Associate CIO, Service Management Office

Overview

The Associate CIO of the Service Management Office provides the strategic leadership and oversight of the office, reporting to the CIO as a member of the senior leadership team. Specifically, the Associate CIO leads the continuation of the Enterprise Service Management initiative, manages the development and execution of the ServiceNow platform roadmap, and leads the support functions including the Service Desk, Field Support Operations, Client Systems Services, the Solution Center and works in close liaison with the IT Support Community and Distributed IT Practitioners. These teams work together to mature and improve our overall service delivery capability.

Responsibilities

Leadership and Oversight

• Sets the mission, vision, and strategy of the IT support organization to foster a customer-oriented culture and mindset driven by continual service improvement techniques
• Serves as a trusted advisor to campus units, builds and maintains relationships with stakeholders to develop a keen understanding of business needs
• Ensures efficient delivery of IT services to meet those needs related to service management and the use of SaaS solutions
• Balances growth and agility, ensuring the core IT functions are reliable, stable, and efficient
• Builds the leadership team and technical talent to deliver results and support future growth
• Leads SMO and OIT’s (Office of Information Technology) continual improvement initiatives
• Leads recruitment and compensation initiatives for the SMO
• Leads the Customer Service and Support functions in developing procedures and processes that incorporate continual improvement, best practices, and outstanding customer service
• Oversees key IT Infrastructure Library (ITIL) processes, such as incident management, knowledge management, change management, request fulfillment, problem management, configuration management, software asset management, service catalog management, and service portfolio management
• Oversees platform support for Enterprise Risk Management initiatives in Critical Infrastructure applying IT Operations Management (ITOM) processes for application monitoring and event management
• Manages and refines OIT’s IT metrics program, developing key reports, key performance indicators (KPIs), and metrics packages for OIT leadership and senior management
• Manages program risks, issues, and scope changes using defined governance processes and tools, including forecasting demand and calculating appropriate levels of FTE and supplier augmentation
• Interfaces and communicates regularly with program teams, management, and stakeholders to foster inclusion and transparency
• Ensures that quality standards are met using approved processes, methodologies, and deliverables
• Oversees relationships with department chairs, program directors, and departmental leadership to align IT Support Community with operational and academic needs, while identifying opportunities to enhance IT service delivery and support effectiveness.

Strategy

• Engages with University leadership to support the strategic adoption of service management and continual improvement principles
• Provides strategic leadership for service management at the University including the establishment of a university service portal
• Builds a multi-year roadmap for the ServiceNow platform and anticipates emerging needs for the University
• Develops strategies to ensure alignment between the goals of all OIT, the IT Support Community and Distributed IT Practitioners.

Qualifications

• 10+ years of relevant technical experience, including 6+ years of experience in a leadership role managing people and teams within technical functions.
• Solid background in delivering Cloud/Software-as-a-Service Platforms
• Experience with modern SaaS/cloud-based based infrastructures in which they have scaled, led, and secured an ecosystem of applications with proactive strategies and proactive roadmaps, and inspiring vision
• Record of accomplishment of leading IT transformational initiatives in sophisticated environments
• Success in using both standard methodologies, such as IT service management practices based on ITIL, as well as agile philosophies like DevOps
• Record of accomplishment with building and effectively managing large teams, and putting scalable processes and infrastructure in place
• Demonstrable ability to formulate a high-level strategy, then convert it into a tactical plan and execute on that plan
• “Hands-on” operating style and approach with a long-term point of view
• Resilient and tenacious, with an inclination toward policy and process
• Demonstrated ability to learn technical information quickly
• Team player able to work collaboratively and effectively with and through others, at all levels in the organization
• Forward looking with an emphasis toward process improvement
• Innovative and able to call on business sense and creativity to develop new ideas and solutions
• Education: Bachelor's degree or equivalent professional experience

Preferred:

• ITIL certified or ISO/IEC Foundation certified
• LEAN certification
• PMI /Agile certification
• Experience in using ITIL change management best practices
• Higher education experience
• Vendor management