IT SaaS Applications Manager

Description

We are looking for an IT SaaS Applications Manager to lead the strategy, support, and continuous improvement of enterprise software services in. This contract position has the potential to become permanent and will guide a technical team responsible for SaaS platforms, strengthen service management practices, and ensure systems support organizational priorities in a higher education setting. The role combines application leadership, vendor coordination, process governance, and performance oversight to deliver reliable, secure, and well-managed technology services.

Responsibilities:

Direct the administration, configuration, and ongoing enhancement of enterprise SaaS applications to support business and institutional objectives.

Supervise technical staff and foster consistent service delivery practices across application support, issue resolution, and operational maintenance.

Lead the rollout of new application features, workflows, modules, and system integrations while maintaining platform reliability and usability.

Establish and advance IT service management processes such as incident, problem, change, request, and knowledge management using ITIL-aligned practices.

Maintain process documentation, standards, and governance controls, and encourage adoption of standardized procedures across IT teams.

Build reporting dashboards and analyze service metrics to identify trends, improve performance, and guide prioritization decisions.

Partner with SaaS vendors to manage relationships, assess product capabilities, and recommend enhancements that increase platform value and maturity.

Deliver training and guidance to IT staff and end users on SaaS tools, service processes, and effective platform usage.

Support compliance with data privacy, security, audit, and institutional governance requirements across SaaS environments.

Monitor emerging technologies and recommend practical tools, methods, and improvements that strengthen application services and team effectiveness.

Requirements

5+ years of experience managing SaaS applications, enterprise software services, or related IT service delivery environments.
Hands-on experience with ServiceNow, including ITSM capabilities and associated modules.
Working knowledge of ITIL processes and ITSM tools, with the ability to apply structured service management practices.
Experience supporting or administering PeopleSoft, including PeopleSoft Campus Solutions, is strongly preferred.
Demonstrated ability to lead technical teams, mentor staff, and coordinate work across multiple stakeholders.
Strong background in vendor management, service performance reporting, and continuous improvement initiatives.
Understanding of governance, security, compliance, and business process alignment within complex organizations.
Excellent communication and training skills, with the ability to support both technical teams and end users effectively.

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