Director, EIS Cloud Services Delivery

San Jacinto College•Pasadena, TX

3d•Hybrid

About The Position

The Director, Cloud Services Delivery serves as the technical and operational leader responsible for the service level performance, maintenance, upgrades, changes, and 24/7 technical support of the College’s Enterprise Information Systems (EIS) SaaS portfolio, including Ellucian Banner ERP and other EIS SaaS Applications. This leader manages a cross-functional and technical team ensuring high availability, performance, security, and continuous improvement of EIS SaaS applications.

Requirements

Strong understanding of cloud delivery models (ERP, SaaS, IaaS), API-based integrations, and software development lifecycles (SDLC).
Proven experience managing small-to-mid-sized IT teams (developers, support, analysts).
Ability to translate business requirements into technical solutions and manage vendor-led delivery models.
Must have excellent verbal, written communication, presentation, and documentation skills.
Bachelor’s degree in computer science or related field
Minimum five (5) years managing enterprise ERP and other SaaS enterprise applications.

Nice To Haves

Experience managing IT license optimization.
ITIL or PMP Certification

Responsibilities

Responsible for the daily operational health, production stability, identity access management, and support SLA compliance for EIS SaaS applications.
Monitors Key Performance Indicators (KPIs) that include: SaaS Application Uptime/Availability (SLAs). Mean Time to Resolution (MTTR) for support incidents. Successful deployment of system updates/upgrades without production downtime.
Lead and mentor a team that supports the scope of work in cloud services delivery.
Manage the roadmap, change plans, testing, and deployment of vendor-driven EIS SaaS updates and platform enhancements to minimize service disruption.
Act as the primary contact with EIS SaaS providers to drive service level improvements and hold vendors accountable for product performance.
Implement best practices for ITIL processes (incident management, change management, root cause analysis).
Ensure all cloud services and configurations comply with the College’s security, data management, artificial intelligence and other College policies and regulatory requirements.
Manages human resources assigned to this position. This includes: Recommend staffing and organization structure to ensure optimum service delivery Hire and train staff Staff development Ensure that performance management activities including evaluations and rating validations are completed in a timely manner Ensure that staff issues within the team are addressed in accordance with the college’s policies and procedures.
Provide executive summaries and reports for the VP of Enterprise Information Systems to inform decision-making and strategic planning.
Act as a liaison with other IT leaders, business units, and external vendors to ensure consistent reporting and transparency.
Communicate escalations, operational issues, and proposed solutions clearly.
Other duties as assigned