Req #: 243676 Department: UW INFORMATION TECHNOLOGY Appointing Department Web Address: https://itconnect.uw.edu/uwit Posting Date: 02/18/2025 Closing Info: Open Until Filled Salary: $6,691 - $10,037 per month Shift: First Shift Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academic-staff-20230701\_a11y.pdf) As a UW employee, you have a unique opportunity to change lives on our campuses, in our state, and around the world. UW employees offer their boundless energy, creative problem-solving skills, and dedication to build stronger minds and a healthier world. By being deeply invested in our work, showing compassion in our interactions, and embodying the spirit of a team player, each member contributes to a thriving community. UW is Committed to attracting and retaining a diverse staff; your experiences, perspectives, and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming. UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW’s IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW medical centers, and research operations around the world. Data & Applications (D&A) is the division in UW-IT that runs the university’s academic and business systems, enterprise integrations, learning analytics and data for decision-making and is also responsible for the accessibility of UW’s digital resources. Academic Systems (AS), a unit within UW-IT D&A, develops and maintains software systems that directly support the entire student lifecycle – recruiting and admissions, enrollment, registration, advising and planning, financial aid, and student accounts – as well as academic support systems such as curriculum management tools. Academic Systems also develops, integrates, and supports teaching and learning tools, such as the learning management system, that enable others to teach, learn, and innovate. Academic Systems actively partners with owners and users of these systems to evolve and modernize them (e.g. tri-campus business stakeholders, administrators, faculty, advisers, and students themselves). AS is currently seeking a Manager of Program Operations (MGR) to lead service management of the teaching and learning tools suite, including the learning management system (Canvas) and integrated teaching and learning tools. The MGR will collaborate with the AS Director, tri-campus stakeholders, and team members to set a vision for teaching and learning systems, and lead execution of that vision. The MGR will supervise a team of service managers, business analysts, and researchers, and coach staff working in the areas of service management, product support, project management, product management, and operations, as well as taking on work in these areas as needed. This MGR will work with instructional technologists, help desk consultants, engineers, researchers, and other UW-IT colleagues to sustainably support and administer the learning management system and other core teaching and learning tools for the three UW campuses. The MGR will work with the Director and colleagues to implement consistent service management practices, including request, incident and change management, and maintain required security, privacy, and accessibility standards. They will collaborate with colleagues to create and implement communication plans, connect with campus partners and end users to assess user needs and service health, and manage key vendor relationships. The MGR engages directly with University business and faculty leadership, and requires excellent organizational, communication, and decision-making skills.. REQUIREMENTS: + Bachelor’s Degree in Business, information science, human computer interaction, or related field or experience. + Four years lead, project management, or management experience, including hiring, supervising, performance management, and professional development planning. + Experience supporting educational technology or working in IT customer support, or equivalent combination of education and relevant experience. + Experience in instructional design or design of digital learning experiences. + Experience applying service, project, or program management methodologies, including knowledge of the service or project lifecycle; ability to plan and move a project to completion; facilitation of team communication and collaboration; and experience balancing effort across multiple, competing projects. + Demonstrated excellent written and oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities. + Ability to work effectively in a highly collaborative team environment. + Demonstrated experience managing a diverse range of activities across multiple projects or efforts and exercising independent judgement in resolving problemsDESIRED: + Experience in IT customer support, especially administering or supporting learning management systems in a university context. + Familiarity with UW systems, policies, and academic programs. + Familiarity with ITIL and agile development methodologies. + Demonstrated experience with a variety of research and analysis techniques, ideally quantitative and/or qualitative methods for understanding and documenting end-user and business owner requirements. + Demonstrated ability to manage technical projects within a team environment; experience working with an agile software development team or other iterative software development processes. + Familiarity with user research, user-centered design, and interviewing methods.CONDITIONS OF EMPLOYMENTHybrid, open office environment.While the general working hours are within Monday through Friday, 8 am - 5 pm, the position has a great deal of scheduling and location flexibility to help the MGR manage non-work commitments. The MGR must at times be willing to adjust hours to accommodate the needs of staff, colleagues, clients, and stakeholders. Events that will occur outside the normal work schedule include, but are not limited to, meetings with staff, clients, or stakeholders. This position has regular stringent deadlines revolving around the academic calendar that may require extended work hours.We encourage applicants to apply even if they do not feel they satisfy all of the requirements listed above; we understand that it will take some time for the successful applicant to strengthen technical skills where needed, to learn about the many UW-IT, campus, and vendor collaborators, and to develop an understanding of the UW technical environment itself. The MGR will join a supportive team that will partner with them in these efforts; we are an open, ethical, highly engaged and collaborative community based on trust, transparency and mutual respect. We believe in the importance of quality of life, embracing diversity, making a difference, and having fun.This is an essential position and is required to report to work remotely when UW suspends operations. University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.