This high-level, strategic position has broad leadership and operational responsibilities for information technology services at Case Western Reserve University (CWRU) which include university-wide technology as well as managing the technology and related personnel within the schools and units, technology communications, customer support services, digital and new media technologies services. The individual in this position will be expected to bring new and innovative strategies and solutions to service delivery at this R1 institution, as well as provide oversight to business development, and client management. The Assoc. VP of Client Experience plays an integral role in business communications and in planning, organizing, and sustaining operational excellence. This position will join the UTech Senior Leadership Team and be involved with implementing [Re]Imagining IT, the CWRU IT Strategic Plan. This position requires both broad and deep knowledge of technology in an academic and research setting, skilled knowledge of services and support practices, and highly honed and mature leadership skills."
The incumbent will be responsible for operationalizing and executing two specific initiatives of the 9-point strategic plan currently guiding the division. This will involve extensive interactions with combined divisions and schools at the university, as well as require a clear understanding of and the ability to articulate the mission, goals and objectives of a major private research and teaching university and the critical role that IT plays in support of that mission. As part of strategic initiative IV to strengthen IT foundations, infrastructure, operations and user experience, the incumbent will act on plan recommendations to improve awareness of it services, products and tools, support a culture of service excellence, improve access to CWRU resources, provide needed information technology tools, make the basic tools and facilities for collaboration more robust and accessible, provide systems for collaboration and communications, and enhance applications focusing on the end-user experience. In addition, the Associate Vice President will have primary responsibility for strategic initiative IX, to centralize university-wide IT services and resources, a project that commenced in January 2016 and is well underway. Continuing the journey, the incumbent will lead the University Technology (UTech) team in working together to reduce and effectively manage the information security risk profile of CWRU, to ensure business continuity and disaster recovery readiness by leveraging best practices across the university, to improve the IT experience across all areas of the university and optimize the university’s investments in it, to foster professional growth and development across the entire team.
UTech is responsible for all university technology services and operates within a shared governance model that includes the Faculty Senate and various other distributed technology support groups across campus that are now part of the new UTech centralized organization. Emotional intelligence and skilled relationship building in order to garner trust is essential for success in this position. The Associate VP must be a consensus-builder with a high degree of political and organizational acumen; must constantly learn and adapt to the rapid rate of change in IT; must be equal to the challenges of support and leadership in a diverse community of teachers, researchers, administrators, and students; must be of the highest ethics, must be a team player, and must be able to meet university needs and priorities with finite financial resources through creative assignment of work, people, and financial resources.
The incumbent will be one of the leaders among the senior members of the UTech leadership team responsible for planning, development, deployment, and operational management of university-wide mission critical technology services. The position has multiple direct reports, including managers responsible for service delivery, process improvement, all forms of communications, project management, and support. As part of the UTech Senior Leadership Team, the incumbent will have operational interaction and ongoing work activity with the AVP for Finance, senior directors, Chief Information Security Officer and senior teaching and academic technology positions. The position has overall responsibility for staff members, student employees, and a large operating budget.
