Senior Manager, AV Technologies

Working closely with Senior Leadership of Client Services, the Senior Manager of Client Services (AV Services) creates an AV-focused technology vision and provides leadership for the development and implementation of enterprise-wide academic and administrative technology solutions that support the mission of Pepperdine University. Oversees the AV Technologies and Mountain AV teams and is responsible for classroom, conference room, event space, and arena technology, training, maintenance, and support.

Duties

• LEADERSHIP AND ADMINISTRATION:
  • Provides strong leadership to multiple areas of IT Client Services (CS); develops vendor relationships; sets departmental goals and objectives, reviews the goals and objectives of multiple areas, and aligns teams and projects with the strategic goals of Client Services, Information Technology (IT), and the University.
  • Creates a cohesive and synchronized support infrastructure; empowers supervisors to monitor and develop their staff; empowers staff to take ownership of duties, projects, and problems and to
    • Work collaboratively in flexible teams with strong camaraderie.
    • Provide excellent, compassionate customer service.
    • Create training opportunities or programs for internal staff and/or constituents to meet the teaching, learning, work, and event experience goals of the University.
    • Gather and analyzes metrics for team and area success.
    • Work with high integrity to maintain the trust of the University community.
    • Manage time, information, and resources responsibly for excellent stewardship and productivity.
  • Develops and applies a rigorous project governance model to prioritize projects, service offerings, and work duties focused on outcomes and stewardship; creates a culture of data-driven decision-making where staff regularly logs trouble tickets or individual work output, and management regularly reviews this data and other sources for continual service improvement.
  • Enforces a "Three Things" approach for all employees to either be (1) conducting work duties; (2) contributing to special team, area, or IT projects; or (3) improving knowledge and skills through professional development.
  • Holds teams, individuals, and IT partner vendors accountable for following procedures/practices and representing the University well through word and deed; provides high-quality services at optimal cost to colleagues.
  • Manages associated expenses within the scope of departmental budget.
  • Reviews and submits regular, timely, and complete paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices. 
• COMMUNICATION AND RELATIONSHIPS:
  • Promotes professionalism across the division to ensure that each staff member represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
  • Develops and maintains strong partnerships with University departments and leadership, with community members and constituents, as well as with external vendors and service providers, to improve IT outcomes and to assure current and future operational and strategic success.
  • Routinely meets and communicates with colleagues and stakeholders to assess project status and promote a solutions-oriented mindset; works closely with departmental staff of key stakeholder groups to understand needs, align services, and ensure smooth operations for services and technologies; through the lifecycle of projects and tasks, will address challenges, explore opportunities, and shepherd teams to operate and communicate effectively and efficiently.
  • Promotes continual improvement across the organization through collaborations within IT Client Services, other areas of Information Technology, and other stakeholder groups of the University.
  • Attends monthly meetings with CS leadership with a constant eye on areas of opportunity or continual improvement across the organization. 
• PLANNING AND PROJECT MANAGEMENT:
  • Actively pursues new projects to improve operations and services; schedules and conducts needs analysis, recommends projects, creates RFPs, leads vendor selection, including negotiation of terms, and leads projects through all phases; develops "best practices" frameworks for project managers to complete projects within the IT project portfolio selected by CS senior leadership.
  • The practices will include, but is not be limited to: setting project standards for small, medium, and large projects, verifying that appropriate project documents exist for major CS projects and work with project leaders to complete necessary documents, identifying shared location for all CS project documents, verifying use of Project Management softwar