Mobile Infrastructure Technical Manager - IT

University IT (UIT), part of the Business Affairs organization at Stanford University, is dedicated to delivering world‑class service and technology solutions to advance research, teaching, learning, administration, and healthcare. Stanford University is expanding its offering of Mobile Infrastructure services. We are seeking a highly skilled and experienced Technical Manager to join our team and take ownership of the mobile infrastructure engineering and operations.

This role will primarily focus on leading Mobile Infrastructure team, engineering and maintaining mobile technology, ensuring excellent client support, and managing vendor relationships. The ideal candidate should have a strong background in mobile network technologies, such as indoor and outdoor Distributed Antenna Systems (DAS), and public and private cellular networks.

• Technology:
  • Develop and execute strategies for the mobile network connectivity and private 5G service offerings.
  • Monitor and ensure the overall performance, availability, and reliability of the service.
  • Identify areas for improvement and implement measures to enhance service quality and efficiency.
  • Monitor the Mobile Connectivity Service Now Incident and Request queues for tickets and follow up with staff on status and remove obstacles that may be preventing prompt resolution of incidents.
  • Review all change requests to adhere to the UIT Change Management processes, and ensure relevant stakeholder, partner teams and user community concerns have been addressed.
  • Track and report the performance of operations by collecting and monitoring metrics and ensuring that performance aligns with defined business targets or SLAs. Observe trends that could inform opportunities for process improvement.
  • Collaborate with cross‑functional teams to troubleshoot and resolve service‑related issues.
  • Ensure established incident and escalation processes are being followed in a timely manner to resolve issues per SLAs.
• Client Support:
  • Serve as the primary point of escalation for clients regarding mobile network connectivity and private 5G services.
  • Understand client requirements, address their concerns, and provide solutions to meet their needs.
  • Provide technical guidance and assistance to clients in optimizing their mobile network connectivity and private 5G solutions.
  • Proactively identify opportunities to upsell or cross‑sell services based on client requirements and industry trends.
• Vendor Management:
  • Identify and evaluate potential vendors and suppliers for mobile network connectivity and private 5G services.
  • Collaborate with IT Vendor Management team to negotiate contracts and agreements, ensuring favorable terms and conditions.
  • Build and maintain strong relationships with vendors, monitoring their performance and adherence to service level agreements (SLAs).
  • Collaborate with vendors to resolve service‑related issues and elevate concerns as necessary.
• Team Management:
  • Lead a team of engineers, technicians and support staff, providing guidance, coaching, and performance feedback.
  • Foster a positive work environment that encourages teamwork, collaboration, and continuous learning.
  • Develop and implement training programs to enhance the skills and knowledge of the service team.
• Technology Planning:
  • Conduct market research and analysis to stay informed about industry trends and competitors' pricing strategies.
  • Continuously innovate and expand the mobile infrastructure service offerings to meet evolving client needs and market demands.
  • Conduct feasibility studies and cost‑benefit analyses to assess the viability and profitability of new service ideas.
  • Collaborate with cross‑functional teams, including product development, engineering, and operations, to design and develop new services.
  • Define service specifications, features, and deliverables, ensuring they align with client expectations and business objectives.
  • Apply strong project management skills, including the ability to prioritize tasks and meet deadlines.
  • Use a creative mindset and ability to think outside the box to create innovative service offerings.

• Bachelor's degree in a relevant field (e.g., Telecommunications,…