Technology Manager

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world. 

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. All of which has allowed the UW to be nationally recognized as a “Great College to Work For” for four consecutive years.  

UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW’s IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world. UW-IT partners with the UW community to enable innovation, learning, discovery, and service. 

UW-IT Customer Service & Support (CSS) is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CSS operates the Service Center assisting the UW community; monitors and troubleshoots University systems and applications; and collaborates with UW partners to develop strategic customer solutions. CSS leads efforts on customer experience to ensure all interactions UW-IT has with customers consistently produce positive outcomes. 

UW-IT has an outstanding full time opportunity for a Technology Manager. 

The Technology Manager reports to the Assistant Director of Communications Solutions & Relationship Management and is responsible for providing oversight, management, and support for customers of services provided by or through UW-IT including telephony, transport, data networking and enterprise server and storage services. He/She leads a team of IT professionals in managing the development, design, and delivery of UW-IT services for new building construction, renovation, and maintenance projects. 

This position works within a matrixed organization, with multiple roles and team responsibilities. The successful candidate is a self-motivated, organized person who can work independently in addition to playing an integral role for the team. CSS staff collaborate across UW-IT to achieve strategic objectives. The Technology Manager implements strategies for managing highly complex technical projects and oversees service delivery. This work includes: 
 

• Representing UW-IT’s Service Portfolio 
   
• Analyzing business needs to determine customer’s IT service requirements 
   
• Integrating UW-IT service offerings into customer environments 
   
• Pursuing strategies to provide an exceptional customer experience 
   
• Building business processes and workflows to enable efficiencies 
   
• Managing the Project Services team supporting this work 

  This individual interacts with local, regional, and national service providers to facilitate incident management, request fulfillment, and problem resolutions. He/she ensures high quality by proactively contributing recommendations for improvement regarding documentation and processes for various services and tools, and contributing toward those improvements which are prioritized by service managers. 

  REQUIREMENTS: 
   

• Bachelor’s degree in computer science, information management or related field. 
   
• Minimum of five years’ experience performing progressively more complex and responsible tasks involving technical, operations and project management in a diverse and complex computing and networking environment. 
   
• Experience managing, leading and developing staff, including providing day-to-day supervision. 
   
• ITIL Foundations Certification. 

  Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. 

  DESIRED: 
   

• Demonstrated advanced project management soft skills, including tolerance for ambiguity, ability to earn the trust of stakeholders, ability to motivate team members, tenacious problem ownership, the ability to deliver bad news gracefully, and a dedication to customer advocacy. 
   
• Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities. Demonstrated ability to communicate technical subjects effectively with non-technical faculty and staff. 
   
• Demonstrated ability to oversee, plan, lead, and coordinate the activities of cross-functional project teams, and other staff working on complex IT service requests and projects. 
   
• Demonstrated ability to collaborate with diverse groups of co-workers, colleagues and customers across multiple organizations and functional areas while under the policies and constraints of a large public entity. 
   
• Ability to manage staff that are engaged in a diverse range of activities in a very visible and pressured environment. 
   
• Demonstrated experience presenting to and interacting with high-level administration, senior professionals, and executive-level management. 
   
• Demonstrated budget planning, project and resource management skills. 
   
• Working in a service-oriented organization. 
   
• Business Relationship Management Professional (BRMP) Certification is desired. 
   
• Experience integrating IT service delivery during construction projects. 
   

Knowledge of lifecycle processes and continual service improvement initiatives. 

CONDITIONS OF EMPLOYMENT: 

Work in an open office environment and contribute to collaborative team work focused on project management and problem-solving. Daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization. While the general working hours are within Monday through Friday, 8 a.m.-5 p.m., the Technology Manager will, on occasion, need to adjust hours to accommodate the business needs and deadlines. 

Application Process: 
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.  These assessments may include Work Authorization, Cover Letter and/or others.  Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.