Manager, Information Management

Department: IT Cyberinfrastructure
Division: Information Technology (NUIT)
Requisition #: 14869
Location: Evanston
Full Time Percent: 100.00
Grade: ITS / 83
Salary: TBD

Job Summary

The Manager of Information Management manages subordinate staff in the definition, delivery, maintenance and support of computational services to the University community from the central data centers.  This position assembles and retains a team of skilled technical professionals to efficiently deliver highly reliable services with excellent customer service focus.  The Manager manages delivery of maintenance and support services to other units, especially Service Operations.  In addition, this position utilizes monitoring and management software systems to measure platform performance and set Service Level Expectations (SLE) with application owners and measure success in meeting those expectations.

Relevant experience as a manager coaching staff in customer service, technical support, and change management.  Prior experience working within an ITIL-governed change management business environment.  Prior technical responsibility for high-performance computing (HPC) platforms.

Specific Responsibilities

• Directing technical staff as a 2nd and 3rd tier support to Service Operations unit and as a technical support to ERP system owners for design, upgrade and implementation specialists;
  
• Overseeing the unit's daily responsibility to monitor and maintain the computing services infrastructure and addressing any immediate or forecasted capacity, reliability, or availability problems;
  
• Supervising the unit's staff, emphasizing a strong customer satisfaction culture and accountability for results, within responsible financial guidelines;
  
• Assisting higher management to define, justify and deploy central computing resources to meet current and projected future needs;
  
• Hiring and retaining the necessary skilled technical staff to meet obligations and developing staff skills to meet the changing needs of the responsibilities;
  
• Becoming and remaining highly informed on industry best practices applicable to the responsibilities of this position;
  
• Carrying out administrative obligations including budgeting, procurement, contract negotiation, personnel hiring, personnel evaluation, and personnel actions;
  
• Performing related duties as required or assigned.
  

Minimum Qualifications

• A bachelor's degree in Computer Sciences or related field or equivalent relevant job experience or the equivalent combination of education, training and experience from which comparable skills and abilities may be acquired;
  
• At least five prior years' experience in information services within a business-critical services environment, where reliability, availability, and recovery are strong drivers;
  
• Prior technical responsibility for computing platforms under the following server operating systems: Windows plus at least one of these three: Linux, Solaris, or Mac OS X;
  
• Demonstrated ability to work with higher management to set negotiated goals and report on progress towards them;
  
• Demonstrated ability to work efficiently and effectively with application programmer teams, storage management teams, and network service teams to achieve joint goals;
  
• Track record of leading successful service introductions from procurement through installation and deployment.
  

Preferred Qualifications

• Relevant experience as a manager coaching staff in customer service, technical support, and change management;
  
• Prior experience working within an ITIL-governed change management business environment;
  
• Prior technical responsibility for high-performance computing (HPC) platforms.
  
  

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Northwestern University is an equal opportunity, affirmative action educator and employer.

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