Apr 27, 2022

Associate Director, Service and Process Management

  • Technology Services - UIUC
  • Remote (Position can be fully remote)
Full-Time Accounting Business Business Development Customer Service Engineering Information Technology

Job Description

Technology Services at the University of Illinois at Urbana-Champaign seeks an Associate Director, Service and Process Management to join our team. This position is responsible for leading strategic process improvement, strategic portfolio management, and service management for the Office of the CIO, using industry best practices and standards. The incumbent will lead the adoption of standard processes across all areas of the organization and help facilitate the adoption and education of best practices for the campus community. This position may be performed fully remote.

Job Summary
Responsible for leading strategic process improvement, strategic portfolio management, and service management for the Office of the CIO, using industry best practices and standards. Lead the adoption of standard processes across all areas of the organization and help facilitate the adoption and education of best practices for the campus community.

Duties & Responsibilities
Process Improvement

  • Work with the CIO, the Office of the CIO (OCIO), Technology Services leadership, and campus leaders to identify process improvement opportunities that will contribute to the university’s goals and objectives. 
  • Develop and implement a process improvement strategy that supports the initiatives and delivery of services that meet the goals and objectives of the University.
  • Work with the CIO, the OCIO, and Technology Services leadership to define and implement a set of prioritized strategic initiatives for the organization that deliver outcomes aligned to strategic goals and mission.
  • Identify areas of improvement and partner with senior leaders and the OCIO team to develop process improvement plans, build roadmaps and execute on continuous improvement projects to improve the quality of the organization.
  • Define, design, and implement continuous improvement programs/processes to ensure programs/processes are integrated within the organization. Implementation of improvements will need to include metrics and measurements to ensure compliance with and measure of the overall impact of the new processes.
  • Ensure alignment between customer expectations, the business plan, and internal processes. Lead the development of a continuous improvement culture for IT within the organization and extending to campus IT.
  • Develop and implement improvement programs for the organization and campus, as directed by the CIO and campus leadership.
  • Ensure business processes are existing, well documented, up to date, and easily accessible. Define and drive data-driven decision making for the Office of the CIO as applied to process improvement, portfolio management, and service management. 
  • Act as an organizational and campus change leader.

Strategic Initiatives Program Management

  • Lead the execution of the portfolios of prioritized strategic initiatives through overseeing the appropriate project creations, assignment of project managers, and reviews.
  • Ensure appropriate project rigor, on-time solutions, and value delivery.
  • Take the lead on creating the various metrics and reporting initiatives including scorecards, weekly project status reporting, and other areas to be determined.
  • Communicate strategic portfolio project progress and results to the organization and campus.

Service Management

  • Lead the design, development, and documentation efforts of all service management-related processes from concept to detailed process flows.
  • Lead the development of consistent frameworks and models for service delivery, using policies, conventions, standards, and guidelines.
  • Take the lead on creating the various service metrics and reporting initiatives including scorecards, dashboards, help desk metrics, and other areas to be determined. Integrate information and efforts from customer satisfaction surveys and other survey type activities.

Talent Management & Administration

  • Lead, manage, and mentor Service & Process Management employees using appropriate tools and techniques. Train staff on continuous improvement, process mapping and other process improvement techniques.
  • Lead employees with a focus on operational excellence, improving processes, and accelerating process timelines.
  • Provide professional development opportunities for employees, including developing leadership skills and training in emerging areas of need, such as process management and business analysis. 
  • Drive data-driven decision making in the Service and Process management unit.
  • Drive continuous improvement in Service and Process Management with demonstrable outcomes.

Appointment Information

This is a 100% full-time Civil Service 5002 - Program Coordinator position, appointed on a 12-month basis. The expected start date is as soon as possible after the closing date. Salary is commensurate with experience.

Immigration sponsorship is not available for this position.

Application Procedures & Deadline Information
Applications must be received by 6:00 pm (CST) on November 30, 2022. Applications not submitted through https://jobs.illinois.edu will not be considered.

Read more about this job and apply online through our website.

The University of Illinois is an Equal Opportunity, Affirmative Action employer that recruits and hires qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status. For more information, visit http://go.illinois.edu/EEO.

Occupations

Technical Customer Service, Digital Content Development, Documentation-Technical Writing, Software-Web Training, University, Electrical-Electronics Engineering, General-Other: Engineering, Computer-Network Security, Database Development-Administration, Desktop Service and Support, Enterprise Software Implementation & Consulting, General-Other: IT-Software Development, IT Project Management, Network and Server Administration, Software-System Architecture, Software-Web Development, Systems Analysis - IT, Telecommunications Administration-Management, Usability-Information Architecture, General-Other: Project-Program Management, Project Management, Fraud Investigation, Software Quality Assurance, Intel Analyst, Financial Control, General-Other: Security-Protective Services, Risk Management-Compliance, Securities Analysis-Research, Security Intelligence & Analysis, Business Analysis-Research, Business Unit Management, Managerial Consulting

States

AL, AK, AZ, AR, CA, CO, CT, DE, DC, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, PR, RI, SC, SD, TN, TX, UT, VT, VI, VA, WA, WV, WI, WY

Security Clearance

NO Security Clearance

Job Requirements

Required Qualifications
Experience may be concurrent

  1. Bachelor's degree in business administration, management, or a field related to the position.
  2. Ten years of progressively responsible experience in service, process, and/or project management, including successfully deploying process initiatives in an IT environment.
  3. Minimum of five years management and/or leadership experience.

Preferred Qualifications
Experience implementing IT processes based on accepted industry standards such as ITIL, Lean/Six Sigma. Experience in higher education. Project experience working with teams on large-sale, longer term projects. Experience evaluating, negotiating, and coordinating vendor relationships. Experience presenting to both large and small groups. ITIL Foundations Certification. Lean Six Sigma Certification. Project Management Professional Certification.

Knowledge, Skills & Abilities
Demonstrated familiarity with project management approaches, tools, and phases of the project lifecycle. Demonstrated conflict resolution and negotiation skills.


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