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Client Services Manager

Apply now Job no: 500071
Work type: Management (MPP)
Location: San Luis Obispo
Categories: MPP, Information Systems & Technology, At-Will, Full Time
Position Description

Job Summary

Under the general direction of the Director of Client Services & Portfolio Management, the Client Services Manager will focus on client relationships and service delivery. The Client relationship focuses on the development, building, and nurturing of strategic relationships with external partners, business partners, and fellow IT leaders and the 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 frameworks, processes, and initiatives.  In addition, formulate and administer policies, reviews, evaluates and adjusts the program and goals for the group; determines methods, techniques, systems and materials required by the program, assesses, develops and applies changes in policies and programs; and represents the program to the campus. 

Department Summary

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 aligns with strategic goals and objectives. With a focus on continuous improvement, ITS fosters innovation, supports constant learning, and develops people to their full potential. Our team of more than 150 professionals works in a DevOps environment to shape the technology landscape at Cal Poly.

Key Qualifications

  • 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 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.
  • Demonstrated skill in reviewing and acting upon complex individual and organizational problems and making recommendations to influence change in technology policies.
  • Demonstrated skill in being a creative, thoughtful problem solver, self-starter. Skilled at driving to deliver results, setting goals, negotiating compromise, settling personality differences and resolving conflicts.
  • Skilled at building inclusive, effective teams and able to develop and empower staff to enable high performance and engagement.

Education and Experience

Bachelor’s degree and five (5) years of progressively responsible supervisory experience in the area of business, technology, customer service, or a related field


  • Salary commensurate with the background and experience of the individual selected.

  • 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.

Cal Poly

Known for its Learn by Doing pedagogy, Cal Poly is the flagship of the world-renowned California State University system. Annually recognized as one of the top public universities in the nation, Cal Poly continues to offer an academic curriculum based on learned experience gained through real-world practice. Located in San Luis Obispo, Cal Poly is nestled comfortably among the coastal foothills, minutes from the Pacific Ocean and equidistant to the Bay Area and Los Angeles.

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.  

Diversity Statement

At Cal Poly, we believe that cultivating an environment that embraces and promotes diversity is fundamental to the success of our students, our employees and our community. Bringing people together from different backgrounds, experiences and value systems fosters the innovative and creative thinking that exemplifies Cal Poly's values of free inquiry, cultural and intellectual diversity, mutual respect, civic engagement, and social and environmental responsibility.

Cal Poly's commitment to diversity informs our efforts in recruitment, hiring and retention. Cal Poly is an equal opportunity employer. 

Supplemental Information

Must be willing to travel and attend training programs off-site for occasional professional development.

Must be able to work additional hours, including weekends, evenings, and occasional holidays, and adjust working hours to meet special jobs. 

The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. 

Must be able to successfully pass a pre-employment background/fingerprint check.  

This position classification has been defined as "Exempt" and is not subject to the overtime provisions of the Fair Labor Standards Act (FLSA).

Cal Poly, San Luis Obispo is not a sponsoring agency for staff positions (i.e. H1-B visas).

Advertised: Pacific Daylight Time
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