Associate Vice President for Global Service Management and User Success

Overview

Reporting to the Vice President, Information Technology and Global University Chief Information Officer (CIO), the Associate Vice President for Global Service Management and User Success is primarily responsible for leading several groups (Global Service Management and User Success) within the Division of IT that focus on the delivery of direct IT services including but not limited to Campus Media, Audio/Visual Operations, Desktop Support, the Service Desk, Student Technology Centers, and Business Relationship Management. This role is primarily responsible for delivery high quality services and support as well as assessing strategic client and end-user needs. The Global Service Management and User Success group manages the service management lifecycle. It is responsible for providing 24/7/365 end-user support, desktop and audio visual support. It is also responsible for distributed IT support to include global academic sites. In addition to continuing to provide (and continuously improve) current services, this group will improve the direct user interactions, leveraging self-service (e.g., chat, chatbot, service portals, knowledge base, etc.). This team also is responsible for determining how to collect and gather feedback from users and partners to drive and implement service changes (which include the roll out of new services, or service enhancements). It coordinates with service partners in service definition, delivery, and improvement and leverages knowledge of users to meet their needs effectively. The Associate Vice President leads the Global Services Management and User Success team which consists of the Service Management Organization to include the Service Catalog, the Service Desk, the Partnership Team, Desktop Support, Student Technology Centers and Classroom SupportQualifications

Required Education:
Bachelor's Degree

Preferred Education:
Master's Degree in an appropriate discipline.

Required Experience:
10+ years of progressively successful leadership of diverse teams in an information technology organization with budgetary and staff management responsibilities. and 10+ years of experience supervising staff which includes hiring, coaching, managing performance, professional development and training. and 5+ years of experience in service management or user support.

Preferred Experience:
5+ years of experience in business relationship management, business analysis, or IT operations. or 5+ years of experience at a major research university. or 1+ years of experience in a multinational organization. or 1+ years of experience in a decentralized IT team.

Required Skills, Knowledge and Abilities:
Leadership, management, and staff development ability. Influencing and collaboration ability. Excellent communication, presentation, problem-solving and analytical skills. ITIL Service Management, Incident Management and Problem Management. An ability to plan and implement long-term plans and strategies. An understanding of technical training and staff development. An ability to analyze complex business issues and identify effective strategic and operational solutions.

Preferred Skills, Knowledge and Abilities:
Knowledge of research university business processes.

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PI178417124