Director/Assistant Director of Service Center & Operations

How to Apply A cover letter and resume are required. The cover letter must be PAGE 1 of your resume and should:

1. Specifically outline the reasons for your interest in the position

2. Outline your particular skills and experience that directly relate to this position

3. Include your current or ending salary

**NOTE: This position may be filled at the Director level ($111,538 to $145,000) or the Assistant Director level ($100,000 to $130,000). Starting salary and position are dependent upon the qualifications and experience. The requirements listed below reflect the Director level, but those with lesser experience are also encouraged to apply.

Job Summary The Information and Technology Services (ITS) organization at the University of Michigan has an exciting opportunity to employ a Service Center & Operations Director, responsible for managing the strategic and operational support for the ITS Service Desk, Transition Desk, Access & Accounts, and various projects within the Support Services organization. In addition, this individual will be a part of helping develop the long term strategy and operations of the Walk up Services in partnership with other members of the leadership team to seek feedback from various customers within the university.

The position will be reporting to the Executive Director of Support Services. As a member of the Support Services leadership team, the incumbent will play a role in the shared services model; provide operational management, staff supervision and development, strategy and planning, service improvements, and leadership to the Service Center and Operations area.

ITS is a large complex organization that provides high-quality information technology and communication services for the University of Michigan faculty, students, and staff to help them excel in teaching, learning, research and administration. For more information about the department of ITS, please visit our website: www.its.umich.edu/

Responsibilities* As the Service Center & Operations Director for the ITS organization within the University of Michigan, the key responsibilities include but are not limited to the following:

* Responsible for managing the operations and maintenance of the Service Center; Service Desk, Transition Desk, Access & Accounts. This includes capacity planning requiring ongoing review of staff plans, call volumes, and forecasting. Continuously improves service center operations to ensure quality and performance are met or exceed customer expectations that can be validated and measured through various audits, data and trend analysis, and strong alignment to ITS and Support Services goals and strategies. Collaborate with ITS groups to identify and resolve workflow challenges, prepares action plans, countermeasures to enhance and change processes and/or technologies where necessary. Lead and communicate effectively at all levels by demonstrating the ability to influence others at a macro and micro level. Effectively provide clear directions and understandings of upcoming changes to the Service Center operations in both technical and non-technical audience. Deliver on time and consistently services to both internal and external customers.

* Responsible for staff supervision and development. Direct and evaluate activities of reporting managers and supervisors. Recruits and select high caliber people from diverse cultures, backgrounds, and experience. Manages new hire on and off-boarding activities. Assures compliance affirmative action and safety programs. Responsible for performance management activities. Develop salary planning and incentive proposals. Assists employees with career development planning, identifies and approves training, and incorporates development plans for staff in a day-to-day work. Stays current with relevant advances in relevant technologies. Responsible for maintaining and sharing knowledge of policies and procedures, hardware, software, and technical services. This can include on-the-job training, attending courses or conferences, reading, research, and testing.

* Develops effective strategic business plans for the operations area that can be executed. Contributes to setting the tactical and strategic direction in the Support Services organization. Creates service center operational strategies by conducting needs assessments and requirements gathering of both internal and external customers. Leverages needs assessment to build a current state, future state, and transition plan for the service center. Creates the appropriate foundation and rebranding to continuously improve towards being a high value service center. Participate in the review and evaluation of call center technologies. Develop short-term and long-term range plans for operations activities including staff projections, equipment expenditures, system improvements, and stakeholder needs. Represent Support Services on strategic projects for UM when appropriate.

* Participates in the development and implementation of processes for moving new services and technologies into production support. Support major service transitions. Collaborate with teams, stakeholders, and business partners to understand and implement improvement opportunities. Establishes parameters for and monitors work quality and performance metrics; creates analysis and trending reports, and performance data to allow ability to influence decisions effectively in areas such as cost recovery, operational, process, and service enhancements and/or improvements.

