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IT Infrastructure Service Manager

New

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Information Technology Services

\xf0\x9f\x93\x85 \xee\x9c\xa4 \xee\x9c\xb8 \xee\x9c\x8a 3 hours ago Post Date

\xf0\x9f\x93\x85 \xee\x9c\xa4 \xee\x9c\xb8 \xee\x9c\x8a 100428 Requisition #

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Job Summary:

The Service Manager is a member of the Stanford University IT Infrastructure (ITI) organization reporting to the Director of ITI Services. The ITI Service Manager is part of an agile team that collaborates with engineering, and support teams to help manage the portfolio of technology and services offered to Stanford University, Stanford Linear Accelerator Center, Lucile Packard Children\xe2\x80\x99s Hospital and Stanford Healthcare clients. The successful candidate plays an integral part in being the intermediary between the clients and the ITI organization.

The expected pay range for this position is $124,000 \xe2\x80\x93 150,000 per annum.
Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website ( ) provides detailed information on Stanford\xe2\x80\x99s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

Responsibilities:

- Acts as a single point of contact between UIT and the customer
- Develops relationships with clients and organizations to facilitate assessments of their technology and service needs
- Intakes new service requests
- Coordinates and facilitates the development and execution of statements of work
- Ensures customer/business, client, support, technical parties are represented in the definition and evolution of services.
- Establishes client and revenue goals, and tracks progress and other performance metrics for projects, support, and services to ensure client satisfaction; and works with staff to meet client needs and service standards
- Fosters continuous improvement by promoting processes, methodologies, and/or tools to ensure customer success
- Acts as the point of contact for client escalations related to the delivery of ITI services
- Use data to drive decision-making, measure outcomes, and identify opportunities for improvement
- Maintains familiarity with current and upcoming ITI systems, applications and services

Qualifications:

- Bachelor\xe2\x80\x99s Degree in a relevant technical field and 5+ years of service management, or an equivalent combination of education and experience
- Excellent interpersonal skills, including the ability to build and cultivate strong relationships and work effectively with diverse groups including business and technology stakeholders and peer groups

- Strong professional commitment to the success of the client along with a comprehensive understanding of how to enable that success through information, technology and business management
- Experience developing or expanding service offerings that result in value-driven results for ITI and the clients
- Demonstrated excellent oral and written communication skills, with the ability to share information effectively and confidently to internal and external audiences of varying levels of technical knowledge
- Strong problem solving and troubleshooting skills
- Works effectively and collaboratively with minimum direction
- Ability to manage multiple competing priorities and work under pressure in high stress and/or ambiguous situations
- Experience with management of services for higher education and healthcare client environment.

Desired Qualifications:

- Familiarity with telephony infrastructure e.g. software licensing, handsets, phone lines
- Vendor management
- Inventory management

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Additional Information

• Schedule: Full-time
• Job Code: 4773
• Employee Status: Regular
• Grade: K
• Requisition ID: 100428
• Work Arrangement : Remote Eligible

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Equal Opportunity

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Equal Opportunity

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

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