Director of Managed Resources & Programming Services

Summary

Join Jenzabar as the Director of Managed Resources & Programming Services, leading and mentoring high-performing teams in IT client services and programming within the higher education sector. You will collaborate with leaders to ensure cohesive support services, cultivate strong customer relationships, and champion a customer-first culture. Responsibilities include overseeing service delivery, ensuring programming quality, and driving process improvement. The ideal candidate possesses strong technical skills, exceptional customer service experience, and a passion for mentoring and growing talent. Jenzabar offers a flexible and dynamic work environment with competitive salary, benefits, and growth opportunities. This role reports to the Vice President of Services and involves strategic leadership, team management, and close collaboration with various departments and clients.

Requirements

• Proven experience leading IT client services and programming development teams specifically within the Higher Education market
• Strong technical background in IT services and programming
• A deep understanding and desire for exceptional customer service and how technology can enhance user experience
• A passion for providing exceptional support services
• A passion for mentoring and growing talent
• Excellent communication and collaboration skills
• Experience in promoting a culture of customer service and quality assurance
• 12+ years of experience overseeing a team of programmers
• 6+ years of IT management experience in higher education
• Demonstrated experience with managing multiple complex projects in a cross functional environment
• Strategic thinking and problem solving with the ability to thrive in a fast-paced environment
• Strong stakeholder management and communication skills
• Strong organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and roles
• Bachelor's Degree or equivalent experience in relevant field

Responsibilities

• Lead, mentor, and grow a team of high-performing, highly skilled programmers, business analysts, and technical resources that directly support our clients
• Collaborate with other Jenzabar leaders to assure cohesive and collaborative support services
• Cultivate an environment that fosters relationships with our customers with the goal of improving service delivery and client satisfaction
• Champion a customer-first development culture, ensuring we exceed expectations
• Collaborate cross-functionally to align business objectives and drive best practice development processes and continuously improve our services
• Ensure programming quality, security, and effectiveness
• Oversee the delivery of services to our Managed Resources clients
• Promote customer service and quality assurance in everything we do
• Monitors and manages utilization goals for the team members
• Participate in analyzing results to ensure customer requirements are satisfied
• Establish and oversee standard operating procedures for all repeatable processes
• Understand upcoming/ongoing projects to help ensure they are defined, aggregated, and completed on time and within budget
• Support the process of escalating key issues and presenting options for resolution
• Work collaboratively with the Services Leadership Team to assure effective resource utilization is maintained
• Collaborate with Product Development to establish insight and feedback on the impact of emerging product changes
• Drive best practice methodologies, policies, and governance frameworks
• Coordinate closely with the leadership of Support to identify and establish best practice methodologies and SLA’s that ensure customer satisfaction
• Oversee staff onboarding and professional development
• Provide mentoring, growth opportunities, and guidance for team members
• Adhere to performance plans and performance reviews and goal setting of team members
• Interact with management by communicating and collaborating on issues and processes improvement initiatives
• Manages the work efforts of Team Leads and individual contributors

Preferred Qualifications

Experience managing projects in an ERP Software environment preferred

Benefits

• Medical Insurance
• Life Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation
• Paid Sick Days
• Paid Parental Leave
• Paid Holidays
• Short Term Disability
• Long Term Disability
• 401K
• Educational Assistance
• Work in a culture where customer experience is everything
• Lead cutting-edge projects that make a real impact
• Enjoy a flexible and dynamic work environment
• Competitive salary, benefits, and growth opportunities