprise systems like Ellucian Banner, Slate, and Georgia Tech's Enterprise Data Warehouse, often utilizing MuleSoft, Ethos, and other tools.
Responsibilities
Job Duty 1 -
Develop and implement a comprehensive service management framework that aligns with industry best practices, such as the Information Technology Infrastructure Library, to enhance Information Technology service delivery across the institution.
Job Duty 2 -
Coordinate cross-functional teams to establish and document processes for incident management, problem management, change management, and service request fulfillment.
Job Duty 3 -
Monitor and analyze service performance metrics to ensure compliance with established service level agreements and identify opportunities for process improvement.
Job Duty 4 -
Facilitate regular meetings with stakeholders to review service performance, discuss challenges, and collaboratively develop strategies for enhancing service quality.
Job Duty 5 -
Lead training and development sessions for Information Technology staff on service management principles, tools, and techniques to promote a culture of service excellence.
Job Duty 6 -
Conduct audits and assessments of service management processes to ensure adherence to institutional policies and regulatory requirements.
Job Duty 7 -
Prepare and present reports on service management performance, trends, and improvement initiatives to senior leadership and relevant stakeholders.
Job Duty 8 -
Stay informed about emerging trends, technologies, and best practices in service management to continuously enhance the institution's Information Technology service delivery capabilities.
Job Duty 9 -
Collaborate with Information Technology teams to implement automation and technology solutions that streamline service management processes and improve efficiency.
Job Duty 10 -
Perform other job-related duties as assigned.
Required Qualifications
Educational Requirements
Bachelor's Degree in a related discipline or equivalent combination of education and experience. Advanced certification may be preferred or required.
Required Experience
Five or more years of relevant experience, including three or more years of supervisory experience.
Preferred Qualifications
Additional Preferred Qualifications
Salesforce Administrator, Sales Cloud, Service Cloud, Developer, Systems Architect and/or Solutions Architect.
Preferred Educational Qualifications
Master's Degree in related discipline or equivalent.
Preferred Experience
Six to seven years of job-related experience. Experience in higher education is a plus.
Preferred Qualifications
Certifications (Preferred):
- Salesforce Certified Systems Architect and/or Application Architect is a strong plus.
- Administrator, Sales Cloud Consultant, Service Cloud Consultant, Marketing Cloud Consultant or other relevant Salesforce or CRM certifications.
- Trailhead ranking or verifiable project experience with Salesforce ecosystem components is a plus.
- At least 3 years of direct Salesforce platform experience or equivalent CRM, including management of CRM operations, enhancements, and/or implementations.