Client Services Manager

Job Summary

Under the general direction of the Director of Client Services for Information Technology Services, the Client Services Manager has two main focuses: client relationships and service delivery. Client relationship focuses on the development, building, and nurturing of strategic relationships with external partners, business partners, and fellow IT leaders to create and support solutions that align with customer needs. Service delivery focuses on the leadership required to lead a team of information technologists who provide front‑line support to faculty, students and staff.

The incumbent in this position is responsible for developing staff, monitoring service levels and striving to continuously improve framework and initiatives. #CalPolyITS

Information Technology Services (ITS) is a fast‑moving team that is responsible for helping Cal Poly achieve academic excellence through developing and implementing learning, teaching, and administrative solutions which leverage technology that align with strategic goals and objectives. With a focus on continuous improvement, ITS fosters innovation, supports continuous learning, and develops people to their full potential. Our team of more than 170 professionals works in a Dev Ops environment to shape the technology landscape at Cal Poly.

• Demonstrated expertise in building and leading an effective operations team by providing work direction, service level monitoring, escalation resolution and continuous service improvement.
• Thorough knowledge and practice of the principles of at least one of the following: ITIL, Lean Six Sigma and/or Agile.
• Demonstrated skill ensuring that appropriate technical products or services are provided, maintained and enhanced.
• Demonstrated skill in maintaining high quality/standards of work, initiative, ethics, commitment, and professional responsibility and judgment. Ability to represent the university in a professional and conscientious manner.
• Skilled at building inclusive, effective teams and able to develop and empower staff to enable high performance and engagement.
• Demonstrated skill in reviewing and acting upon complex individual and organizational problems and making recommendations to influence change in technology policies.

• Bachelor’s degree and five (5) years of progressively responsible supervisory experience in the area of business, technology, customer service, or a related field or equivalent combination of education and experience. Additional qualifying experience may be substituted for the required education on a year‑for‑year basis.

The anticipated hiring range for this role is $115,000 – $138,000. Note that the offer is calculated based on the background and relevant years of experience of the individual selected. Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Anticipated Hiring Range referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position.

The Classification Range may be broader than what the University anticipates paying for this position, based on internal equity, budget, and collective bargaining agreements (when applicable). Cal Poly offers a best‑in‑class benefits program, including health, dental and vision insurance, retirement participation in the Public Employees’ Retirement System, and educational benefits for eligible employees. See our benefits website for additional information.

This position is open and available to all regardless of race, sex, color, ethnicity or national origin. Consistent with California law and federal civil rights laws, Cal Poly provides equal opportunity in education and employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Our commitment to equal opportunity means ensuring that every student and employee has access to the resources and support they need to thrive and succeed in a…