Viewing technology in the context of work, scholarship and campus life, TTS is a university-wide service organization committed to delivering technology services that support Tufts’ mission of teaching, learning, research, and service. Understanding that IT enables innovation, TTS prioritizes holistic, human-centered design strategies to create timely and intuitive services, applications and tools that differentiate the Tufts experience.
Across our diverse and creative teams, we engage and focus our collective talent to strengthen Tufts’ strategic IT capabilities. To keep pace with our community’s emerging needs, we continue to evolve our competencies across four main families of practice, including Planning and Design, Service Delivery and Operations, Data Strategy, and Academic Technology.
Thinking and acting strategically with technology occurs through strong partnerships and an engaged community. Additionally, for technologies to take on integral meaning to our work, we also need reliable and consistent support in using them. With staff across all of Tufts’ campuses, as well as a 24x7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile community and to enable the broadest possible access.
Come join our collaborative, flexible work environment, where leadership is valued at all levels of the organization, and opportunities abound to work with leading technologies and learn new skills.
The IT Service Delivery Manager serves as a primary resource and point of contact to assigned business partners. The Service Delivery Manager will be responsible for ensuring timely execution of projects, programs and applications delivery, assessment of new opportunities, effective client management, and ensuring alignment of business and technical roadmaps for their respective areas. Primary responsibilities include effectively managing the wide variety of projects for each of their business partners; partnering closely with their business partners to identify new opportunities to enhance the service being delivered to the community; advocating the needs of their business partners to Enterprise Application department leadership; and effectively communicating changes related to the overall portfolio of technology of services that may impact a business unit. In addition, s/he will play a key role in the identification, alignment, and execution of projects related to the business objectives of their business units and help to ensure technical product roadmaps are suited to meet those goals. This position will also coordinate with other TTS groups to ensure the delivery of efficient, reliable and scalable IT services and will serve as primary contact for the IT applications, services and projects supporting assigned clients.
Bachelor’s degree or equivalent experience.
5 years of experience delivering technology support across a diverse range of IT services.
A detailed understanding of HR applications, including PeopleSoft (Payroll & Benefits), Tidal, Taleo, and other ancillary systems, their processes and capabilities.
5 or more years of experience supporting operations and management of HR business applications.
Experience across multiple IT disciplines (e.g. infrastructure, applications, end-user support, etc.).
Experience with service management practices to deliver support.
Experience managing projects through the entire systems development lifecycle.
Ability to align technical solutions with business strategy.
Strong written and oral communication skills with ability to clearly communicate to external and internal stakeholders regarding support operations and new/enhanced services. Ability to partner and adapt communication style to diverse audiences within the Tufts community.
Strong knowledge and experience with finance and/or human resources ERP systems. Basic understanding of Software Development Life Cycle (SDLC).
Proven leadership and managerial skills; results oriented; detail oriented; strong problem solving, writing, and planning skills; self-starter and ability to work efficiently and effectively in both team and independent settings.
Strong relationship management skills.
Results driven with a strong track-record of exemplifying customer service excellence.
Previous work experience in higher education.
PMP or ITIL certification.
Direct experience supporting PeopleSoft HCM application.
Direct experience supporting Taleo application.
Direct experience supporting Salesforce.
Special Work Schedule Requirements:
This position may require travel between all three Tufts campuses (Medford/Somerville, Boston, and Grafton). Occasional evening or weekend work may be necessary to conduct the responsibilities of this position. Ability to participate in a 24x7 on call rotation for major incident communication activities.
An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.
Equal Opportunity Employer – minority/females/veterans/disability/sexual orientation/gender identity.
Primary Location: United States-Massachusetts-Medford/Somerville
Job: IT (Information Technology)
Organization: Tufts Technology Services
Employee Status: Regular
Job Posting: Aug 29, 2018, 7:50:01 AM