To be considered, a cover letter and resume are required. The cover letter must be the leading page of your resume and should:
Specifically outline the reasons for your interest in the position and
Outline your particular skills and experience that directly relate to this position.
Starting salaries will vary depending upon the qualifications and experience of the selected candidate.
The Information and Technology Services (ITS) organization has an exciting opportunity to employ a Software Services Manager to lead and manage the strategy and operation of the Software Services team. The team serves all campuses of the University of Michigan, and all members of the campus community by administering volume software licenses, managing complex consortiums, and providing software asset management services. ITS Software Services staff negotiate with vendors, procure licenses, and manage the distribution of software to faculty, staff, and students. Managing licenses for the campus community allows the university to reduce the overall cost via advantageous pricing and shouldering administrative and support issues for each contractual agreement. All of the products licensed/administered are funded by campus partners, and all savings achieved are passed on directly to customers. The Software Services Manager reports to the Director of Campus Tech in the Support Services department.
This position will be responsible for evaluating and reorganizing the group to form a single cohesive team to reduce operational redundancies and optimize resources. This position will develop and execute a new strategic plan to align with campus needs. This position requires a highly qualified individual who possesses both exceptional management and customer service skills that will provide staff and the University community strong leadership and the communication necessary to implement exceptional customer service effectively.
WHO WE ARE
ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and enabling university wide innovations by:
Elevating the customer experience by providing proactive, laser focused customer service
Providing appropriate IT security and privacy in an open university society, while enabling innovation
Supporting data-informed decision making
Delivering intuitive research computing solutions
Building a world-class, transformational network and reliable administrative systems
In addition, we value those that proactively solve challenges, work with a sense of urgency, and seek a collaborative and inclusive work environment.
ITS’s mission is to be trusted enablers of technology for the U-M community. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. To learn more, visit: https://its.umich.edu.
WHO YOU ARE
You are energized by working with a collaborative team and industry peers to support the university mission through innovative and appropriate use of technology. You seek understanding and to tackle projects and problems with your customers’ needs in mind. You anticipate problems and work proactively to preempt challenges and concerns, delivering increasingly relevant customer experiences over time. You value a culture that is rooted in mutual respect, where you can learn from different perspectives, roles, and identities.
You have a minimum of five (5) years in a software licensing role with experience negotiating with vendors and an understanding of industry trends and licensing models. In addition, you have at least five (5) years in an environment with direct customer support interactions with passion for customer service and satisfaction. You also have eight (8) or more years of information technology management experience in a role directing and leading staff to perform productively and efficiently with experience in recruitment, selection, coaching, training, career development, performance management, and team building.
Manage the Software service. Represent the University, in conjunction with Procurement, to information technology vendors to discuss and negotiate software sales, service programs, software licensing and distribution, and other technology related support services. Develop administrative methods and procedures for monitoring sales and service activity in various categories. Develop, implement, and evaluate marketing and communication techniques. Evaluate the effectiveness of the service offerings in meeting the needs of faculty, staff and students. Serve as the primary manager for the regular, temporary and student staff. Provide administrative functions for the Software Service staff includes obtaining resources, staff development activities, performance management and stewardship of the group finances including budget preparation and management.
Oversee the development and execution of the Software Services strategic plan. Collaborate with teams, stakeholders, and business partners to understand and implement opportunities. Drive continuous improvement. Ensure parameters are established and performance data associated with the Software Service can easily be measured and tracked.
Lead staff that helps customers achieve ownership, learn new skills, get technical support, and find technology solutions. Adaptable and flexible, composed and collected, to balance the diverse needs of the teams in the midst of constant change.
Inspire teams to deliver measurable results for the service. Lead a team that discovers customers' needs and delivers solutions. Drive staff to create customer experiences that enhance satisfaction and deliver measurable results.
Effectively lead and communicate with teams to solve problems, make decisions, manage change, take risk, and be innovative. Responsible for building relationships with teams, and stakeholders at all levels (i.e. management, colleagues, and employees) using strong competencies to build trust, change perceptions, effectively communicate, and influence. Exercise influence to get teams and stakeholders across ITS and University of Michigan to support the mission and vision of the software service. Present strategies, updates and issues to leadership as required.
