It Client Manager  

Under the supervision of the Client and Project Management Head, the Client Management team is the strategic arm of the Vice President for Digital Information and Technology Services (VP DITS) in the various clusters to align and operationalize the University Strategies and IT Plans.

The Senior Client Manager I acts as the single point of contact for his/her assigned Units’ strategic and tactical technology requirements and concerns. He/she supports the VP DITS, Units’ plans and operations by proposing, implementing, monitoring, and evaluating strategies to develop the units’ IT resources to enable and support the teaching-learning experiences related to academics, formation, and co-curricular programs. The position also supports the University’s strategic plans by directly empowering his/her assigned Unit in prioritizing contributing the priority to becoming an excellent digital university.

Main Duties and Responsibilities
I. Planning and Design

• Collaborates with the assigned Units’ stakeholders on the strategies and direction of information technology resources and aligns these with the unit’s priorities and business requirements.
• Systematically determines the IT requirements of the school to support and enable its academic, formation, and co-curricular programs.
• Systematically determines the context of students and their families concerning IT concerns for the conduct of teaching-learning with blended modalities.

II. Operation and Maintenance

• Provides inputs and coordination for the budgetary requirements of the unit.
• Coordinates with other OVP DITS units (Academic Solutions, Enterprise Productivity Solutions, End-User Management, and Infrastructure Management teams) regarding the requirements of the unit.
• Develops a communication plan to ensure proper coordination and consistent information sharing between stakeholders (e.g., communication of policies, requirements, and changes concerning the units’ IT Resources)

III. Service and Quality Control

• Establishes structure for feedback such as customer satisfaction surveys, needs assessments, periodic reviews for adherence to standards, and continuous improvement of OVP DITS’ service offerings in his/her assigned Unit.
• Coordinates with the OVP DITS’ Process, Performance, and Service Level Management team for service-level monitoring in the unit.
• Prevents and solves conflicts that may arise between stakeholders such as the Unit and service providers.

IV. Performs other office-related tasks as may be assigned by immediate
supervisor or authorized representative

Knowledge, Skills, and Abilities

• Planning: Ability to effectively plan and coordinate the delivery of required outcomes, according to importance and urgency; keen to details
• Communication Skills: Good verbal, written, and interpersonal skills.
• Coordination Skills: Ability to proactively coordinate, mediate, and manage actions concerning others.
• Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time
• Critical Thinking: Ability to interpret policies and procedures to make informed decisions
• Negotiation: Ability to explore alternatives and positions to reach outcomes that gain the support and acceptance of all parties
• Decision Making: Ability to identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions from; uses effective approaches for choosing a course of action or developing appropriate solutions
• Change Management: Ability to manage resistance to change by involving and engaging key stakeholders in the process of change
• IT Service Management: Strong working knowledge in developing, implementing, and managing IT Service Management processes, methodologies, and tools for an academic setting.
• IT Solutions Management: Strong working knowledge of technology solutions and resources for the academic setting

Education and Experience Requirements

• Bachelor's degree in Computer Science/Engineering, Information Systems, Management or equivalent
• Knowledge in IT Service Management and related IT practices, ITIL 4 certification is an advantage
• At least 8 years of working experience
• Minimum of 3 years of experience in a management and/or supervisory role
• Background in Education, Finance, Accounting, Purchasing, and/or HR is a plus
• In good health and of good moral character