IT Performance Manager

Austin Community College Austin, TX Full-time Information Services / Technology (IT)

Posted on April 15, 2024

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IT Performance Manager

Austin Community College

Job Posting Closing Times: Job postings are removed from advertising at 12:00 A.M. on the closing date e.g., at midnight on the day before the closing date.

If you are a current Austin Community College employee, please click this link to apply through your Workday account.

Austin Community College is a public two-year institution that serves a multicultural population of approximately 41,000 credit students each Fall and Spring semester. We embrace our identity as a community college, as reflected in our mission statement. We promote student success and community development by providing affordable access, through traditional and distance learning modes, to higher education and workforce training, including appropriate applied baccalaureate degrees, in our service area.

As a community college committed to our mission, we seek to recruit and retain a workforce that:

Values intellectual curiosity and innovative teaching
Is attracted by the college's mission to promote equitable access to educational opportunities
Cares about student success and collaborates on strategies to facilitate success for populations including; first generation college students, low-income students, and students from underserved communities.
Focused on student academic achievement and postgraduate outcomes
Welcomes difference and models respectful interaction with others
Engages with the community both within and outside of ACC

Job Posting Title:
IT Performance Manager

Job Description Summary:
This role is responsible for the creation and maintenance of IT service management processes, standards and metrics. Under the direction of the Manager of the IT Business Office (ITBO), the
IT Performance Manager will work with the leaders of various technology teams to establish service catalogs, determine service level agreements (SLAs) and organization level agreements (OLAs). The Performance Manager will also own the implementation and maintenance of the organization's IT Service Management (ITSM) solution. The purview of the IT Performance Manager will be internal IT team service management as well as service management for the
broader IT department as it serves the entire district.

Job Description:

Description of Duties and Tasks

Working with the Manager of ITBO to establish and maintain a formal performance management function.
Working with IT leadership to update the service catalog for the department, update SLAs and build out internal and external reporting on IT performance with regard to operational services.
Working with IT team leaders to create or update team-level service catalogs, SLAs and build out team and department level performance reports.
Implementing a robust enterprise ITSM solution.
Standardizing and maintaining appropriate use of the ITSM solution across teams including reporting.
Continually reviewing and refining service level agreements.
Coordinating with team leaders to ensure high performance standards by:
Determining the need to adjust staffing levels as needed
Determine training needs
Organizing training programs for team members across the department
Updating IT service management processes
Adjusting the IT department service catalog or that of team within IT as appropriate
Determining where the use of 3rd party service providers is appropriate to augment internal capabilities
Measure, Report and Analyze KPIs and Metrics associated with IT services. Create or update reports to support these measures.
Manage changes to the ITSM tool
Proactively strives to increase ITSM process maturity level
Work closely with the business teams to ensure efficient and secure audit processes in the ITSM tool.

Knowledge/ Skills

Strong influencing skills with proven ability to work across teams and get tangible results
Very strong knowledge of typical technology service models
General knowledge of IT service management processes and procedures
Knowledge of industry standard ITSM tools using both on-premises (on-prem) and Software as a Service (SaaS) models
An excellent grasp of IT performance measures (SLAs, OLAs, etc.) and how they should be set and refined to ensure measurable IT performance
Proven ability to build and deploy dashboards and other tools for reporting on performance to a broad audience
A solid understanding of IT dependent business needs and the best ways to measure effectiveness of IT services models for effective business use
Must be poised, well-spoken and a strong overall communicator who is able to work with both external and internal partners and stakeholders
Must possess required skills and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Maintaining an established work schedule.
Effectively using organizational and planning skills with attention to detail and follow-through.

Required Work Experience

Two years related work experience.

Preferred Work Experience

5 or more years experience managing a service related IT department (people processes, and technology - example, managing Help Desk)
7 or more years experience working in an IT organization with responsibility for maintaining predetermined IT service levels and publishing IT performance reports
Experience managing or working closely with IT teams not directly involved with basic operational service management such that there is a strong understanding of their processes (example, project managers, IT business analyst, etc.)

Required Education

Bachelor's degree.

Special Requirements - Licenses/Certifications:

ITIL Certification Preferred
Must have a valid driver's license for local Austin area travel.

Physical Requirements

Work is primarily performed in a standard office environment.

Salary Range

$85,239 - $106,548

Number of Openings:
1

Job Posting Close Date:
April 29, 2024

Clery Act

As required by the US Department of Education, employees are required to report violations under Title IX and, under the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act), select individuals are required to report crimes. If this position is identified as a Campus Security Authority (Clery Act), you will be notified, trained, and provided resources for reporting.

Disclaimer

The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it an all-inclusive list of the skills and abilities required to do the job. Duties and responsibilities may change with business needs. ACC reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Employees may be required to perform other duties as requested, directed, or assigned. In addition, reasonable accommodations may be made by ACC at its discretion to enable individuals with disabilities to perform essential functions of the job.

To apply, please visit: https://austincc.wd1.myworkdayjobs.com/en-US/External/job/Highland-Campus/IT-Performance-Manager_R-5926

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