Manager, Relationship & Project Management - IT Solutions

The Manager of Relationship & Project Management is responsible for managing the design, implementation, and support of university-wide product, project, and relationship management experiences. They will serve as a champion and advocate for productive ITS-campus relationships and guide the division in fostering strong and collaborative partnerships between IT Solutions and TWU students, faculty, and staff. In this role, they will lead the team that guides and manages a portfolio of products, projects, and services that align to TWU's technology strategic priorities and future-state agile, digital university experience.

As a member of the IT Solutions (ITS) leadership team, the Manager of Relationship & Project Management will help lead the division in realizing its mission to empower an agile, digital university and elevate technology as a strategic institutional asset. They are expected to work with the CIO and other divisional leaders to drive cultural and technological transformation within the Office of Technology and promote a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture within ITS. 

 

ORGANIZATIONAL RELATIONSHIPS 

Reports to:   Director, Customer Service & Engagement 

Supervises:  Product Experience Owners, and Technology Project Manager 

 

ESSENTIAL DUTIES - May include, but not limited to the following: 

Management (35%) 

• Builds, supports, and expands a culture that is supportive of diversity, equity, and inclusion where employees from all backgrounds can succeed and thrive.
• Trains, coaches, and mentors employees under their supervision.
• Plans and conducts performance appraisals of employees under their supervision.
• Conducts research on emerging products, services, protocols, and standards in support of the functions within Relationship & Project Management.
• Prepares area budget and evaluates costs and performance of existing and new initiatives.
• Manages collaborative, cross-functional teams comprised of IT staff and/or business unit constituents and vendors/service providers. 

Operations (30%)

• Manages the vision and roadmap for various product portfolios in collaboration with departmental team members, campus partners, and constituent stakeholders. Leads the development and implementation of major project timelines, where appropriate.
• Designs and implements effective relationship and project management processes, including appropriate metrics and tools to report on the effectiveness of those relationships, projects, and project portfolio.
• Conducts regular reviews, priority-setting, and planning sessions with campus partners. Serves as an advocate for those priorities/plans and other partner technology needs within ITS.
• Recommends new or enhanced IT services or service bundles based on partner input and knowledge of partner needs, including aiding in the requirements gathering, service assessment, and development of services.
• In consultation with IT Solutions teams and university partners, develops and maintains ITS-general, service-specific, campus-wide, or partner-specific service level agreements (SLAs)where appropriate.
• Analyzes performance of activities within their area and documents resolutions, identifies and remediates problem areas, and devises and delivers solutions to enhance quality of area's systems and services.
• Designs and monitors request handling and escalation policies and procedures; manage the processing of incoming requests to ensure courteous, timely, and effective resolution of end user issues.
• Tracks and analyzes department and/or service trends and generate reports for internal and external audiences. 

Relationship Building (25%)

• Builds and maintains collaborative and consultative relationships with campus partners and serves as their primary point of contact for IT coordination of services, communication, planning, and assessment.
• Gains an in-depth understanding of partners' goals, strategies, processes, and requirements.
• Reports regularly to campus partners and ITS leadership on partner-related IT projects, services, and support; the delivery of services according to service level agreements; and levels of client satisfaction.
• Creates, leads, or participates in communities of practice, working groups, planning or assessment sessions, governance groups, and other collaborative efforts with key stakeholders.

ADDITIONAL DUTIES 

Participation & Support (10%)

• Maintains awareness of current practices and future trends and best p