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California Polytechnic State University-San Luis Obispo · 1 day ago

Client Services Manager

San Luis Obispo, CA

Full-time

Onsite

Mid, Senior Level

$115K/yr - $138K/yr

5+ years exp

California Polytechnic State University-San Luis Obispo is a nationally-ranked public university known for its Learn by Doing philosophy. The Client Services Manager will focus on building strategic relationships and leading a team that provides front line support to faculty, students, and staff, while continuously improving service delivery and monitoring service levels.

Higher Education

No H1B

Responsibilities

Under the general direction of the Director of Client Services for Information Technology Services, the Client Services Manager has two main focuses: client relationships and service delivery

Client relationship focuses on the development, building, and nurturing of strategic relationships with external partners, business partners, and fellow IT leaders to create and support solutions that align with customer needs

Service delivery focuses on the leadership required to lead a team of information technologists who provide front line support to faculty, students and staff

The incumbent in this position is responsible for developing staff, monitoring service levels and striving to continuously improve framework and initiatives

Qualification

Operations team leadershipITILLean Six SigmaAgileTechnical product managementHigh quality standardsTeam buildingProblem-solving

Required

Demonstrated expertise in building and leading an effective operations team by providing work direction, service level monitoring, escalation resolution and continuous service improvement

Thorough knowledge and practice of the principles of at least one of the following: ITIL, Lean Six Sigma and/or Agile

Demonstrated skill ensuring that appropriate technical products or services are provided, maintained and enhanced

Demonstrated skill in maintaining high quality/standards of work, initiative, ethics, commitment, and professional responsibility and judgment. Ability to represent the university in a professional and conscientious manner

Skilled at building inclusive, effective teams and able to develop and empower staff to enable high performance and engagement

Demonstrated skill in reviewing and acting upon complex individual and organizational problems and making recommendations to influence change in technology policies

Bachelor's degree and five (5) years of progressively responsible supervisory experience in the area of business, technology, customer service, or a related field or equivalent combination of education and experience