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IT Communications Operations Manager

About the Opportunity

The IT Communications Operations Manager within Information Technology Services helps support Northeastern’s transformation into a modern, digital university in this marketing and communications role. The IT Communications team plans and drives efforts that engage people-at the university and beyond-about ITS, including its services, values, and the strategic role IT plays in helping the university deliver its academic and strategic vision.

The IT Communications Operations Manager leads day-to-day operations and production of the IT Communications team, counsels management on operational and production issues and opportunities, and contributes to overall unit creative and strategic direction and implementation.

The operations manager also represents IT Communications as a member of the ITS Service Management Team, educating and helping guide colleagues and leaders on communications best practices and how they may best be leveraged as part of processes, change, and service management.

The operations manager monitors project schedules and roadmaps, helps manage project budgets, coaches staff, and drives team efforts around customer-first engagement, operations and process management, and continuous quality improvement. In conjunction with the team leadership, the operations manager ensures operational and production activities, and tactical marketing and communication goals are aligned with and support the strategic messaging and marketing and communications goals of the unit, ITS, and the university.

To ensure that essential services are provided to key Northeastern executives, the employee will be required to work outside his/her regular working hours and on some university holidays. This role is eligible for remote work.

At Team ITS, your success matters as much as the mission. Learn more about our flexible, highly dynamic, and values-first culture at

This position is eligible for remote work.


A qualified candidate has 8-10 years of experience in higher education, marketing, or communications. Exceptional oral and written communication skills are required. Preference will be shown to candidates who have a demonstrated ability to effectively engage audiences through print, digital, events, and other communication channels.

The successful candidate has demonstrated ability to excel and get results in a fast-paced and sometimes uncertain environment. They are comfortable with organizational and process-related change, and has exceptional critical-thinking and problem-solving skills. The successful candidate also has a reputation for managing and leading with compassion and empathy, with a talent for establishing and sustaining strong relationships, both within and across high performing, cross-functional teams. The operations manager must have the effective interpersonal skills required to work successfully across and with a diverse range of colleagues, peers, partners, customers, and leadership.

Preference also shown to candidates with experience or familiarity with technology service management, ServiceNow/ITIL process, change management, or incident management.

Must be able to pick up technical concepts and collaboration tools quickly. Familiarity with Microsoft applications, including Word, Sharepoint, Excel, Teams, and Outlook, and their use in a collaborative setting is strongly preferred. Proficiency with WordPress, Contentful, or similar web content management system is preferred.


Lead and support day-to-day operations of IT Communications team and projects. Work with manager to oversee, and where appropriate develop, operational processes to maximize the potential of the team, continually seeking ways to improve.

Represent IT Communications in the service management, change management, and incident management processes. Collaborate with colleagues across ITS and the institution, to help shape and advocate for communications’ role in these processes. Maintain change communication calendars, and report trends, updates, and issues up to supervisor and to ITS leaders.

Communicate about ITS-supported technology, services, and initiatives. Working with manager and team members, develop and influence communication strategies and materials that address the needs of the community, enhance the customer experience, and support the university’s academic and strategic vision. Develop and support events, media, and campaigns to promote or communicate new service launches.

Manage and participate in rotating communications on-call schedule, which may include communicating planned and unplanned service disruptions and outages during both business hours and off hours, and monitoring channels for updates from service teams that impact customers.

Position Type

Marketing and Communications

Additional Information

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see

To apply, visit

Northeastern is an Equal Opportunity/ Affirmative Action, Title IX educational institution and employer. Minorities, women, and persons with disabilities are strongly encouraged to apply.


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