Service (saas) Applications Manager

Service (SaaS) Applications Manager

The IT Software as a Service (SaaS) Applications Manager is responsible for leading the delivery and support of IT services, with a primary focus on the SaaS platforms and applications. This role ensures that IT SaaS applications tools and processes are aligned with institutional goals, meet defined service level expectations, and adhere to industry best practices, including ITIL frameworks. The Manager will oversee a technical team, champion the adoption of standardized practices in incident and problem management, change control, and continuous service improvement. The ideal candidate will bring extensive experience in IT SaaS management, project execution, and product ownership, along with a strong understanding of business processes.

ITSM Process Ownership

Lead the implementation and continuous improvement of ITIL-based processes (e.g., Incident, Problem, Change, Request, Knowledge Management). Define and maintain ITSM policies, procedures, and documentation. Monitor process compliance and drive adoption across IT teams.

Service Delivery Oversight

Ensure high-quality, consistent delivery of IT services to students, faculty, and staff. Establish and track service level agreements (SLAs) and key performance indicators (KPIs). Identify service gaps and lead initiatives to improve service quality and efficiency.