applicants
Senior Manager, Duke Web Services
at Duke University in Durham, NC
Official job posting & application at http://www.hr.duke.edu/jobs/index.php, Requisition # 40042931 . (Free account required). Please also send cover letter and resume directly to Samantha Earp, Director of Academic Services, at ssearp@duke.edu. Review of applications is underway and will continue until the position is filled.
POSITION SUMMARY
Reporting to the Director of Academic Services, the Senior Manager is the operational lead of Duke Web Services, the cost-recovery central web services organization in the Office of Information Technology (OIT) at Duke University. The Duke Web Services team consists of a core staff that is augmented by outsourcing as needed to bring in specialized skill sets for the short-term and to augment core capacity. The mission of Duke Web Services is to develop professional quality, industry leading Web tools, sites and applications for the Duke University community; leverage industry, academic and professional connections in service of Duke’s strategic goals; and lead Duke’s technical Web strategy and best practices, in coordination with OIT and campus partners. The Senior Manager is expected to work within a highly team-based environment within the Office of Information Technology and around the University. The Senior Manager maintains close collaborative relationships with other IT managers who support the central web infrastructure within OIT, with the Senior Manager of Interactive Technology Services within the Academic Services directorate, and with the managers of distributed web operations across Duke, including the Office of Public Affairs, the Office of News and Communications, Communications Services, web managers within the major schools and units, and external partners/contractors.
We seek a Senior Manager who can provide effective management of the creative and technical staff in Duke Web Services team, administer and evolve the business operations and service mission of the group, and participate in the development, implementation and assessment of strategies to provide central web services that meet the academic, business and communications needs of Duke University. The Senior Manager is responsible for hands-on oversight of the project workload and web project life cycle of the Duke Web Services team and provides or arranges for direct project management of selected high- impact projects or projects that are institutional in scope. The Senior Manager assesses the functional web needs of the campus web community and end users and represents those needs in central IT planning for web services. The Senior Manager provides leadership for the informal Duke web community and advises on institutional business process around web services.
DUTIES & WORK PERFORMED:
- Provides hands-on, ongoing management of the workload of the Duke Web Services team; sets priorities for and ensures the completion of business development activities, client projects, ongoing maintenance, internal projects and all other team commitments.
- Creates, implements, assesses and revises standard business processes and service models to ensure the efficient and effective delivery of Duke Web Services projects, services and designated infrastructure support.
- Manages all personnel functions of the Duke Web Services team, including staffing, performance management of individual staff and project teams, professional development, recognition and outsourcing.
- Provides oversight of Duke Web Services functional teams for project management and technical infrastructure.
- Manages the financial operations of the group, including projections, reporting, billing and cost models for the Duke Web Services service catalog.
- Manages the effective outsourcing of production work as required to bring in specialized skill sets or augment core capacity to meet project deadlines and expectations.
- Identifies, assesses and prepares new web technologies for rollout to the campus community
- Organizes on-call rotations and other processes to meet established service expectations, including after hours and emergency support.
- Provides leadership and project management for interdepartmental projects
- Participates in operational and strategic planning activities within the Academic Services directorate.
- Provides technical leadership in campus web community gatherings and planning groups
- Represents the Office of Information Technology and Duke University’s technical web leadership in the IvyPlus group Develops and maintains relationships with internal Duke web service providers and externalvendors.
- Other duties as required.
REQUIRED EXPERIENCE & SKILLS:
The most qualified candidates will exhibit demonstrated ability or experience in the following areas:
- A sophisticated and deep understanding of all aspects of the web project life cycle as well as academic and industry web best practices
- A minimum of seven years operational and/or technical experience in a heterogeneous IT environment.
- A minimum of five years of successful management (operational, financial and personnel supervision) experience.
- Proven ability to analyze complex project processes involving multiple creative and technical staff (potentially from multiple organizations) and develop and carry out (either directly or through delegation) appropriate project management strategies and processes.
