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    Service Manager - Seattle, United States - University of Washington

    University of Washington
    University of Washington Seattle, United States

    3 weeks ago

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    Description


    As a University of Washington (UW) employee, you have a unique opportunity to change lives on our campuses, in our state and around the world.

    UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world.

    UW is committed to attracting and retaining a diverse staff, and your experiences, perspectives and unique identity will be honored at the UW.

    Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.


    UW Information Technology (UW-IT) is the central IT organization for the University of Washington (UW), providing critical technology support to all three campuses, UW medical centers, and global research operations.

    Data & Applications (D&A) is the division in UW-IT that runs the university's academic and business systems, productivity platforms, enterprise integrations, learning analytics and data for decision-making and is also responsible for the accessibility of UW's digital resources.

    Teaching & Learning Systems evaluates, develops, integrates, and supports technologies that enable others to teach, learn, and innovate. These solutions and applications are used by students, faculty, staff, researchers, clinicians, and external partners.


    Given the importance of service management and the focus on the product lifecycle in UW-IT, along with the number of products and services supported by Teaching & Learning Systems (T&LS), we are seeking a Service Manager (SM) to oversee the design, operations, and continuous improvement of key services and products.


    The SM will serve as product manager for services and applications, such as the MyUW portal and JupyterHub for Teaching, that are developed and operated by T&LS.

    As maintaining a product vision and roadmap aligned with university and UW-IT strategic priorities, and leading agile development team(s) to enhance and improve the services.

    The SM will work with engineers, designers, researchers, and other UW-IT colleagues to sustainably operate services.

    The SM will work with the Director and colleagues to implement consistent service management practices, including request, incident and change management, and security, privacy, and accessibility standards.

    They will collaborate with colleagues to create and implement communication plans, connect with campus partners and end users to assess user needs and service health, and manage key vendor relationships.


    REQUIREMENTS:
    Bachelor's Degree in Informatics, Communications, Management and Organization, Information Systems, or relevant field or equivalent experience.


    Four years' experience with service, project, or program management, including knowledge of the service or project lifecycle; ability to plan and move a project to completion; facilitation of team communication and collaboration; and experience balancing and allocating staff resources across multiple, competing projects.

    Demonstrated ability to manage technical projects within a team environment.

    Experience leading an agile software development team or other iterative software development process.

    Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.


    Demonstrated experience managing a diverse range of activities across multiple projects or efforts and exercising independent judgement in resolving problems.


    DESIRED:
    Experience in higher education with information and educational technologies.

    Familiarity with UW systems, policies, and academic programs.


    Demonstrated experience with a variety of research and analysis techniques, ideally including a mix of both quantitative and qualitative methods for understanding and documenting end-user and business owner requirements.

    In-depth understanding and working knowledge of various software development and service management methodologies/concepts (e.g. Agile, Kanban, ITIL.)

    Ability to work effectively in a highly collaborative team environment.

    Familiarity with user research, user-centered design, and interviewing methods.


    CONDITIONS OF EMPLOYMENT
    Hybrid, open office environment.


    While the general working hours are within Monday through Friday, 8 am - 5 pm, the position has a great deal of scheduling and location flexibility to help the SM manage non-work commitments.

    The SM must at times be willing to adjust hours to accommodate the needs of staff, colleagues, clients, and stakeholders.

    Events that will occur outside the normal work schedule include, but are not limited to, incident response, meetings with staff, clients, or stakeholders.

    This position has regular stringent deadlines revolving around the academic calendar that may require extended work hours.


    We encourage SM applicants to apply even if they do not feel they satisfy all of the skills listed above; we understand that it will take some time for the successful applicant to strengthen technical skills where needed, to learn about the many UW-IT, campus, and vendor collaborators, and to develop an understanding of the UW technical environment itself.

    The SM will join a supportive team that will partner with them in these efforts; we are an open, ethical, highly engaged and collaborative community based on trust, transparency and mutual respect.

    We believe in the importance of quality of life, embracing diversity, making a difference, and having fun.

    This is an essential position and is required to report to work remotely when UW suspends operations.

    Application Process:

    The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.

    These assessments may include Work Authorization, Cover Letter and/or others.

    Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position".

    Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your "My Jobs" page.

    If you select to take it later, it will appear on your "My Jobs" page to take when you are ready.

    Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

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