Manager, Service Delivery and Operations
Stanford Web Services (SWS) is an award-winning agency within Stanford University providing web strategy, user experience, visual design, and web development services to the campus community. SWS is part of University Information Technology (UIT), a 600-person strong organization supporting 100+ services for Stanford.
SWS takes pride in our mission to care for Stanford’s ever-evolving web presence, because supporting the research and education mission of a world-class university can make a positive impact in the world. We craft usable, secure, accessible, and beautiful websites and connect with our clients and partners through friendly and clear communication and creative problem-solving. Also, we don’t build one website at a time: we build tools to drive better development for everyone. We built the Stanford Sites Drupal CMS, use GitHub to share our code, contribute to open source, and manage a growing library of responsive design patterns in collaboration with others. In short, SWS evolves products to empower the Stanford community, from storytellers to technologists and everyone in between!
SWS is seeking a full-time Manager of Service Delivery and Operations to provide financial and operational leadership for our dynamic in-house agency managing a growing portfolio of web projects for university clients.
In this position you will:
- Supervise staff responsible for project management and client support, and mentor on communication, relationship management, conflict resolution, and effective budget estimation and project planning.
- Guide resource planning, anticipating near and long term staffing needs to meet project demands and balancing schedules appropriately.
- Lead profit/loss reporting and forecasting in partnership with University IT Service Strategy.
- Provide additional project management and planning to high-visibility and important projects.
- Think strategically, navigate ambiguity, and partner with team leads on everything from daily operations to long-term strategy in the spirit of innovation and creating delight for clients and value for Stanford.
The following is the standard job description for this type of position at Stanford and includes information about general responsibilities that might help you decide. If it sounds like a good fit for you, please apply. We’re a great team doing great things!
Perform the day-to-day management of a technical project management group. Provide technical and managerial guidance to subordinates, and bring highly specialized knowledge and expertise to high level administrative managers.
- Lead and manage a project management group, including recruiting, hiring, training, developing, evaluating, and setting priorities. Provide instruction on complex techniques and direction on projects. Evaluate the effectiveness of the organizational structure and programs to ensure success, development of employees, and appropriate use of staff resources.
- Ensure work completion within schedule, budgetary and design constraints; make decisions about analysis, design, and testing; solve complex technical problems; and provide alternative methods for achieving goals when necessary.
- Create and execute business and technical plans, and revise as appropriate to meet changing needs and requirements. Evaluate and assess metrics and program effectiveness; assess and proactively monitor trends.
- Make independent decisions regarding projects, programs, and initiatives within confines established by management.
- Develop and manage budgets for work group.
- Supervise and/or assist in preparation and submission of documentation, such as proposals, progress reports, or other contractual requirements.
- Lead strategic planning for own work group; may assist higher level management in broader scope strategic planning.
- Work collaboratively with colleagues to leverage the university/school's resources for successful project completion.
Education and Experience:
Bachelor's degree in a related field, and five years of progressively responsible, relevant project management experience performing duties similar to those listed above or combination of education and relevant experience.
Knowledge, Skills and Abilities:
We’re looking for candidates with deep expertise in:
- Leading complex digital projects and technical teams in an agency environment.
- Understanding and explaining the strengths and differences between agile, scrum, kanban, and waterfall methodologies.
- Guiding teams on projects and product development cycles, focusing on flexibility, speed, communication, and continuous improvement through use of retrospectives.
- Expert-level use of tracking and reporting systems, including JIRA, Smartsheet or similar.
- Advising on a broad range of web topics—from content strategy and requirements definition to information and technical architecture—on projects ranging in complexity from single websites to sophisticated web products and services.
- Exceptional and effective written and oral communication skills to address a wide variety of audiences.
Other abilities include:
- Experience leading and managing a large organization of technical staff through subordinate managers.
- Proficiency in organizing work and managing multiple projects or programs.
- In-depth knowledge and understanding of university operations, administration, community, and mission.
- Ability to productively assemble, engage, and lead cross-functional teams.
- Demonstrated ability to employ integration, scope time management, cost, quality, human resources, communications, risk, and procurement components.
- Demonstrated resilience, diplomacy, influence, relationship building, and problem solving skills in a variety of situations.
- Keen grasp of interpersonal and impact awareness.
- Depth of knowledge in technical discipline/domain needed to deliver projects.
Certificates and Licenses:
For IT domain: Certified Scrum Master or Project Management Professional (PMP), completion of a certificate program, or certification in process.
- Frequently sit, perform desk based computer tasks, grasp lightly/fine manipulation and lift/carry/push/pull objects that weigh up to 10 pounds.
- Occasionally stand/walk, write by hand.
- Rarely use a telephone, kneel, crawl, climb ladders, twist/bend/stoop/squat, reach/work above shoulder, grasp forcefully.
Occasionally work evenings and weekends.
- Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
- Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
- Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu.
The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
We’re located in Redwood City. Our new Stanford Redwood City campus is open and brings together 2,700 staff in a collaborative environment that reflects Stanford’s culture and mission. The campus offers amenities such as onsite cafes and a dining pavilion, a high-end fitness facility with an outdoor pool, and a childcare center. As of June 2020, much of University IT is working remotely to support the university. This position will begin as 100% remote and may transition to on-site at a later date.
Why Stanford is for You
Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:
- Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
- A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
- A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
- Discovery and fun. Stroll through historic sculptures, trails, and museums.
- Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more!
How to Apply
Apply for this position by clicking on the “Apply for Job” button. To be considered, please submit an online application and include a cover letter, résumé, and link to your online portfolio of work samples if available.
- Schedule: Full-time
- Job Code: 4075
- Employee Status: Regular
- Grade: L
- Requisition ID: 86760