Technology Operations Manager at Western Washington University
Posted in Facilities 30+ days ago.
Location: Bellingham, Washington
The Technology Operations Manager is a dynamic management position responsible for creating budgets, schedules, strategic plans and goals associated with Facilities Management’s technology operations. This position will provide project management and coordination, integration opportunities, analysis, metrics and KPIs for Facilities Management technology projects. This position manages staff responsible for network and desktop user support within the department. This position also manages the inter-relationship of all the systems listed below with University Centralized IT Teams, all project managers and stakeholders including the campus community, ensuring minimal conflict when new systems, modules, and features are being implemented. These systems include but are not limited to:
- AiM – Proper, IQ, and FiRE (via Business & Financial Systems)
- Lenel Access Control Software
- BAC Siemens (Building & Access Control)
- Edwards System Tech (FireWorks)
- StruxureWare (Utility Meters)
- Phoenix (Fuel System)
- KeyWin (Electronic Lock Boxes)
- All other Facilities Management Databases
- Other Specialized FM Devices
Facilities Management (FM) consists of nearly 200 personnel including more than 150 in-house maintenance and custodial personnel. FM is the primary steward of Western Washington University’s physical infrastructure and is charged with providing utility services, deferred maintenance planning, facility repairs, facility maintenance, and facility services to over 100 university owned buildings. The total aggregate annual FM budget is approximately $25M.
Technology Operations, Administration and Management
- Supervises and administers FM systems, applications, and devices including system permissions, configuration, and internal controls on permission/access in accordance with established policies and regulatory guidelines.
- Monitors, guides, and approves the activities related to bug fixes, system update testing process, and product enhancements, ensuring thorough documentation before deploying in Production.
- Evaluates and identifies supported system/device weaknesses and recommends action to FM leadership in minimizing costs and operations interference.
- Participates in campus stakeholder meetings, in-service training, workshops, and committees, as necessary, to convey and/or gather information required for the department to perform its operations.
- Works closely with FM leadership, project managers, and other stakeholders to manage and coordinate feedback on systems/devices and business processes.
- Serves as primary contact for vendors for all supported systems.
- Maintains a current knowledge of applicable technology and acts as a researcher, consultant, and advisor about the technology for the members of the department.
- Attends FM and other department meetings to align IT needs.
- Periodically assesses training needs for FM technology systems/devices and is responsible for determining the most effective training approaches for these systems.
- Facilitates (or provides) training and informational sessions (when appropriate) to all system and device users.
- Serves as project manager or co-project manager for FM driven technology focused projects.
- Coordinates internal resources and third parties/vendors during the execution of projects.
- Manages project timeline, scope, and budget and provides timely communication to project stakeholders regarding the status of each.
- Ensures resource availability and allocation.
- Develops a detailed project plan to track progress.
- Uses appropriate techniques to manage changes in project scope, schedule, and costs.
- Measures project performance using benchmarks, metrics, and other tools.
- Identifies Key Performance Indicators (KPIs) associated with the project and implements ongoing methods to track and report.
- Creates, maintains, and implements project communication plan.
- Performs risk analysis to identify project risks and minimize them where possible.
- Establishes and maintains relationships with third parties/vendors.
- Creates and maintains comprehensive project documentation.
- Collaborates with other information systems, technology, and data communications professionals in implementing new information systems and in resolving problems both in existing and new systems.
Information System and Technology Strategic Planning
- Proactively communicates with FM staff and constantly assesses the departmental needs. Coordinating information systems and technology planning and implementation within and between FM and other units at Western - this includes active participation in various IT groups and committees across campus.
- Works as part of the FM leadership team and with campus stakeholders to assess operational needs for supported areas as well as larger technology landscape of the University, develops plans together with other BFA divisions for future technology, and information system needs.
- Participates in meetings with FM leadership team, Central IT, and other distributed IT organizations, and project managers for departmental resource planning and allocation between projects and support.
- Together with FM Leadership, participates and provides input for the establishment of technology policies and practices to ensure security and regulatory compliance.
- Anticipates and plans annual computer/device replacement.
Management and Supervision
- Assigns workload, setting priorities and work expectations for staff, ensuring proper personnel load balancing to meet the University, BFA, and FM Mission, Vision and Strategic goals.
- Performs management duties include hiring, managing, supervising and training employees; conducting performance appraisals; ensuring work assignments are accomplished within department objectives; engaging in efforts to increase cohesive and teamwork within FM; and actively engages with the entire Facilities Financial & Business Services team in cross-training activities, encouraging all team members to share knowledge through leading by example.
- Leads ongoing negotiations and collaboration of resource allocation and prioritization amongst projects with Central IT and other Distributed IT Organizations.
Required Skills &
- A Bachelor's degree in Business, Management, Management Information Systems, or other relevant field, OR an equivalent combination of education and relevant experience.
- Five years of increasing responsibility in information technology, IT project management, management, or systems support. Additional education beyond initial requirement may be substituted for experience.
- Experience effectively leading staff in a relevant field.
- Experience in process/systems analysis.
- Ability to manage project schedules and maintain/meet deadlines.
- Proven ability to work independently.
- Ability to serve as an effective member or leader of a team.
- Demonstrated effective professional interpersonal and communication skills.
Preferred Skills & Qualifications:
- Demonstrated proficiency in managing budgets and strategic planning.
- Experience with integrating with enterprise applications.
- Experience with Computerized Maintenance Management Systems.
- Experience working in a complex higher education environment.
- Experience with current programming languages and/or database administration.
- Understanding of facility maintenance/construction practices and terminology.