Product Manager, Data and IT-Managed Services

3 weeks ago

New York County New York, United States Uncommon Schools Full time
Job Description

As a member of Uncommon’s Product Management Team, the Product Manager will own the Managed Service Providers workstream that will help ensure the team works independently toward achieving outcomes (not tasks) under minimal guidance. Accountable for performance management, support management, deliverables and obligations tracking, customer satisfaction surveys, vendor metrics, reporting, contract inquiries, budget and invoice management, and escalation management by directly managing vendor(s) responsible for the day-to-day operations of Uncommon's IT infrastructure and projects

Beyond technical knowledge, the Product Manager must have strong change management, planning, and communication skills in order to manage technology and processes at Uncommon’s scale and high standard. 

Oversee Uncommon’s IT Managed Service Providers (Ricoh, Inspiroz, etc):

Manage Use Cases: Deeply understand stakeholders’ goals and use cases for IT (i.e. day-to-day and outage support, hardware maintenance, software licensing, etc.)

Manage Summer Infrastructure Upgrades: Oversee Managed Service Provider in all school-based hardware and infrastructure projects and upgrades (i.e. new building tech outfitting, EOL and upgrades such as Servers, WAPs, WiFi, etc)

Own Processes: Develop and manage the implementation of all processes for day-to-day (relationship management, performance management, issue management, vendor support management, deliverable and obligation tracking, executive and operational vendor reporting, and other governance activities)

Support Policy: Work with Data Governance team to build, execute, and automate policy, including security, data governance, roles & permissions

Troubleshoot & manage escalations: Troubleshoot & work with vendors to resolve escalations and outages

Own the Service Improvement and Innovation Plans: Oversight of vendor service reviews and service improvement and innovation plans as necessary

Contract, Payment & ERate: Contract management and financial management, as well as all E-Rate processes

Manage Relationship: Build excellent relationships with vendors, act as liaison between vendor and Uncommon on any projects, and own school-level escalations & difficult conversations.

Manage Google Workspace (GW) for Education (e.g. Gmail, Drive, Docs, Sheets, Google Classroom, and more):

Oversee the planning, prioritization and execution of the GW roadmap in partnership with team members who rely on GW functionality (such as Product Manager of EdTech). 

Identify and escalate issues with technology partners and manufacturers.

Independently create communication and change management plans internally driven shifts or Google-imposed changes

Train IT Support team and outsourced partner to handle common issues

Collaborate with IT team members to facilitate integrations with GW data sets

Vendor Management:

Contract & Payment: Lead renewal and payment of yearly contracts, such as Verizon contract

Manage Relationship: Establish relationships with vendors, act as the liaison between vendor and Uncommon on any projects, and own school-level issues & difficult conversations. 

Partner concerns: Work with the Director to handle vendor issues 

Training and documentation:

Knowledge Base: Own creation and management of all internal and school-facing Knowledge Base articles on support, troubleshooting, and best practices for the platform

Training: Develop and Facilitate Training

School facing: Develop and facilitate training for regional and/or school leaders, which they will turnkey to their staff 

Data & IT: Help define and coordinate vendor-offered training sessions at the right level for those managing the Service Desk and Relationship Managers.

Process Documentation: Work with regional/school Leaders to document existing processes related to supported applications (e.g. documentation of best practices for in-school tech management)

Organizational Relationships:

Work closely with regionally-based RSOs, school-based Directors of Operations, and members of the Data and IT Team.

 

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