IT Business Relationship & Service Level Manager

The Manager of Business Relationships and Service Levels will report to the Director of IT Business Operations with dotted line reporting to the Deputy Support Officer, and will operate under the guidance of both. In this role, the manager will establish and maintain business relationships between KU IT and customers in order to understand our customers and their business needs to ensure that KU IT continually meets these needs as they change over time. The manager will maintain an understanding of systems used by customers as well as systems offered by KU IT, to successfully map customer needs against existing resources. The manager will ensure that KU IT can meet the customers’ expectations before agreeing to deliver service. In addition, the manager will ensure that all current and planned IT services are delivered according to agreed-on achievable targets through a constant cycle of negotiating, agreeing, monitoring, reporting and reviewing IT service targets and achievements, and through instigation of actions to correct or improve the level of service delivered.

Job Description

• 30% - Act as consistent point of contact for KU IT to their customers – the KU business units.
• 15% - Establish, maintain and nurture business customer relationships and define a communication and collaboration protocol that best suits each customer’s specific needs.
• 15% - Maintain Customer and Service Agreement portfolios.
• 15% - Represent the needs and interests of the business units to KU IT.
• 10% - Maintaining the Edcause Membership responsibilities. Including data collection, reporting, and peer institution benchmarking.
• 10% - Establish service level agreements (SLAs) with the customers and lead service level performance reviews with the customers and service team.
• 5% - Serve as an escalation point between business partners and KU IT.

Required Qualifications

1. Bachelor’s degree in information technology, business, marketing, or related field.
2. Five (5) years of related experience and two (2) years of experience in a progressively responsible management role.
3. Knowledge of service management methodologies and willingness to pursue certification.
4. Knowledge of continuous operational improvement processes and methodologies.
5. Experience working with senior leadership to align strategies, solutions and products.
6. Experience working with customers to define and implement strategy.
7. Strong customer service skills with the ability to actively listen, elicit information, comprehend customer issues/needs and recommend solutions.
8. Strong negotiation skills as demonstrated in application materials and proven record for successfully engaging in new business strategies.
9. Excellent skills in building and maintaining customer relationships as demonstrated in previous work history.
10. Experience in developing and developing proposals to customers.
11. Excellent written and verbal communication skills as demonstrated by application materials and experience.

Preferred Qualifications

1. Experience working in a higher education environment is a strong plus.
2. Ability to interact efficiently with technical and non-technical teams with the ability to gather technical information and translate for the business and stakeholders.
3. Strong organizational skills exercising a high level of detail.
4. Ability to work independently on initiatives.
5. Strong relationship management and conflict resolution skills.
6. Demonstrates creativity, innovation and ethical thinking in applying solutions for the benefit of the customer.
7. Ability to analyze complex business challenges and impact to facilitate service delivery.
8. Experience in methodical investigation, analysis, review and documentation of business functions and processes.
9. Experience in contract management.
10. Experience in recognizing opportunities to build efficient and effective performance and explore solution strategies.

Additional Candidate Instructions

A complete application consists of:

A cover letter addressing how required qualifications are met.
Resume
3 Professional References

Incomplete applications will not be considered.

Deadline for applications is Friday June 1st, 2018

Contact Information to Applicants

Chris Crook
Director, IT
ccrook@ku.edu

Advertised Salary Range

Contingent on experience

Application Review Begins

Monday, June 4, 2018