About the Opportunity

Summary

Northeastern ITS is looking to employ an operations manager to join our Digital Studio team.  The operations manager is responsible for managing the day to day activates of operations team ensuring that appropriate and agreed service levels are achieved.  The Operations Manager will work cohesively with the Implementation Managed Services, Product Management and Development teams in the US to provide leading edge services.

Qualifications

Education

Bachelor’s degree in Business Administration, Computer Science, Math, or Engineering preferred, but not required.

Experience

·Demonstrable solution delivery experience including functional/technical ownership

·Proven business analysis and problem-solving skills

·1+ years in software development in a team environment

·Knowledge of AWS cloud platform

·Familiar with all phases of the software development lifecycle

·Expertise in test-driven development (TDD) methodology and tools

·Have worked in Agile environment (Scrum preferred)

·Familiarity with both version control (git) and one or more cloud hosting providers

·Demonstrable solution delivery experience including functional/technical ownership

·Outstanding interpersonal, communication and presentation skills

Key Responsibilities & Accountabilities

Daily Management of Digital Operations (80%)

• Manage daily / weekly operation meetings reporting on all metrics
• Manage up to 5+ direct reports
• Manage performance productivity and hold accountability for that performance.
• Ensure that service level metrics are monitored, reviewed and reported on a regular basis and that the necessary steps are taken to resolve any issues or negative trends that may be identified.
• Communicate effectively with customers, stakeholders and other colleagues at all levels.
• Responsible for ensuring compliance with SLA’s
• Responsible for ensuring compliance with quality standards to ensure the highest levels of customer satisfaction and standard of products is maintained.
• Works through engineering team to create and deliver continuous improvement activities and monitor their impact on operational metrics.
• Provide regular capacity planning trend reporting and predictive forecast models based on historical trends to senior management and customers. 
• Provide technical oversight across all operational delivery engagements to ensure adherence to promised timelines, budgetary costs and quality standards.

Team Management (20%)

• Follow university and ITS processes and policies as required. 
• Communicate required corrective action as necessary. 
• Act as the functional area expert on how to handle exceptions.
• Provide positive insight and encourage collaboration and consistency. 
• Escalate potential issues to the Director of D. Studio.
• Make recommendation for change, more efficient processes and policies.
• Work with Program and Project Management to ensure that the right technical resources are allocated at the right time, resolving any priority conflicts. Manage and plan the future resource requirements.
• Ensure that service components are supported in line with agreed standards and processes.

Position Type

Information Technology

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.  

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.  

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff.  Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. 

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other  characteristic protected by applicable law.

To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see