Manager, Service Delivery - Information Technology Services
Vanderbilt University - Nashville, TN

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Serve as the primary focal point, for specified customer areas within the Vanderbilt community, for new IT projects and initiatives. Responsible for understanding the mission of the customer area and their infrastructure needs and, act as a liaison and advocate for the customer within ITS. Responsible for understanding ITS products and services and communicating them to customer areas. Manage customer and ITS infrastructure projects and project teams.

Desirable skills:
Strong client facing skills

– ability to meet with department managers and to utilize account management technique to understand the needs, create solutions and engage resources to bring projects to implementation/completion.


– certification and project experience; utilize project management skills, tracking, planning, analysis, requirements and implementation.

IT knowledge

– ability to discuss concepts, practical solutions, networks, applications and emerging technology trends.

Key Functions and Expected Performances:
Actively manage relationships and understand business drivers for assigned Service Delivery areas.

Manage the relationship between Vanderbilt customer areas and ITS and perform client advocacy

Understand customer area missions

Maintain customer area profile demonstrating an extemporaneous understanding of the customer area and the profile document requirements

Use methodologies to improve service, manage customer expectations and perceptions, and build strong internal and external relationships

Work to transcend business silos and function in a boundryless environment

Understand and develop ITS products and services and collaborate with assigned Service Delivery areas to delivery those products and services.

Understand and develop ITS products and services

Act as liaison with customer area working to deliver ITS products and services for effective and successful service outcomes for the customer

Work collaboratively with customer area and ITS to explore and offer creative and alternative solutions to meet customer needs

Manage assigned projects.

Manage customer and ITS projects reporting project status and progress, delivering assigned projects on time and on budget

Manage and supervise project teams

Use ITS project methodologies and best practices when managing projects including, but not limited to, project plans, meeting minutes, status reports, issues log and change logs

Develop business cases, maintain and track project budget including initial forecast and actuals

Follow established procedures for engaging work from internal ITS technical teams

Ensure and maintain a professional and friendly relationship with IT customers

Maintain diplomacy in all situations, and work toward high team morale and keep team focused on project success and customer satisfaction

Complete other administrative and functional duties.

Provide regular written status reports

Document technical and operational processes

Conduct continuous process improvement activity

Act as a resource on a project as assigned by manager

Train other staff on operational procedures and duties

Interested candidates must apply for the role.

This is a full-time position with Vanderbilt University located in Nashville, TN. This role includes a strong benefit package, career path and a team based supportive environment.

Basic Qualifications

Job requires Bachelor's and 5 years of experience or the equivalent.

Vanderbilt University - 2 years ago - save job
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Located in Nashville, Tenn., and operating at a global crossroads of teaching, discovery and patient care,Vanderbilt University and Medical...