- Internal Operations Strategy & Planning. Develop strategies for internal operational planning and have a critical role in developing and sustaining effective communication and coordination across groups within CWRU. Play an important role in the areas of resource management, financial planning, budget planning and fiscal responsibility. Take responsibility for establishing the operational priorities area of responsibility collaborating with the VP/CIO to establish the optimal balance between operational activities and new developmental and strategic work across the division. Participate with senior leadership team on the use of information and technology. Responsible for aligning project prioritization, human and financial resource allocation, and routine and ongoing project management. Develop and administer operational plans with academic, administrative and research units. In consultation with the VP/CIO and AVP for Finance, provide for fiscal stewardship and responsibility; develop and manage the UTech annual budget for each reporting unit. Coordinate facilities needs on behalf of the office of the Vice President for University Technology and in support of housing technology across campus. Participate in the planning and implementation of major renovations and new construction on behalf of the division. Provide IT guidance to services in planning and implementing new CWRU facilities, including but not limited to the new health education campus, Maltz Performing Arts Center, and others. Serve as liaison between the office of the Vice President for University Technology and the major reporting units, including the offices of Campus Planning and Facilities Management. Participate in all aspects of the development, implementation and evaluation of the university master planning process as it relates to the interests of the division. (25%)
- Maintain and Ensure Service and Operational Excellence. All mission-critical UTech services (instructional, research and administrative) are institutional strategic assets. The Associate VP needs to be “all things service and support” for overall superlative service management. Provide broad strategic and operational responsibilities for IT at CWRU. Lead new approaches to serve new generations of domestic and international students and faculty to teach, learn, and perform research with IT. Help to cultivate collaboration technologies. Develop and manage systems for self-help and common desktop management. Model efficiency and effectiveness in tailoring systems for CRM and distributed support. Develop long-range goals and plans for IT systems including application acquisition, vendor management, technology approach, software development environments, and staffing strategies. The individual in this position is responsible for the modernization and growth of assets, without interruption of production services, through a period of unprecedented technological change. Responsible for disciplined and robust accountability metrics on performance and operational excellence. Provide a data-driven planning approach. Develop service delivery analytics to tell the story of UTech success and inform future service decisions. Assist with developing enterprise architecture and enterprise technology operations. Embrace new approaches to provide new services. Lead in the use of digital and new media technologies. Provide oversight for broad scope communications and marketing strategies, as well as the communications team, to ensure constituent understanding and efficient use of UTech resources, and also to build trust and credibility with our clients. Maintain understanding of regulatory and legal issues, the goals of the university and emerging trends in the industry. (25%)
- Provide Inspired Leadership and Informed Direction. Evolve an organization that is consultative, collaborative, responsive and capable of addressing simple and complex IT issues and initiatives. Lead various advising and governance committees. Serve as a key interface with the Chief Information Security Officer on incident response requirements and operations. Supervise UTech in the absence of Vice President/CIO. Lead meetings of school and administrative unit technology leaders and other key decision-makers from all academic and business units. Provide a leadership role in shaping the newly centralized organization. Supporting and ensuring the success of the recent move to centralize university technology is a high priority of the division and a major responsibility for this position. Represent CWRU locally, nationally and internationally at meetings and conferences, as well as in publications, etc. Provide a strong technical discipline and thought leadership within and across the reporting units. Bring innovative solutions and leadership to the university. (20%)
- Staff Development. Recruit, develop, motivate and retain staff through the development of growth plans, coaching, mentoring, teamwork, mutual respect and maintenance of the highest level of professionalism. Mentor UTech professional staff in their technical, career and professional development. Manage staff in direct line responsibility, including hiring, assignment of duties, evaluation and termination, if necessary. Review all salaries and promotional requests within the division. Review and approve all job openings prior to submission to the budget office and coordinate all personnel transactions with both Human Resources and the university budget office. Assist with evolving the UTech organization skills, services and alignment as technology continually evolves. Consult with the VP/CIO and AVP for Finance in long-term staff planning for the reporting units. (20%)
- Vendor Relations. Serve as the key contact point for appropriate commercial vendors including sourced CDI help desk and call center, along with other contracted vendors. Work closely with procurement to ensure compliance with vendor contracts. (5%)
- Perform other duties as assigned. (5%)
Department: Daily departmental contact is needed with the VP/CIO, AVP Finance, the Senior Directors, CISO, IT Architect, Service Delivery Manager, Process Improvement Manager, MediaVision Manager, Communications & Marketing Manager, and daily or frequent with administrative support staff within the division to move operations forward.
