ITS Business Operations Manager

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INITIAL REVIEW DATE (IRD)

UC Santa Cruz jobs are posted until filled. All application materials submitted by 11:59 pm on the IRD will be routed to the hiring team for consideration. NOTE: Applicants who miss the IRD are still encouraged to apply; their materials will still be forwarded for consideration if requested by the hiring team. Application materials cannot be accepted outside of the jobs portal. Applications cannot be edited on an applicant's behalf. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 09-17-2025

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

Information Technology Services (ITS) is the center for IT services and support at UC Santa Cruz. We are a team of over 200 diverse, enthusiastic people with a mission to deliver exceptional, modern, accessible, and secure technology services and support to nearly 25,000 students, faculty, and staff. We are constantly striving to meet the evolving needs of our campus while fostering a culture that embraces the rich variety of perspectives and experiences within our community.

We are looking for people who are curious, hard-working, resourceful, kind, and committed to inclusion. We strive to continually improve service quality, experience, and value for UC Santa Cruz students and employees, and are in search of people who can help our team continue to meet that goal. ITS is committed to strengthening our internal values of equity, work-life balance, and fostering a supportive culture. Prioritizing career paths is important to us and we devote resources to skill and professional development for our staff. We encourage you to apply, even if you do not believe you meet every qualification for the position but possess transferable skills and experience.

University of California offers competitive benefits including Medical, Dental & Vision Care Insurance Plans, University of California (UC) retirement, Paid Family Leave, and Paid Holidays plus accrued vacation and sick leave. Visit the UC benefits page for more information at UC Compensation and Benefits.

JOB SUMMARY

The Business Operations Manager serves as a critical role essential to leading the full range of business and administrative functions for the ITS Division, responsible for mitigating operational and financial risks through comprehensive oversight of procurement, billing, contract management, and space/facilities planning. This position ensures the operational integrity and financial stability that enables ITS to deliver reliable technology services across the university, while ensuring compliance with campus policies, regulatory requirements, driving process improvements, and providing the operational foundation critical to supporting ITS's mission. The Manager leads complex administrative operations including financial audits, data analysis, and billing operations, while maintaining strategic partnerships with key campus offices and serving as the Divisional Space Control Officer.

As both a hands-on manager and supervisor, the Manager provides direct supervision to professional staff, fostering a high-performing team environment. Working closely with ITS leadership and cross-functional teams, this role supports divisional planning initiatives and campus-wide projects to advance operational excellence and align with organizational goals. The position requires continuous oversight of high-stakes financial and compliance functions where operational failures could result in audit findings, revenue loss, or service disruptions impacting the entire campus community.

APPOINTMENT INFORMATION

Budgeted Salary: $122,620 - $141,500/year. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day

Employee Classification: Career appointment

Job End Date: None

Work Location: Scotts Valley

Union Representation: Non-Represented

Job Code Classification: 000547 (ADMIN MGR 1) - Grade 25

Travel: Never or Rarely

JOB DUTIES

25% - Business & Administrative Operations Management

• Leads and manages the full scope of business and administrative operations for the ITS Division, including procurement, enterprise billing, contract renewals, space and facilities oversight, and general administrative services.
• Oversees a team of business operations staff and students, ensuring effective support for divisional processes and compliance with campus policies.
• Represents ITS as a member of the Business Managers Advisory Group, convened by the Campus Controller's Office, to bridge policy and process across Accounting, Procurement, and other campus business offices
• Develops and maintains internal policies, process documentation, onboarding resources, and communication tools to support operational efficiency and transparency.
• Coordinates data collection, survey responses, and participates in campus-wide administrative initiatives.
• Collaborates across finance, HR, and leadership teams to drive continuous process improvement and alignment with divisional goals.

20% - Financial Audit & Data Analysis

• Leads and coordinates complex audits and reviews of ITS financial and business operations to ensure compliance with internal controls, University policies, and state and federal regulations.
• Oversees divisional audit processes, assesses financial procedures for risk and regulatory alignment, and recommends improvements to strengthen accountability and operational efficiency.
• Develops and facilitates annual financial and service reviews, including data analysis, stakeholder engagement, and reporting.
• Designs and maintains financial models, dashboards, and scenario analyses to support rate development, recharge activity, procurement tracking, and space utilization.
• Collaborates with finance staff to enhance data transparency, support informed decision-making, and drive continuous process improvement aligned with ITIL principles.

