IT Client Manager

Summary of Work Activities and Responsibilities:

Under the supervision of the Client and Project Management Head, the Client Management team is the strategic arm of the Vice President for Digital Information and Technology (VP DITS in the various clusters to align and operationalize the University Strategies and IT Plans. The Client Manager III provides support in determining and fulfilling units' IT requirement by closely partnering with the assigned unit, gathering data, and providing recommendations based on identified needs.

Main Duties and Responsibilities

I. Planning and Design

• Assists in determining the IT requirements of the school in order to support and enable its academic, formation, and co-curricular programs.
• Gather data on IT needs of the assigned unit through meetings with management, interviews, and administering of surveys
• Provides an initial analysis based on data gathered from the unit, its stakeholders, and other relevant sources
• Identifies priority needs and recommends next steps based on analyzed data
• Collaborates with the assigned unit on the strategies and direction of information technology resources, and aligns these with the unit's priorities and business requirements.

II. Operation and Maintenance

• Provides inputs and coordination for the budgetary requirements of the cluster.
• Coordinates with other OVP DITS units (Academic Solutions, Enterprise Productivity Solutions, End-User Management and Infrastructure Management teams) regarding the requirements of the cluster.
• Implements an established communication plan to ensure proper coordination and consistent information sharing between stakeholders (e.g., communication of policies, requirements, and changes in relation to the cluster's IT Resources)

III. Service and Quality Control

• Recommends and implements structure for feedback such as customer satisfaction surveys, needs assessments, periodic reviews for adherence to standards and continuous improvement of OVP DITS' service offerings.
• Coordinates with the OVP DITS' Process, Performance and Service Level Management team for service level monitoring in the cluster.
• Proposes resolutions to conflicts that arise between stakeholders such as the unit and service providers.

IV. Performs other office-related tasks as may be assigned by immediate supervisor or authorized representative

Minimum Qualifications: Knowledge, Skills and Abilities

• Planning: Ability to effectively plan and coordinate the delivery of required outcomes, according to importance and urgency; keen to details
• Communication Skills: Good verbal, written and interpersonal skills.
• Coordination Skills: Ability to proactively coordinate, mediate, and manage actions in relation to others.
• Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time
• Critical Thinking: Ability to interpret policies and procedures to make informed decisions
• Negotiation: Ability to explore alternatives and positions to reach outcomes that gain the support and acceptance of all parties
• Decision Making: Ability to identify and understand issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions
• Change Management: Ability to manage resistance to change by involving and engaging key stakeholders in the process of change
• IT Service Management: Basic knowledge in developing, implementing, and managing
• IT Service Management processes, methodologies, and tools for an academic setting.
• IT Solutions Management: Basic knowledge on technology solutions and resources for the academic setting

Education and Experience Requirements:

• Bachelor's Degree in Computer Science/Engineering, Information Systems, Management or equivalent
• Knowledge in IT Service Management and related IT practices, ITIL 4 certification is an advantage
• Preferably with at least 3 years related working experience
• Background in Education, Finance, Accounting, Purchasing and/or HR is a plus
• In good health and of good moral character

The Ateneo de Manila University (Ateneo) is one of the leading universities in the Philippines. More than 150 years in existence, the Ateneo has grown into a major Jesuit institution. Officially it became a university in 1959. It offers over 100 academic degree programmes. Ateneo offers Basic Education (Grade School, Junior and Senior High School). In addition, the Loyola Schools (college) is made up of four schools (Social Sciences; Humanities; Science and Engineering; and Management) that offer graduate and undergraduate degrees, with a total enrolment of about 10,000 students per year. The Ateneo has 4 professional schools located in 3 campuses in Quezon City, Makati City and Pasig City (Business; Government; Law; and Medicine and Public Health), with about 4,000 professional postgraduate students. It has an array of research centres, 11 of which are recognized as Centres of Excellence by the Philippine Commission on Higher Education. In addition to a European Studies Programme, it has a Centre for Asian Studies that fosters comparative research on East and Southeast Asia. The Ateneo has 207 partnerships with universities around the world (82 in Europe, 87 in Asia, 11 in Australia and New Zealand, and 27 in North and South America) and is a member of the ASEAN Universities Network and 3 other international university networks. The Ateneo's Rizal Library is the most advanced in the Philippines with over 307,000 titles in its collection and online access to most major academic journals.