OverviewThis position is responsible for serving as the primary IT interface for several of Princeton University's functional partner relationships. It is accountable for managing the delivery of IT services and operational maintenance of the application portfolios for these clients. This role also has responsibility for managing the space and property management systems for Facilities on behalf of the University. This role is part of Facilities Information Technology (FIT), which is a unit of Facilities Finance and Administrative Services (FFAS) and provides services to Princeton's 800+ person Facilities organization.
The Manager is expected to: Provide leadership, management, and administration to ensure effective, efficient delivery for key functional partner groups throughout Facilities and the University. Strengthen processes, secure and deploy resources, and issue resolution. Direct internal/external resources to ensure the development, maintenance, and operational effectiveness of applications supported by the team. Work closely with key stakeholders to ensure that IT related priorities are aligned with functional partner priorities and needs.
This is a hybrid role.
ResponsibilitiesService Delivery & Portfolio Management- Ensure end-to-end delivery of technical solutions and seamless operational support associated with the various applications with the FIT portfolio.
- Clearly and concisely communicate the progress of portfolio initiatives stakeholders.
- Respond to after-hours alerts, incidents, and outages as part of the on-call support rotation.
- Maintain external IT service contracts.
- Provide oversight and guidance to application technology support resources. Ensure an accurate and effective operational environment - processes, technology and IT team.
- Partner with senior IT department leadership on the roadmaps for automating work and improving system reliability.
- Champion department policies, procedures and methodologies and ensure appropriate understanding of respective functional business areas.
- Maintain an awareness of new software products to facilitate migration to and use of emerging technology. Proactively design, explore, research and benchmark solutions.
- Participate in other special projects, duties, and assignments as required.
Team Management- Manage staff, provide technical direction, and make assignments of daily work supporting reliable and secure operation of Facilities managed applications.
- Develop continuous learning plans for FIT direct reports to keep technical skills current.
- Build technical expertise for self and staff in technical application operations and integrations.
- Serve as escalation for application technical issues and guide team members to resolve or to escalate to OIT and external partners as necessary.
Campus Partnership and Community Engagement- Consult with Facilities and campus partners on their technology needs and on potential service quality improvements. Assist with the assessment of technologies and proposal for technical solutions.
- Serve as a trusted advisor for stakeholders and executive sponsors. Understand business needs and implement IT and process solutions that meet the needs. Develop and maintain strong relationships with functional areas and associated IT delivery partners.
- Collaborate with Office of Information Technology and other campus partners to bring about continual service improvement.
- Lead audit compliance processes for Facilities applications, working with the Office of Audit and Compliance.
Qualifications- 5+ years of technical oversight of multiple applications in varying complexity.
- Demonstrated experience in technical planning, development, and delivery of projects and change management is required.
- Proven ability to define, influence and communicate technical direction, to make decisions, to be driven and work autonomously as well as lead direct report(s) to ensure successful implementation of solutions.
- Ability to develop ideas and communicate effectively with diverse audiences having varied levels of technical proficiency.
- Superior interpersonal, excellent communication and leadership skills along with strong management, supervisory, prioritization and organizational skills are essential.
- Excellent oral and written communication skills.
- Experience with common project management methodologies (i.e. SDLC, Waterfall, Agile).
- Ability to handle multiple high-priority projects and re-prioritize workloads to meet changing business needs.
- Experience with IT Service Management with vision to optimize procedures and processes.
- Proven ability to understand new systems beyond areas of expertise and to understand interactions of technologies.
- Ability to work on-call and after-hours, as required, to support critical life safety systems
- Education: Bachelor's degree in information technology, other related field, or equivalent work experience.
Preferred Qualifications:- Experience in higher education or a related/equivalent organization is highly desirable with preferred experience in work order management, space and/or critical life safety systems.
- Project Management experience
- Familiarity with ServiceNow or other ITSM Tool.
Standard Weekly Hours36.25
Eligible for OvertimeNo
Benefits EligibleYes
Probationary Period180 days
Essential Services Personnel (see policy for detail)No
Physical Capacity Exam RequiredNo
Valid Driver's License RequiredNo
Experience LevelDirector
#LI-JJ1
Salary Range$145,000 to $160,000
