Manager- Service Delivery

Overview
Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech
Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's Mission and Values
Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:
1. Students are our top priority.
2. We strive for excellence.
3. We thrive on diversity.
4. We celebrate collaboration.
5. We champion innovation.
6. We safeguard freedom of inquiry and expression.
7. We nurture the wellbeing of our community.
8. We act ethically.
9. We are responsible stewards.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

The Office of Information Technology (OIT) provides information technology leadership and support to the Georgia Institute of Technology, working in partnership with academic and business units to meet the unique needs of a leading research university. OIT serves as the primary source of enterprise-wide information technology and telecommunications services in support of students, faculty, staff, and researchers.

Responsible for providing the highest level of operational service for a technology related programs(s). This position will lead and manage a multi, cross-functional IT support team for assigned unit/division. The Service Delivery Manager Sr. will also lead high priority initiatives characterized as enterprise/campus-wide, resource intensive, and critical to the overall operational success of the Institute. Practices a range of capabilities including, but not limited to: project management, stakeholder satisfaction/experience, best practice research, communications, quality management, and continuous improvement. This position will interact on a regular basis with: Unit and Campus Leadership, faculty, staff, students, Institute affiliates, contractors, vendors, and third-party providers. This position typically will advise and counsel: Unit and Campus Leadership, faculty, staff, students, Institute affiliates, contractors, vendors, and third-party providers. This position will supervise: Assigned staff

Job Duty 1 -
Formulate and administer policies and programs related to information technology systems.

Job Duty 2 -
Lead the planning, implementation, and tracking of initiatives to drive continuous service and process improvement for assigned service domains.

Job Duty 3 -
Generate relevant solutions for program stakeholders where the focus is value, functionality, convenience, and effectiveness.

Job Duty 4 -
Participates with other senior managers in establishing strategic and operation plans, approaches, and objectives for unit/division.

Job Duty 5 -
Oversee projects and coordinate personnel and actions required to meet customer commitments and deadlines.

Job Duty 6 -
Leverage program management tools and processes to assign work, manage delivery, measure results, and produce reports in accordance with established service legal agreements.

Job Duty 7 -
Maintain advanced knowledge of industry best practices, solution methodologies, and emerging technology trends.

Job Duty 8 -
Establish and implement standard processes and procedures for all service domains.

Job Duty 9 -
Mentor and coach staff and ensure their professional development through continuing education and professional affiliations/associations.

Job Duty 10 -
Perform other duties as assigned

Educational Requirements
Bachelor's Degree in Business Information Systems, Business Administration, Computer Science, or equivalent combination of education and experience

Other Required Qualifications
Must possess or be able to obtain state of Georgia license within one year

Required Experience
Six to seven years of job related experience

Additional Preferred Qualifications
Project Management Principal and IT Service Management Certification

Preferred Educational Qualifications
Master's Degree

3+ years managing teams that include full-time staff and student assistants.

3+ years of experience with UI/UX design, including information architecture, graphic design, and usability testing.

3+ years of experience with CMS platforms such as Drupal, WordPress, or CampusPress.

3+ years managing teams that include full-time staff and student assistants.

3+ years of experience with UI/UX design, including information architecture, graphic design, and usability testing.

3+ years of experience with CMS platforms such as Drupal, WordPress, or CampusPress.

Preferred Education:

Bachelors degree or higher preferred.

Preferred Certifications

Certified Web Accessibility Specialist (CWAS) or IAAP CPACC

ITIL 4 Foundation or Managing Professional

Certified ScrumMaster (CSM) (recommended for Agile leadership)

Preferred Skills

Familiarity with ITIL/ITSM concepts and service delivery frameworks.

Experience with scripting languages such as JavaScript, HTML, and CSS.

Experience with Web Services including REST, SOAP, and JSON.

Skilled in Adobe Photoshop, Illustrator, and modern prototyping tools (e.g., Figma, Adobe XD).

Understanding of digital marketing strategies, SEO, and analytics tools (Google Analytics, Tag Manager).

Specialized Skills Required

Agile & Scrum Methodologies: Sprint planning, backlog management, and daily standups.

Accessibility Expertise: WCAG 2.1 compliance, accessibility audits, and remediation using tools like axe, WAVE, or Siteimprove.

Web Technologies & CMS Platforms: Drupal, CampusPress (WordPress), Cascade, and ServiceNow Content Publishing.

Cross-functional Coordination: Ability to manage vendor relationships and collaborate across technical and non-technical teams.

Governance & Compliance: Enforce branding, security, and accessibility standards.

Organizational Skills: Prioritize multiple projects and communicate effectively with leadership.

Duties & Responsibilities

Supervise and mentor developers and student assistants, fostering an inclusive work environment.

Oversee intake, prioritization, and execution of web development projects for campus services and administrative units.

Implement Agile methodologies for project delivery and continuous improvement.

Ensure adherence to WCAG 2.1 accessibility standards and institutional branding guidelines.

Integrate user-centered design principles through research, usability testing, and iterative improvements.

Provide guidance on CMS platforms and front-end development standards.

Act as liaison between technical teams and campus stakeholders to align solutions with organizational goals.

Communicate project status, risks, and deliverables effectively to leadership and clients.

Collaborate with cybersecurity teams to ensure compliance with institutional security policies.

SKILLS
This job requires advanced knowledge of and skills in the development, installation and maintenance of IT systems typically of a high degree of complexity and/or having campus-wide scope and impact. Additionally, skills in technical management, project management, strategy development, organization, communications, and customer service are required.

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

More information on these policies can be found here: https://www.usg.edu/policymanual/section6/c2714 Board of Regents Policy Manual | University System of Georgia (usg.edu).

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
This position does not require security clearance.

Salary: $122,857

Location: Atlanta, GA

Grade: T07

The UX & Web Development Manager leads the Web Development & Support team, ensuring delivery of high-quality, accessible, and user-centered digital services for Georgia Techs campus units. This role blends strategic leadership, technical oversight, and stakeholder engagement to support institutional priorities and maintain operational excellence. Additionally, this role consults with other campus teams on UX/UI best practices, providing guidance on design standards, usability improvements, and accessibility compliance to enhance the overall digital experience.

Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening