Manager- Service Delivery

Georgia Institute of Technology•Atlanta, GA

32d

About The Position

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

Requirements

Bachelor's Degree in Business Information Systems, Business Administration, Computer Science, or equivalent combination of education and experience
Must possess or be able to obtain state of Georgia license within one year
Six to seven years of job related experience

Nice To Haves

Project Management Principal and IT Service Management Certification
Master's Degree
3+ years managing teams that include full-time staff and student assistants.
3+ years of experience with UI/UX design, including information architecture, graphic design, and usability testing.
3+ years of experience with CMS platforms such as Drupal, WordPress, or CampusPress.
3+ years managing teams that include full-time staff and student assistants.
3+ years of experience with UI/UX design, including information architecture, graphic design, and usability testing.
3+ years of experience with CMS platforms such as Drupal, WordPress, or CampusPress.
Bachelors degree or higher preferred.
Certified Web Accessibility Specialist (CWAS) or IAAP CPACC
ITIL 4 Foundation or Managing Professional
Certified ScrumMaster (CSM) (recommended for Agile leadership)
Familiarity with ITIL/ITSM concepts and service delivery frameworks.
Experience with scripting languages such as JavaScript, HTML, and CSS.
Experience with Web Services including REST, SOAP, and JSON.
Skilled in Adobe Photoshop, Illustrator, and modern prototyping tools (e.g., Figma, Adobe XD).
Understanding of digital marketing strategies, SEO, and analytics tools (Google Analytics, Tag Manager).
Agile & Scrum Methodologies: Sprint planning, backlog management, and daily standups.
Accessibility Expertise: WCAG 2.1 compliance, accessibility audits, and remediation using tools like axe, WAVE, or Siteimprove.
Web Technologies & CMS Platforms: Drupal, CampusPress (WordPress), Cascade, and ServiceNow Content Publishing.
Cross-functional Coordination: Ability to manage vendor relationships and collaborate across technical and non-technical teams.
Governance & Compliance: Enforce branding, security, and accessibility standards.
Organizational Skills: Prioritize multiple projects and communicate effectively with leadership.
Supervise and mentor developers and student assistants, fostering an inclusive work environment.
Oversee intake, prioritization, and execution of web development projects for campus services and administrative units.
Implement Agile methodologies for project delivery and continuous improvement.
Ensure adherence to WCAG 2.1 accessibility standards and institutional branding guidelines.
Integrate user-centered design principles through research, usability testing, and iterative improvements.
Provide guidance on CMS platforms and front-end development standards.
Act as liaison between technical teams and campus stakeholders to align solutions with organizational goals.
Communicate project status, risks, and deliverables effectively to leadership and clients.
Collaborate with cybersecurity teams to ensure compliance with institutional security policies.

Responsibilities

Formulate and administer policies and programs related to information technology systems.
Lead the planning, implementation, and tracking of initiatives to drive continuous service and process improvement for assigned service domains.
Generate relevant solutions for program stakeholders where the focus is value, functionality, convenience, and effectiveness.
Participates with other senior managers in establishing strategic and operation plans, approaches, and objectives for unit/division.
Oversee projects and coordinate personnel and actions required to meet customer commitments and deadlines.
Leverage program management tools and processes to assign work, manage delivery, measure results, and produce reports in accordance with established service legal agreements.
Maintain advanced knowledge of industry best practices, solution methodologies, and emerging technology trends.
Establish and implement standard processes and procedures for all service domains.
Mentor and coach staff and ensure their professional development through continuing education and professional affiliations/associations.
Perform other duties as assigned