Manager, Enterprise

Manager, Enterprise Applications

The UCF IT division within University Operations is seeking an experienced and collaborative Manager, Enterprise Applications to lead the day-to-day operations, support, and delivery of the university's enterprise and custom business application portfolio. This position manages a team responsible for administering, integrating, maintaining, and supporting critical applications that serve the academic, research, and administrative needs of the university. This position will oversee application service operations, lifecycle management, change control, and operational excellence while ensuring enterprise applications remain secure, reliable, scalable, and aligned with university technology standards.

Responsibilities:

• Lead and supervise the Business Applications team, including work assignments, workload balancing, onboarding, performance management, professional development, and cross-training initiatives.
• Manage service operations for enterprise applications, including incident management, request fulfillment, service level performance, and continual service improvement.
• Oversee application lifecycle activities, including upgrades, patches, environment refreshes, onboarding of new applications, and retirement planning for end-of-life technologies.
• Ensure compliance with UCF IT change management processes, ITIL practices, quality assurance standards, testing procedures, and release management requirements.
• Serve as the primary operational contact for university departments regarding application support, project intake, service requests, and issue resolution.
• Coordinate and prioritize application-related work, balancing operational needs with strategic initiatives and business priorities.
• Manage vendor relationships, support contracts, software licensing, and renewal activities while providing recommendations for future investments and service enhancements.
• Develop and maintain operational metrics, service reports, risk assessments, and performance dashboards for leadership review.
• Serve as a management escalation point for application service issues and customer concerns, ensuring effective communication and resolution.
• Maintain application documentation, runbooks, operational procedures, and configuration records to support service continuity and knowledge management.

Minimum Qualifications :

Bachelor's degree and 6 years of relevant experience; or High School Diploma (or equivalent) and 10 years of relevant experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Preferred Qualifications :

• Experience leading technical, application support, or enterprise technology teams, including workload management, staff development, performance coaching, and cross-training initiatives.
• Demonstrated experience managing enterprise application operations, including incident management, service requests, problem resolution, service level performance, and continual service improvement.
• Experience managing enterprise application portfolios, including upgrades, patching, software deployments, life cycle planning, and retirement of end-of-life technologies.
• Knowledge of ITIL-based service management practices and experience working with change, release, problem, and knowledge management processes, preferably using Service Now or a similar IT service management platform.
• Experience managing software vendors, support agreements, licensing, contracts, and renewals while ensuring service performance and operational continuity.
• Experience supporting enterprise business applications in higher education, healthcare, research, government, or similarly complex organizations, with responsibility for operational metrics, service performance reporting,…