University: Regular contact in required with university Chief Finance Officer, Senior Vice President for Administration, Controller’s Office, University Budget Office, Office of Research Administration, Payroll, Grants Accounting, Human Resources, Construction Administration, Facility Management and Operations, Institutional Research and Planning, Plant Services, Custodial Services, Campus Services, Registrar, Internal Audit, University Communications, University General Counsel, Undergraduate Studies, Financial Aid, and Student Accounts Receivable to engage and inform the university community,
External: Regular contact is needed with major vendors, including contract negotiations and monitoring. Periodic contact is also needed with grant funding sources/agencies to engage, inform and develop/maintain relations with the external community,
Students: Periodic interaction is needed with graduate and undergraduate student employees along with periodic interaction with students for troubleshooting service issues to inform and serve the student clients. Frequent contact is required with faculty, staff, and students in both group setting as well as individual meetings to inform and serve the university clientele.
Supervise UTech in the absence of Vice President/CIO. This position has direct supervision of IT Architect, Service Delivery Manager, Process Improvement Manager, MediaVision Manager, PMO Leader and the Communications & Marketing Manager, and centralized technology leaders from all areas of the university. May directly supervise other staff as needed.
Experience: 15 or more years of progressive experience in IT operations and administration with at least 10 years of direct managerial experience in a dynamic IT environment is required. Experience that would include at least 5 years of experience in a higher education setting is desired.
Education/Licensing: A Bachelor's degree is required. Advanced degree is strongly preferred.
- Superior track record of producing operational and financial results and providing excellent customer service. Successful track record of introducing new strategic uses of information and technology. Successful management of large scale IT programs in peer universities, research organization, or other large, complex organizations.
- Proven experience running a business unit within a large organization. Record of engagement and contributions to the regional and national professional community is a plus.
- Proven ability to excel in a complex, centralized, consensus-driven IT environment with a combination of structured and unstructured internal constituencies is essential to success in this position.
- Ability to network, build relationships, build consensus, and work closely with a diverse and changing landscape of individuals and groups; a sophisticated sense of how to make connections and mesh projects, initiatives with the people and forces driving them.
- Ability to attract skilled, competent, motivated, creative people and coach, mentor and direct a talented technical staff. Outstanding commitment to and passion for managing highly skilled technical teams
- Ability to foster and maintain effective working collaborations and partnerships with the central office staff and with colleagues throughout the university. Ability to lead through influence and persuasion. Ability to develop strong relationships across complex organizations, with department leaders and other members of senior leadership, and capable of establishing rapport and credibility with line and staff leaders in an effort to influence and motivate.
- Able to plan, communicate, and get buy-in for projects, priorities, and goals. Continually demonstrate sensitivity to and understanding of issues around stewardship of resources.
- Attentive to emerging technologies and evolving user needs, planning service changes as appropriate and understanding the consequences of intended actions in complex environments.
- Ability to juggle multiple priorities (including a mix of operational responsibilities and projects) within an environment characterized by changing technical requirements. Demonstrated ability to carefully manage resources for maximum return.
- Highly developed and effective communication skills across all media. Ability to effectively communicate with senior (non-technical) leadership as well as with highly technical staff. Be able to facilitate effective communication and organizational change with multiple constituencies across the university and within UTech. Excellent listener and problem solver who has an appreciation for the perspectives of others and is able to resolve conflicts. Forward thinking, politically sensitive with an understanding of the significant technical and non-technical issues associated with any technology implementation.
- Commitment to the highest quality customer service.
- Consistently model high standards of honesty, integrity, trust, openness and respect for all individuals. Embrace diversity.
- Possess a high level of self-motivation coupled with a strong work ethic and a desire to build and grow an organization.
- Broad technical expertise.
Professional office setting. Travel between various locations on campus is required. Travel to meetings, conferences, etc. off campus will be required. Attendance at meetings/functions outside normal working hours, including weekends, will be required. The employee may be required to carry a cell phone, during and after normal work hours, including weekends to manage after-hours emergencies. The position requires typing on a computer keyboard and using a computer mouse and a printer.