Director of Customer Engagement

Stony Brook, NY
Mar 30, 2017
Institution Type
Four-Year Institution
Job Description

Director of Customer Engagement-1700830

Required Qualifications: (Evidenced by an attached resume) Bachelor’s Degree. Five years of directly related, full-time experience managing projects or a service delivery unit with at least three of the five years at the supervisory level, overseeing and managing the daily operations of a service delivery unit. Experience in developing and mentoring employees. Experience identifying trends, and developing solutions to improve service quality and satisfaction. Experience working in a customer service environment. Prior demonstrated experience developing service strategies and design. Experience presenting to senior leadership. Preferred Qualifications: Advanced degree. Prior hiring and evaluating of staff experience to include administering disciplinary action as needed. Experience overseeing large scale projects. Prior experience work with Project Portfolio Management (PPM) tools. Experience working in an environment where service was measured. Strong grasp of ITIL concepts and best practices. Six Sigma, PMP, or ITIL certification. Brief Description of Primary Purpose: The Director of Customer Engagement is newly crafted to meet the growing demand for strategic IT service delivery. The portfolio will include business analysis, project management, shared services units and responsibility for providing service strategy, execution, delivery, and analysis. The focus will be on implementing a structured, mature service lifecycle, consistent with best practices and industry standards. This individual will also provide thought leadership and direction on current and new services strategies from inception, through continuous service improvement. The incumbent will be charged with building a collaborative and innovative environment. Outstanding written, verbal, and interpersonal communication skills are essential. Experience successfully working independently as well as part of a team with a collaborative approach to problem solving. Strong ability to adapt to rapid changes in priorities and logistical requirements as presented. The Director of Customer Engagement and Shared Services will also be responsible for directing full functioning IT units across the institution including Athletics, University Police Department, Campus Residences, Southampton and Faculty Student Association. This will require the incumbent to actively work with senior leadership at the university to translate organizational vision into transformative IT strategies. Shared services models blend the agility and focused organizational service outcomes of local IT with the infrastructure and execution capabilities of a central IT organization. This requires deep understanding of the bi-modal IT model which practices this balance of traditional operational IT with the agility needed to keep organizations services relevant. In addition to service performance cost optimization is extremely important, which is accomplished through a rigorous BI program, service consolidation, and supplier management.
  • Lead, and manage a full service lifecycle organization capable of delivering highly performing services. Direct a team of analysts responsible for developing project business cases/requirements, and project managers responsible for executing initiative/service delivery.
  • Develop and lead a new shared services organization that is focused on optimization and transformation of services which are aligned with the business goals. Will be responsible for providing leadership in directing strategy, operations, and service delivery of campus IT shared service initiatives across the FSA and Campus Residences business units. Work closely with the leadership of each business unit, the central IT organization, and governance committees to deliver a coherent vision across all IT shared service units.
  • Lead and create information technology strategies, policies, and processes by evaluating organizational outcomes; identifying problems; evaluating trends; anticipating requirements for services. Develop service strategies in support of organizational and institutional objectives.
  • Develop, maintain and provide key performance indicators, utilize ITSM and PPM to drive continuous service improvement and organizational transformation.
  • Other duties or projects as assigned as appropriate to rank and department mission.

Special Notes: This is a full time appointment. FLSA Exempt position, not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.

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About Stony Brook:

Stony Brook University, home to many highly ranked graduate research programs, is located 60 miles from New York City on Long Island's scenic North Shore. Our 1,100-acre campus is home to 24,000 undergraduate, graduate, and doctoral students and more than 13,500 faculty and staff. SBU is a comprehensive research-intensive university and a member of the prestigious Association of American Universities (AAU), which includes 34 public universities among its 62 members. SBU consists of 12 schools and colleges and a teaching hospital that provides state-of-the-art healthcare in the Long Island region. SBU also manages and performs joint research with Brookhaven National Laboratory, the only Department of Energy Laboratory in the Northeast, and shares doctoral programs with Cold Spring Harbor Laboratory, a world-renowned molecular biology institute. Home to the Emerson String Quartet, the Pollock-Krasner House in East Hampton, New York, Humanities Institute, and the Southampton Arts Program, and with endeavors that extend to the Turkana Basin Institute in Kenya and the Ranomafana National Park in Madagascar, SBU sustains an international reputation that cuts across the arts, humanities, social sciences, and natural sciences.

Stony Brook University is an Affirmative Action/Equal Opportunity employer. We encourage protected veterans, individuals with disabilities, women and minorities to apply.

If you need a disability related accommodation, please call the University Human Resource Services Department at (631) 632- 6161 or the University Hospital Human Resources Department at (631) 444-4700. In accordance with the Title II Crime Awareness and Security Act, a copy of our crime statistics is available upon request by calling (631) 632- 6350. It can also be viewed on line at the University Police website at

Official Job Title: Associate Director of Computing Services
Job Field: Information Technology
Primary Location: US-NY-Stony Brook
Department/Hiring Area: DoIT - Customer Engagement and Support-Stony Brook University
Schedule: Full-time Day Shift 8:30 AM - 5:00 PMDoIT - Customer Engagement and Support-Stony Brook University
Posting Start Date: Mar 28, 2017
Posting End Date: Apr 22, 2017, 10:59:00 PM
Salary: Commensurate with experience
Salary Grade: SL6


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