SEARCH CAREER OPPORTUNITIES

POSITION SUMMARY: 

Under the supervision of the Senior Director of Customer Services, the Manager, SaaS (Software as a Service) leads our service delivery of cloud-based applications available over the Internet. The role leads the full lifecycle of SaaS: product evaluation, cost negotiation, contract compliance, purchase, implementation, license management, security, API access, KPI measurement, usage and cost evaluation.

The purpose of this position is to ensure organizational return on investment (ROI) of productivity SaaS offerings such as Dropbox, DocuSign, Adobe Creative Cloud and Document Cloud, Zoom, Salesforce and Pardot, Constant Contact, SharePoint Online, and similar. The manager will lead negotiations with SaaS providers or working collaboratively with the UMass system’s Unified Procurement Services Team to represent the campus’ interests. The manager will track and manage software licenses across the enterprise from our ServiceNow platform to lower costs and stay compliant.

ESSENTIAL FUNCTIONS:

• Collaborate with IT, sourcing, and business stakeholders to identify and document all SaaS applications and subscriptions throughout the organization.
• Create an ongoing transparent and continuously updated inventory of SaaS instances accessible to department heads and cost center owners.
• Create documentation around evaluation, integration and governance within IT best practices for application adoption, license provisioning, security, privacy, and user on- and off-boarding.
• Determines KPI measurements for SaaS application adoption, usage and sentiment, and delivers reporting to stakeholders across the organization.
• Evaluate and monitors SaaS application inventory across the organization for optimal cost-effectiveness, including the elimination of application or cost-center redundancy.
• Manage SaaS application life cycles including the creation of a SaaS renewal calendar; build a documented, collaborative evaluation process; and develop action plans for upcoming renewal dates
• Develops ongoing partnerships with IT, sourcing, vendor management and individual department managers to lead digital transformation and increase organizational ROI, effectiveness and agility.
• Helps stakeholders find the most effective tools to increase business effectiveness
• The Manager will supervise 1-5 staff.
• Leads teams to independently evaluate their best practices and adopt a value-driven mindset when purchasing new SaaS applications.
• Optimizes licensing agreements with a focus towards leveraging enterprise license agreements (ELAs).
• Manage the work order management queues
• Perform other duties as assigned

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree in related field or equivalent experience.
• 5-7 years total Information Technology related experience, including:
• 1-3 years of experience managing and coaching a team of technologists
• 1-3 years of experience with managing SaaS products
• 1-3 years of experience with leading software licensing and/or contract negotiations with software vendors
• Must have experience in license negotiation, be familiar with contract negotiation, and have extensive experience in managing multiple SaaS products.
• Must be familiar with emerging trends in SaaS products to improve business outcomes and will utilize data extensively from multiple sources to drive performance.
• Demonstrated ability to communicate thoughtfully, in person and in writing, with colleagues and partners, and while facilitating consultative design discussions with stakeholders in both business and technology functions to translate business needs into solution designs.
• Experience using lean and/or agile frameworks for product management such as agile, scrum, etc
• Ability to promote adoption through quality design, change management, platform promotion, and stakeholder partnership
• Experience promoting continuous professional development, versatility, and innovation for a high performing team to achieve business outcomes

PREFERRED QUALIFICATIONS:

• Customer service background
• Experience with ServiceNow Software Asset Management module, ServiceNow Request module