Manager- Service Delivery

Job Summary

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.

Preferred Skills:

Preferred Skillset: Service Delivery Manager Digital UX & Product Design

Team Leadership & Project Coordination

Experience managing teams that include full-time staff and student assistants.

Strong skills in mentoring, task delegation, and performance oversight.

Proven ability to coordinate multiple projects and align deliverables with institutional priorities.

Digital Experience & Accessibility

Knowledge of WCAG 2.1 accessibility standards, with a demonstrated ability to implement and maintain compliance across web platforms.

Experience conducting accessibility audits, resolving issues, and embedding accessibility into design and development processes.

Familiarity with accessibility testing tools such as axe, WAVE, or Siteimprove.

Web Technologies & CMS Platforms

Proficiency in Drupal, CampusPress (WordPress), and ServiceNow Content Publishing, including site architecture, content workflows, and plugin/module management.

Ability to collaborate with developers and designers to deliver accessible, scalable, and user-friendly web solutions.

Design & Creative Tools

Skilled in Adobe Photoshop, Illustrator, and modern prototyping tools (e.g., Figma, Adobe XD).

Strong visual design sensibility with a focus on usability, accessibility, and institutional branding.

Digital Marketing & Analytics

Understanding of digital marketing strategies, including SEO, social media engagement, and content strategy.

Experience with Google Analytics or similar platforms for tracking user behavior and optimizing digital experiences.

Service Delivery & Stakeholder Engagement

Skilled in gathering requirements, defining scope, and delivering digital products aligned with user needs and institutional goals.

Familiarity with service delivery frameworks (e.g., ITIL) and continuous improvement methodologies.

Excellent communication and collaboration skills across technical and non-technical audiences.

Responsibilities

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

Required Qualifications

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

Preferred Qualifications

Additional Preferred Qualifications

Project Management Principal and IT Service Management Certification

Preferred Educational Qualifications

Master's Degree

Knowledge, Skills, & Abilities

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.