Manager-Service Management

Overview
Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech
Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's Mission and Values
Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:
1. Students are our top priority.
2. We strive for excellence.
3. We thrive on diversity.
4. We celebrate collaboration.
5. We champion innovation.
6. We safeguard freedom of inquiry and expression.
7. We nurture the wellbeing of our community.
8. We act ethically.
9. We are responsible stewards.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

The Office of Information Technology (OIT) provides information technology leadership and support to the Georgia Institute of Technology, working in partnership with academic and business units to meet the unique needs of a leading research university. OIT serves as the primary source of enterprise-wide information technology and telecommunications services in support of students, faculty, staff, and researchers.

The Manager of Service Management is responsible for for overseeing the development and implementation of service management frameworks that enhance the delivery and support of Information Technology services across the institution. This role involves collaborating with cross-functional teams to optimize processes, ensure compliance with industry standards, and promote a culture of continuous improvement. By aligning Information Technology services with the academic and administrative needs of the institution, the Service Management Manager ensures that technology resources are effectively utilized to support student success and institutional objectives.

The Senior Manager, CRM Service Management plays a key leadership role in Georgia Tech's Office of Information Technology (OIT), overseeing the delivery, operations, and continuous improvement of enterprise CRM solutions primarily Salesforce. Reporting to the Senior Director of CRM Services, this role manages a hybrid team of full-time staff and contractors to support and evolve a robust Salesforce ecosystem that includes Sales Cloud, Service Cloud, Marketing Cloud, Student Success Hub, Experience Cloud, CRM Analytics, and Einstein for Service.

This leader will guide technical teams through agile/scrum practices, foster collaboration with distributed IT partners across academic and administrative units, and ensure strategic alignment with institutional priorities in areas such as student success, lifelong learning, and corporate engagement. The role also involves oversight of integrations with enterprise systems like Ellucian Banner, Slate, and Georgia Tech's Enterprise Data Warehouse, often utilizing MuleSoft, Ethos, and other tools.

Job Duty 1 -
Develop and implement a comprehensive service management framework that aligns with industry best practices, such as the Information Technology Infrastructure Library, to enhance Information Technology service delivery across the institution.

Job Duty 2 -
Coordinate cross-functional teams to establish and document processes for incident management, problem management, change management, and service request fulfillment.

Job Duty 3 -
Monitor and analyze service performance metrics to ensure compliance with established service level agreements and identify opportunities for process improvement.

Job Duty 4 -
Facilitate regular meetings with stakeholders to review service performance, discuss challenges, and collaboratively develop strategies for enhancing service quality.

Job Duty 5 -
Lead training and development sessions for Information Technology staff on service management principles, tools, and techniques to promote a culture of service excellence.

Job Duty 6 -
Conduct audits and assessments of service management processes to ensure adherence to institutional policies and regulatory requirements.

Job Duty 7 -
Prepare and present reports on service management performance, trends, and improvement initiatives to senior leadership and relevant stakeholders.

Job Duty 8 -
Stay informed about emerging trends, technologies, and best practices in service management to continuously enhance the institution's Information Technology service delivery capabilities.

Job Duty 9 -
Collaborate with Information Technology teams to implement automation and technology solutions that streamline service management processes and improve efficiency.

Job Duty 10 -
Perform other job-related duties as assigned.

Educational Requirements
Bachelor's Degree in a related discipline or equivalent combination of education and experience. Advanced certification may be preferred or required.

Required Experience
Five or more years of relevant experience, including three or more years of supervisory experience.

Additional Preferred Qualifications
Salesforce Administrator, Sales Cloud, Service Cloud, Developer, Systems Architect and/or Solutions Architect.

Preferred Educational Qualifications
Master's Degree in related discipline or equivalent.

Preferred Experience
Six to seven years of job-related experience.

Experience in higher education is a plus.

- Salesforce Certified Systems Architect and/or Application Architect is a strong plus.

- Administrator, Sales Cloud Consultant, Service Cloud Consultant, Marketing Cloud Consultant or other relevant Salesforce or CRM certifications.

- Trailhead ranking or verifiable project experience with Salesforce ecosystem components is a plus.

- At least 3 years of direct Salesforce platform experience or equivalent CRM, including management of CRM operations, enhancements, and/or implementations.

The budget for this position is $151,700
Location: Atlanta, GA

ABILITIES
Experienced ability to collaborate with stakeholders on large-scale technical projects, strong ability to develop strategies, analyze and manage data, and influence decisions without direct authority.

KNOWLEDGE
Strong knowledge in architectural principles of cloud-based platforms, modeling, data architecture, and integrations; advanced knowledge in application of query language, web development tools relational databases, structured programming, and software development life cycle. Experience in higher education is a plus.

SKILLS
Strong leadership, verbal and written communications, collaboration, problem-solving, and program/project management skills. Solid skill set in implementing technical best practices.

- Deep understanding of Salesforce platform capabilities, including configuration, automation, data management, reporting, and system integration.

- Working knowledge of agile methodologies, IT service management, and product lifecycle practices.

- Familiarity with higher education or similarly complex, distributed organizations is beneficial.

- Excellent leadership and coaching skills with demonstrated ability to develop high-performing teams.

- Strong interpersonal and communication skills for engaging both technical staff and non-technical stakeholders.

- Skilled in managing vendor relationships, procurement processes, and technical partnerships.

- Ability to translate business needs into technology strategies and solutions.

- Able to manage competing priorities in a dynamic environment with evolving stakeholder needs.

- Capable of driving organizational change, influencing decisions, and fostering innovation.

- Adept at strategic planning, roadmap development, and aligning technical services with institutional goals.

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

More information on these policies can be found here: https://www.usg.edu/policymanual/section6/c2714 Board of Regents Policy Manual | University System of Georgia (usg.edu).

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
This position does not require security clearance.

This position may require the candidate of choice to come into the office/campus. For remote, Telework, or Hybrid requests, employees must submit a request and receive approval from their manager, department head, and GT Human Resources. Travel is not an expense at GT / department expense.

Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening