Service Delivery and Operations Manager (BUS SYS ANL MGR 1)

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Job ID

73512

Location

Davis

Full / Part Time

Full Time

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Job Summary

Reporting to the Executive Director, this position is the key lead providing strategic guidance and direction for Customer Support Services, Client Engagement, and the Campus and Health AggieService instances in the role of Business System Owner;

inclusive of AggieService Governance.

Directly accountable for the development, implementation, evaluation, and ongoing improvement of key initiatives. Provides supervision, guidance, and direction for the SSO Service Desk, AggieService Case Management System, and SSO operational administration programs.

Directly responsible for Service Channel Support (case management system help desk, training, knowledge management, tools administration.)

Responsible for developing, implementing, evaluating and making ongoing improvements to the client interaction framework.

Apply By Date

10 / 21 / 2024 at 11 : 59pm

Minimum Qualifications

For full consideration, applicants are encouraged to upload license, certification and / or educational degree if required of the position.

• Extensive experience with project management, specifically in the developing and driving execution plans to meet or exceed scope of services and deliverables.
• Experience in strategic planning, developing, managing and executing short and long term goals / plans.
• Experience aligning team priorities with broader customer service and organizational objectives.
• Experience in mediating differences between people and organizations, explore options for mutual gain and resolve issues to the satisfaction of those involved when possible.
• Experience with strategic planning, analyzing workflow and designing efficient analytical and business processes continually examining systems needs and refinements, and recommending best practices.
• Experience managing workflow and quality of customer service provided while working with management team to identify problems and improve customer service levels.
• Experience working with departments and / or functional owners to resolve problems, communicate policy, procedures and practices in order to meet unit goals.
• Interpersonal, verbal and written communication skills to clearly and effectively interact with a diverse group of individuals to secure and / or provide information to clarify situations, provide training, resolve problems, provide feedback, and negotiate services and / or agreements.
• Advanced analytical, technical and problem-solving skills and abilities and a strong awareness of larger team / department strategies and customer needs.

Preferred Qualifications

• PMP or other project management certification.
• Bachelor's degree in management or equivalent combination of education and experience.
• Experience to design and deliver multi-audience training and presentations.
• Business Process Analyst and / or Organizational Development experience.
• Knowledge of UC and UC Davis personnel policy, procedures and practices and Collective Bargaining agreements.

Key Responsibilities

• 80% - Service Delivery / Client Engagement / Strategic Initiatives
• 20% - Customer Service Desk / SSO Operations

Department Overview

The Shared Services Organization (SSO) provides administrative support functions for both UC Davis and UC Davis Health in Human Resources, Records, and Payroll administration.

The SSO is one of four Service Delivery Channels providing support to campus employees ( 22,000) and departments ( 450) and UCD Health ( 17,000).

SSO clients include staff, students, nurses, physicians, some academics and managers / supervisors of these units.

POSITION INFORMATION

• Salary or Pay Range : $107,100 / yr. - $224,100 / yr. (Budgeted salary up to $130,000 / yr.)
• Salary Frequency : Monthly
• Salary Grade : Grade 26
• UC Job Title : BUS SYS ANL MGR 1
• Number of Positions : 1
• Appointment Type : Staff : Career
• Percentage of Time : 100% Fixed
• Shift Hours : M-F 8-5
• Location : Davis, CA
• Union Representation : No - 99 - Non-Represented (PPSM)
• Benefits Eligible : Yes
• Hybrid / Remote / Onsite : This position is hybrid (mix of on-site and remote work)

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals.

Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page .

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract.

Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC : https : / / ucnet.

universityofcalifornia.edu / labor / bargaining-units / index.html

• High quality and low-cost medical plans to choose from to fit your family's needs
• UC pays for Dental and Vision insurance premiums for you and your family
• Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
• Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Paid Time Off / Vacation / Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Access to free professional development courses and learning opportunities for personal and professional growth
• WorkLife and Wellness programs and resources
• On-site Employee Assistance Program including access to free mental health services
• Supplemental insurance offered including additional life, short / long term disability, pet insurance and legal coverage
• Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
• Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here
• UC Davis cares about building a community, which is why we provide resources to enhance diversity, equity and inclusion as well as Employee Resource Groups (ERGs) to support our staff

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting / Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing / Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending / Stooping - Occasional Up to 3 Hours
• Squatting / Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use / repetitive motion - Frequent 3 to 6 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving / reasoning - Occasional Up to 3 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer / Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

• Employee is personally responsible for following health and safety procedures / guidelines.
• UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

Special Requirements

This is a critical position, as defined by UC policy and local procedures, and as such, employment is contingent upon successful completion of background check(s), including but not limited to criminal record history background check(s)

Diversity, Equity, Inclusion and Belonging

At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach.

We grow from every challenge we take on and we don't just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground.

The most comprehensive solutions come from the most diverse minds and you belong here. As you consider joining UC Davis, please explore our Principles of Community , our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected .

The University of California, Davis is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy, please visit : https : / / policy.ucop.edu / doc / 4010393 / PPSM-20

For the University of California's Anti-Discrimination Policy, please visit : https : / / policy.ucop.edu / doc / 1001004 / Anti-Discrimination

Because we want you to be seen, our recruiting process at UC Davis fosters authenticity, diversity, and inclusion. Studies have shown that some people may not apply to jobs unless they meet every single qualification.

Each unique role at UC Davis has a set of requirements and you could be perfect for this role, or you could be perfect for the next role! Don't meet all the requirements?

We still encourage you to apply! #YouBelongHere