- A demonstrated record of coaching and delivering exemplary customer service.
- Experience developing and delivering complex web projects, with the appropriate attention to all aspects of the project development life cycle.
- Experiencing documenting and acting upon customer and user feedback, for improvement of project outcomes and business services.
- Personal expertise in one or more aspects of the web project development cycle.
- Experience managing projects in open development environments such as Drupal.
- Familiarity with digital media technologies and best practices for their integration in the web environment.
PREFERRED EXPERIENCE & SKILLS:
In addition, the most qualified candidates will exhibit demonstrated ability or experience in the following areas:
- Experience managing and delivering web services in an academic setting, preferably in a research- focused university.
- Direct experience developing and administering a cost-recovery financial model.
- Experience implementing ITIL or similar service management methodology in a team or unit.
- Experience implementing usability and user behavior protocols in web development teams.
SOFT SKILLS:
- High level of adaptability to changes in both business and technical directions and to meet new challenges or opportunities.
- Well-developed leadership, management and coaching skills and the ability to apply them effectively in a matrix organization structure.
- Excellent communication skills in written, conversational and presentation settings, with the ability to effectively engage with technical, administrative and academic personnel at various levels within the organization
- Ability to participate in complex, cross-unit functional teams in a fast-paced environment as the team lead; ability to coach staff to participate effectively in cross-unit functional teams led by partners from other groups
- Constant focus on exemplary customer service, with the ability to articulate standards and measure whether they have been reached.
- Ability to establish and maintain good relationships with a variety of stakeholders and decision- makers in a heterogeneous organizational structure.
- Ability to make timely decisions, set priorities and ensure their execution within a team or project. Excellent planning, organization and time management skills Ability to handle multiple concurrent activities gracefully at the individual level and implement
- strategies for effective multi-tasking at the team level. Excellent analytical, problem solving and conflict management skills.
EDUCATION:
- Required: A BA/BS degree and 5-7 years of management or supervisory experience or a combination of equivalent relevant training and experience in an IT related field.
- Preferred: Advanced degree in information science, communications or a related field
WORKING CONDITIONS:
Normal office environment
BENEFITS
Duke’s comprehensive benefits package includes paid time-off (vacation, holidays, sick leave), health, dental, vision, disability and life insurance, educational assistance, and support for professional development and training. As an employee of Duke University you would also enjoy numerous discounted services such as health club memberships, movie tickets, and cell phone services.
ENVIRONMENT
The Office of Information Technology (OIT) is responsible for managing Duke Campus’ IT infrastructure, service and support including academic research and enterprise applications. OIT provides leadership and expertise in many areas of Information Technology to Duke Entities, including faculty, staff, and students. Specific services delivered include voice, data & video communications, institutional email and administrative applications (payroll, financial ledger, student systems etc.), database, web infrastructure, desktop & helpdesk support, student computing, data center services, and high-performance computing & academic software systems. OIT is also responsible for developing/upgrading the physical IT infrastructure around campus and maintaining 23 student computer labs.
OIT is a member of Educause, IVY Plus, National LambdaRail (NLR), and has representation at many of the leading technology consortiums that are driving the future growth and use of technology.
Duke University and Durham are located in the Research Triangle, a region that encompasses one of the nation’s premier concentrations of academic, corporate, and public research. The Triangle region is rated among the most desirable areas in North America to live and work and has been identified by Money magazine as one of the “Best Places to Live” in the U.S.
Trustworthiness, respect, diversity, learning and teamwork are the hallmarks of Duke’s guiding principles. Our accomplishments are dependent on the dedication and expertise of all who work to support Duke’s mission.
APPLICATION
Send cover letter and resume to: Scooter Freeney, Human Resources Manager,at the Duke University Office of Information Technology, at scooter.freeney@duke.edu. Please include DWS Senior Manager Application in the subject line. Additionally post your resume in Duke Database by going to http://www.hr.duke.edu/jobs/, use the requisition #40042931.
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