Enterprise Productivity and Collaboration Tool Service Manager

JOB POSTING
Applicants must have current work authorization when accepting an ITS staff position. We are unable to sponsor or take over sponsorship of an employment Visa for staff.
How To Apply
For full consideration, applicants should attach their resume and cover letter when applying for a job opening. For guidance related to the application process or if you are experiencing difficulties when applying, please review the Applicant Resources on our website.
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INITIAL REVIEW DATE (IRD)
UC Santa Cruz jobs are posted until filled. All application materials submitted by 11:59 pm on the IRD will be routed to the hiring team for consideration. NOTE: Applicants who miss the IRD are still encouraged to apply; their materials will still be forwarded for consideration if requested by the hiring team. Application materials cannot be accepted outside of the jobs portal. Applications cannot be edited on an applicant's behalf. For more information about the IRD and the applicant review process, view this link.
The IRD for this job is: 11-09-2026
About Uc Santa Cruz
UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.
Department Overview
Information Technology Services (ITS) is the center for IT services and support at UC Santa Cruz. We are a team of diverse, enthusiastic people with a mission to deliver exceptional, modern, accessible, and secure technology services and support to nearly 25,000 students, faculty, and staff. We are constantly striving to meet the evolving needs of our campus while fostering a culture that embraces the rich variety of perspectives and experiences within our community.
We are looking for people who are curious, hard-working, resourceful, kind, and committed to inclusion. We strive to continually improve service quality, experience, and value for UC Santa Cruz students and employees, and are in search of people who can help our team continue to meet that goal. ITS is committed to strengthening our internal values of equity, work-life balance, and fostering a supportive culture. Prioritizing career paths is important to us and we devote resources to skill and professional development for our staff. We encourage you to apply, even if you do not believe you meet every qualification for the position but possess transferable skills and experience.
University of California offers competitive benefits including Medical, Dental & Vision Care Insurance Plans, University of California (UC) retirement, Paid Family Leave, and Paid Holidays plus accrued vacation and sick leave. Visit the UC benefits page for more information at UC Compensation and Benefits.
Job Summary
This position applies advanced IT professional concepts and campus objectives to identify solutions to highly complex issues and client requirements across multiple areas of information technology specialization. This position independently researches and recommends solutions that require an in-depth evaluation of variable functional, technical, process, and policy factors.
The successful candidate is a versatile IT professional capable of straddling IT service management, technical project management, strategic application oversight, and client engagement. They build strong relationships with stakeholders across all levels of the university, facilitate user communities of practice, serve as a strategic bridge between clients, vendors, and technical teams, and manage services with campus-wide impact. Leveraging deep technical comprehension of application architecture, system configurations, and code modifications, they critically evaluate technical options and direct technical teams in delivering solutions. This role takes independent responsibility for service, project, and application portfolio governance to ensure the stability, security, and functional fit of enterprise SaaS applications while collaborating within a service team to achieve shared portfolio goals.
APPOINTMENT INFORMATION
Budgeted Salary: $121,280 - $130,788/year. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.
Benefits Level Eligibility: Full benefits
Schedule Information
Full-time, Fixed
Percentage of Time: 100%, 40 Hours per Week
Days of the Week: Mon-Fri
Shift Includes: Day
Employee Classification: Career appointment
Job End Date: None
Work Location: Remote
Union Representation: TX Union
Job Code Classification: 006662 (INFO SYS ANL 4 TX)
Travel: Never or Rarely
Job Duties
35% - Service Management
Independently manage multiple, highly complex service offerings and portfolio components using professional judgment and expertise to plan, execute, and evolve services in alignment with organizational vision and goals.
Develop and manage the service lifecycle and roadmap in consultation with ITS leadership and functional specialists to deliver value for clients, including service definition and design, service catalog management, user experience research, service benchmarking, service transition, and service retirement activities.
Identify, evaluate, and recommend new technology solutions and service capabilities, drafting proposals, reports, and strategic recommendations for ITS and campus leadership to drive campus-wide adoption.
Manage vendor relationships, including coordinating contract reviews, researching new vendors and technologies for a service, and managing vendor escalation pathways for complex issues.
Ensure compliance with information security policy, FERPA, ADA, and other higher-education regulations affecting IT services and user data.
Manage service delivery activities to produce desirable outcomes for clients, as measured by client satisfaction.
Act as a strategic bridge, engaging clients and stakeholders across all levels of the organization to maintain a broad understanding of evolving campus needs, proactively identify service gaps, and build collaborative communities of practice.
Manage service levels and capacity, including establishing, updating, and monitoring Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and business continuity plans for critical services.
Monitor service performance and drive continuous improvement by defining, reviewing, and reporting key metrics and conducting regular strategic and operational reviews with stakeholders and the Service Desk.
35% - Project Management
Serve as technical project manager for multiple, complex projects with campus-wide scope and impact, leveraging established project methodologies (e.g., Agile, Hybrid, Waterfall).
Lead cross-functional technical and client teams, defining roles, fostering collaboration, and maintaining momentum to assure successful project outcomes.
Develop comprehensive project plans, including work breakdown structures (WBS), financial forecasts, and resource requirements.
Define, manage, and communicate project deliverables and priorities derived from technical, functional, and process requirements.
Proactively identify, analyze, and mitigate project risks and dependencies to minimize impact on scope, schedule, and budget.
Apply industry project management standards, department policies, and governance frameworks.
Report to project leadership, create and present project charters for approval, set stakeholder expectations, and escalate key issues or scope changes requiring leadership action.
Align activities and expectations among clients, project leadership, engineers, and vendors through transparent and timely communication throughout the project lifecycle.
Plan and direct key project stages from needs assessment and solution evaluation through design, implementation, quality assurance (QA), user acceptance testing (UAT), and release.
Ensure smooth transition of new services or features into the ongoing Service Management framework, including operational readiness reviews and operational handoffs.
20% - Application Management
Provide strategic application management and technical oversight for a portfolio of complex and evolving enterprise SaaS applications, partnering with technical teams to direct configuration strategies, access models, and operational workflows.
Proactively monitor and evaluate evolving application feature sets, vendor release roadmaps, and emerging SaaS capabilities to assess functional/technical viability, determine adoption strategy, and guide phased feature rollouts.
Leverage a deep, foundational comprehension of complex system configurations, application architecture, and code modifications to critically evaluate technical options, anticip

Work arrangement
Yes