Responsible for management, development, and supervision of staff that includes recruitment and selection of high caliber people from diverse cultures, backgrounds and experiences. Manages new hire both on and off boarding activities such as providing orientation to work and teams, security access, communication, provide equipment and resources to begin assignment. Acts as a catalyst to resolve issues and conflicts, and escalating when necessary. Responsible for the performance management activities such as goal setting, annual performance evaluation, recognition and career development. Address staff concerns, complaints, grievances, and performance issues in a timely manner. Provide coaching, training, planning and schedule functions ensuring staff productivity and efficiency of work.
Stay current with advances in relevant technologies and process methodologies. Responsible for maintaining and sharing knowledge of policies and procedures, hardware, software, and technical services. This can include: on-the-job training, attending courses or conferences, reading, research, and testing.
Bachelor degree in a related field and/or bachelor degree with equivalent combination of education, certification and experience
Minimum of eight (8) years of information technology management experience in a role directing and leading staff to perform productively and efficiently with experience in recruitment, selection, coaching, training, career development, performance management, and team building
Minimum of five (5) years in an environment with direct customer support interactions with passion for customer service and satisfaction
Minimum of five (5) years in a software licensing role with experience negotiating with vendors and understanding of industry trends and licensing models
Strong organizational skills with the ability to successfully prioritize and complete multiple tasks within established and changing deadlines
Demonstrated ability to contribute and collaborate effectively as a member of an efficient & productive team
Proven ability to influence others to move toward a common vision or goal
Demonstrated communication ability in presentation and advanced writing skills (e.g., reflecting sensitivity to tone, audience, and organizational politics)
Passion for unparalleled customer service and satisfaction
Ability to succeed in an ambiguous environment and possess the ability to establish and maintain order
Proven ability to exceed customer expectations
Demonstrated experience with budget planning and conformance
Demonstrated effective creative problem solving and flexibility when collaborating with customers, team members, support teams, external vendors, and technical organizations to understand, advocate for, evaluate, and support enhancements, resulting in plans and services that leverage the capabilities of existing technology and meet customer and organizational expectations
Demonstrated effective verbal and written communication skills including strong interpersonal skills with an ability to work effectively through all levels of management and matrix organizations
Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service
Excellent organizational, analytical and independent problem-solving skills
Ability to influence others in the building and maintaining consensual approach with a wide array of diverse business interests
Effectively utilize leadership and strategic thinking skills to lead strategic planning efforts to define the strategy of the training direction for the organization with alignment to the organizational training strategy and collaborate across the organization to plan and coordinate program and project team priorities
Higher education experience
Experience leading software licensing efforts in a higher education environment
Experience with University of Michigan financial and procurement processes
Information and Technology Services is excited to be filling 40-plus positions this fall to support the missions of the university through the innovative and appropriate use of technology. We have been strategic in our hiring over the last two years in order to fund and invest in our future with these key positions. As a valued team member, you will help create and run the technology that powers the University of Michigan – supporting the students, faculty, and staff who are helping to improve the world!
Physical Demands / Work Environment
Normal amount of sitting, average mobility to move around an office environment; able to conduct normal amount of work at a computer; travel to various locations on and off campus. Punctual, regular, and consistent attendance is required. May require on-call availability and may require working during non-business hours and on weekends.
NOTE - This position may work with and/or support systems that maintain or process sensitive institutional data as defined by university policy. Successful candidates must comply with federal, state and local law and/or university policies or agreements that require the university to implement specific privacy and security safeguards including, but not limited to: ITAR, EAR, HIPAA and FISMA. Responsible for protecting data and information from unauthorized release or from loss, alteration or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement.
Diversity, Equity and Inclusion
The University of Michigan Information and Technology Services seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to maintain the excellence of the University and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
The University of Michigan Benefits Office is committed to offering a high-quality benefits package to support faculty, staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, three dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, three early childhood centers, time away from work and work-life programs to promote balance. Learn more at https://hr.umich.edu/benefits-wellness
The University of Michigan is ranked the No. 3 public university in the 2020 U.S. News & World Report’s annual report of the nation’s best undergraduate colleges and universities.
The University of Michigan is ranked No. 6 on Kiplinger’s list of Best Values in Public Colleges, again making U-M one of the nation’s best values in higher education for in-state students. The ranking highlights colleges and universities that combine outstanding education with economic value.
For the third straight year, the University of Michigan maintained its position as the 15th top university in the world, according to the Times Higher Education World Reputation Rankings.
The University of Michigan maintained its ranking as the top U.S. public university in the QS World University Rankings for 2019-20 and ranked 21st among all institutions on the list, moving down one spot from last year in the ranking released Tuesday, 06/18/2019.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 178643
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.