Client Manager for IT  

Note: Client Manager is not a managerial position.

The Client Manager provides support in determining and fulfilling units’ IT requirement by closely partnering with the assigned unit, gathering data, and providing recommendations based on identified needs. The Client Management Team is the strategic arm of the Vice President for Digital Information and Technology (VP DITS in the various clusters to align and operationalize the University Strategies and IT Plans.

Main Duties and Responsibilities:
I. Planning and Design

Assists in determining the IT requirements of the school in order to support and enable its academic, formation, and co-curricular programs

Gather data on IT needs of the assigned unit through meetings with management, interviews, and administering of surveys

Provides an initial analysis based on data gathered from the unit, its stakeholders, and other relevant sources

Identifies priority needs and recommends next steps based on analyzed data

Collaborates with the assigned unit on the strategies and direction of information technology resources, and aligns these with the unit’s priorities and business requirements

II. Operation and Maintenance

Provides inputs and coordination for the budgetary requirements of the cluster

Coordinates with other OVP DITS units (Academic Solutions, Enterprise Productivity Solutions, End-User Management and Infrastructure Management teams) regarding the requirements of the cluster

Implements an established communication plan to ensure proper coordination and consistent information sharing between stakeholders (e.g., communication of policies, requirements, and changes in relation to the cluster’s IT Resources)

III. Service and Quality Control

Recommends and implements structure for feedback such as customer satisfaction surveys, needs assessments, periodic reviews for adherence to standards and continuous improvement of OVP DITS’ service offerings

Coordinates with the OVP DITS’ Process, Performance and Service Level Management team for service level monitoring in the cluster

Proposes resolutions to conflicts that arise between stakeholders such as the unit

and service providers

IV. Performs other work-related tasks as may be required by the immediate
supervisor and authorized representative

Knowledge, Skills, and Abilities:

Planning: Ability to effectively plan and coordinate the delivery of required outcomes, according to importance and urgency; keen to details

Communication Skills: Good verbal, written and interpersonal skills.

Coordination Skills: Ability to proactively coordinate, mediate, and manage actions in relation to others.

Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time

Critical Thinking: Ability to interpret policies and procedures to make informed decisions

Negotiation: Ability to explore alternatives and positions to reach outcomes that gain the support and acceptance of all parties

Decision Making: Ability to identify and understand issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions

Change Management: Ability to manage resistance to change by involving and engaging key stakeholders in the process of change

IT Service Management: Basic knowledge in developing, implementing, and managing IT Service Management processes, methodologies, and tools for an academic setting.

IT Solutions Management: Basic knowledge on technology solutions and resources for the academic setting

Education and Experience Requirements:
• Bachelor's Degree in Computer Science/Engineering, Information Systems,
Management or equivalent
• Knowledge in IT Service Management and related IT practices, ITIL 4 certification is an
Advantage
• Preferably with at least 3 years related working experience
• Background in Education, Finance, Accounting, Purchasing and/or HR is a plus
• In good health and of good moral character