20% - Billing & Contracts

• Oversees and manages complex billing and revenue processes for ITS services, including enterprise recharge billing, telecom invoicing, and special agreements such as cell tower leases and interagency passthroughs.
• Coordinates monthly billing ensuring data integrity, timely reconciliation, and compliance with campus financial systems and standards.
• Leads cross-functional collaboration with internal stakeholders, external partners, and campus units to resolve discrepancies, maintain audit-ready documentation, and ensure accurate allocation of costs and revenues.
• Manages financial aspects of telecom infrastructure and cell tower lease agreements, including contract compliance, revenue tracking, CPI adjustments, and reporting. Supports continuous improvement in billing workflows and financial processes.

15% - Business Process & Continuous Improvement

• Leads the documentation, analysis, and continuous improvement of administrative processes across ITS., partnering with teams to advance IT Service Management (ITSM), Lean practices, and operational excellence.
• Collaborates with ITS Leadership and staff on strategic initiatives, special projects, and data-driven planning efforts.
• Supports campus and system-wide surveys, costing analyses, and service definition work, including participation in national benchmarking efforts
• Provides analytical support for divisional planning and monitors project progress to ensure alignment with goals and timelines.

10% - Space & Facilities Management

• Leads and coordinates strategic and operational space and facilities planning for the ITS Division, ensuring alignment with university policies and standards.
• Develops and implements divisional space management guidelines, oversees space utilization tracking, and manages annual reporting processes.
• Serves as the primary liaison with campus partners including Capital Planning & Space Management (CPSM), Physical Planning, Development & Operations (PPDO), and Environmental Health & Safety (EH&S).
• Supervises facilities staff and coordinates space optimization projects to support evolving operational needs.

10% - Supervision

• Provides direct supervision and guidance to professional staff, fostering a collaborative, high-performing team environment.
• Sets clear goals and expectations, conducts performance evaluations, supports professional development, and ensures accountability.
• Delegates tasks effectively while promoting communication, initiative, and continuous improvement aligned with divisional priorities.

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and / or equivalent experience / training.
• Knowledge of managing business and administrative operations, including policy development, implementation, and monitoring within a complex organizational setting.
• Strong knowledge of financial compliance, internal controls, audit processes, and risk management within a large organization.
• Proven ability to manage enterprise billing systems, reconcile invoices, and coordinate multi-stakeholder billing processes.
• Experience with space management, facilities coordination, and ensuring compliance with campus space policies and regulations.
• Proficient in data analysis, financial modeling, and reporting, with the ability to develop dashboards and interpret complex data to support decision-making.
• Effective supervisor with experience leading, motivating, and developing professional staff.
• Excellent written and verbal communication skills, with a demonstrated ability to collaborate across diverse teams and influence stakeholders.
• Demonstrated ability to understand, apply and research issues, UC policies and procedures.
• Strong quantitative and reporting abilities with experience in database management, data gathering, and analysis.
• Experienced in identifying and analyzing problems in a multi-faceted way. Comfortable in recommending, developing and implementing solutions and alternatives.
• Demonstrated ability to perform and execute in a hybrid modality including leading a hybrid (remote and onsite) team.

PREFERRED QUALIFICATIONS

• Experience with Lean process improvement or IT Service Management (ITSM) frameworks.
• Knowledge of space management practices and facilities coordination.
• Experience in higher education or public sector organizations with knowledge of fund accounting principles.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Selected candidate must pass the employment misconduct disclosure process.
• Ability to work long periods of time at a computer with or without accommodation.
• The selected candidate will be required to work a hybrid work schedule and must be able to work successfully from a home/remote office and fulfill the requirements of the UCSC telecommuting agreement.
• Incumbent may be required to work nights, weekends and/or holidays.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.
• Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations.

MISCONDUCT DISCLOSURE REQUIREMENT

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

a. "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

- UC Sexual Violence and Sexual Harassment Policy
- UC Anti-Discrimination Policy
- Abusive Conduct in the Workplace

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

NOTICE OF AVAILABILITY

EEO/AA

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status or other protected categories covered by the UC Anti-Discrimination Policy.

It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts, consistent with its obligations as a Federal and State contractor.