* Effectively lead and communicate with teams to solving problems and make decisions, manage change, take risk, and be innovative. Intentionally build good relationships with teams, and stakeholders at all levels (i.e., management, colleagues, and employees) using strong competencies to build trust, change perceptions, effectively communicate, and influence. Exercise influence to get teams and stakeholders across ITS and UM to move in a direction toward making choices and commitments that supports organizational strategies, values, behaviors, and culture.

ORGANIZATIONAL COMPETENCIES:

Successful candidates will be expected to demonstrate in this role the following organization competencies, but not limited to:

- BUILDING RELATIONSHIPS: Demonstrated ability to address and manage conflict and offer constructive criticism and feedback in a positive manner. Demonstrated ability to develop and maintain positive and cooperative relationships, inside and outside of workgroup, interacting in a friendly, open, ethical, honest, and accepting manner. Maintains agreed upon levels of confidentiality.

- CREATIVE PROBLEM SOLVING / STRATEGIC THINKING: Works with and enables others to plan and implement change utilizing change management strategies. Advocates strongly for new ideas, processes, and or services to increase efficiency, quality, and customer/client satisfaction. Collaborates and builds consensus with stakeholders. Experience implementing organization-wide change and building consensus with key stakeholders.

- COMMUNICATION - Demonstrated ability to communicate effectively with those with differing opinions and levels of understanding, varying style to fit the audience and organizational/unit politics, and tailoring presentations for the audience. Uses effective strategies, arguments, and materials to persuade others with different opinions.

- FLEXIBILITY / ADAPTABILITY TO CHANGE - Introduces innovations, draws on leading practices from other organizations. Demonstrated proactivity in proposing, advocating for, planning, implementing, measuring, and communicating about effective change approaches with the assigned unit. Works well under pressure with the ability to prioritize and deliver multiple complex projects simultaneously and often under tight timelines.

- LEADERSHIP / ACHIEVEMENT ORIENTATION - Broadly impacts the organizations overall success, links strategy and goals and fosters a commitment to the vision of the organization.

- QUALITY SERVICE - Demonstrated ability to lead the organization in meeting expectations for exemplary customer service. Develops and tracks measures of customer satisfaction, and trains employees on customer service techniques.

Required Qualifications* * Bachelor degree in related field and/or equivalent combination of certification and experiences.

* 10 years of relevant work experience and understanding in information technology with an emphasis on service/call center systems, voice, data, and/or video communication, implementation strategies, process improvement, and production support.

* 5 years of experience in a leadership management position responsible for strategic planning, project management, goal setting, resource planning and scheduling, and supervisory experience in recruitment, coaching and mentoring, career development and performance management.

* Demonstrated experience in improving customer service and business operations in an organization that requires restructuring and process or perception overhaul.

* Experience creating effective business plans used to implement large scale IT services and products.

* Demonstrated budget development and management experience.

* Demonstrated experience in prioritizing and delivering on multiple threads of work without sacrificing quality or strategic perspective.

* Demonstrated experience in working in strong collaboration with multiple information technology departments, working closely with colleagues in the department, and across the enterprise.

* Demonstrated ability to manage a large volume of work in a busy and dynamic environment.

* Successfully proven ability to plan and manage short and long-term IT projects for single department and broader organizational impact.

* Successful proven ability to deliver end user services in a complex environment resulting in a high level of user satisfaction.

Desired Qualifications* * Masters degree in a related field.

* PMP certification, or awareness of PMI methodologies.

* ITIL awareness, training or certification in Operational Analysis.

* Prior experience in a senior level project/program manager or senior level manager.

* Demonstrated knowledge of IT and its use in education, research, or healthcare.

* Experience working and managing effectively in a matrixed environment preferred.

Work Schedule May require a flexible work schedule and working during non-business hours based on business needs.

Work Locations May require travel to various locations on and off university campus

Underfill Statement This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

Application Deadline Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement The University of Michigan is an equal opportunity/affirmative action employer.