Senior Technology Experience Program Manager, Technology Experience & Community

Boston University • Boston, MA

3d

About The Position

Boston University's Information Services & Technology (IS&T) seeks an experienced project leader for strategic initiatives across Technology Experience & Community (TEC). The role is accountable for delivering complex projects spanning multiple services, maintaining service roadmaps that inform leadership decisions, and ensuring new or changed services are ready for production support. The position reports to the Assistant Vice President for TEC and works with service owners, the Service Management Office (SMO), enterprise architecture, and University stakeholders.

TEC delivers enterprise technology services used by students, faculty, and staff, including desktop computing, email and calendaring, collaboration platforms, campus safety systems, audio/visual services, printing, telephony, and classroom technology. The role leads projects from planning through completion, supports business and functional analysis, and partners with operational and technical teams on solution design, service transition, and continuous improvement. Boston University IS&T also promotes staff learning and professional growth through learning sessions, online courses, community events, and opportunities to engage with NERCOMP and EDUCAUSE.

Requirements

• Bachelor's degree, or an equivalent combination of education and experience.
• At least 7 years of progressive experience in information technology or a related field, including at least 5 years managing technology projects from start to finish.
• Record of delivering several concurrent projects involving multiple teams and dependencies in a complex organization.
• Experience in requirements gathering, process analysis, and solution definition.
• Working knowledge of IT service management practices, including service design and transition to operations.
• Excellent written and verbal communication, including executive-level status reporting and roadmap presentations.
• Experience working with architects and engineers on solution design and integration planning.

Nice To Haves

• Project Management Professional (PMP) certification or equivalent.
• ITIL 4 Foundation certification.
• Experience in a large, matrixed, or decentralized organization, such as corporate, health care, or higher education.
• Background in enterprise end-user technology services such as endpoint computing, collaboration platforms, AV, or unified communications.

Responsibilities

• Lead complex TEC projects from planning through completion, delivering on schedule, within scope, and to agreed quality standards while proactively addressing risks and dependencies.
• Maintain accurate service roadmaps and portfolio reporting to support TEC leadership planning, prioritization, and decision-making.
• Lead business and functional analysis, translating requirements and workflows into clear technical or process solutions.
• Partner with the Service Management Office to transition projects to operations with complete documentation and support readiness.
• Collaborate with service owners, enterprise architecture, technical teams, and University stakeholders on solution design and continuous service improvement.
• Work independently with sound judgment and accountability, escalating issues early with a recommended course of action.

Benefits

• Paid intersession break and 13 paid holidays, in addition to PTO and leave policy.
• University-funded retirement plan with full vesting after 2 years of eligible service.
• Competitive tuition assistance program for employees and family members.
• Staff learning opportunities, including lunch and learn sessions and an extensive library of online courses.
• Events arranged by the Fun Advisory Board and opportunities to engage with peers at NERCOMP and EDUCAUSE events.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior