Director of Customer Success and Service Planning

Jun 07, 2017
Institution Type
Four-Year Institution
About The Unit: The Director of Customer Success and Service Planning will be the champion for Customer Service for the Network Communications, Infrastructure, and Service Operations (NISO) Organization. They will be responsible for ensuring delivery of exemplary End User Services with Project Management, Inventory Control, Voice / Video Services and Network Infrastructure. These responsibilities would include the following: Establish and maintain collaborative and transparent relationships with our customers. Ensure customer centric experience in support of the voice and video service portfolio. Ensure the development, completeness, and evolution of materials that describe the architecture and roadmaps of the NISO service portfolio and the associated underlying systems infrastructure. Direct and oversees all NISO projects to ensure they aligns to institutional, CIO, and organization goals and requirements including the forecast of costs and the human resources. Oversee the execution of scheduling of work to support service requests, inventory management, and related processes.

Unit Job Summary: Customer Service / Administration (40%) Serve as a member of NISO senior staff to support the development and maintenance of organizational vision, strategy, goals, and objectives. Oversee a diverse team of project managers and coordinators, support specialists, work scheduling and inventory control specialists, and student labor in support of the NISO mission and service roadmaps. Develop and implement processes to enhance work quality across this team. Ensure that organizational and performance goals are met. Liaison to cross-departmental stakeholders providing ongoing and time-sensitive communication to partnering organizations campus-wide. Cultivate and sustain these relationships to confirm NISO's reputation for quality, reliability, and customer satisfaction. Oversees the NISO service portfolio and develops recommendations to support the delivery of services, enhancement or retirement of existing services in alignment to the service roadmap. Develop recommendations for the creation or elimination of programs to support these efforts. Develop capital budget proposals and multi-year forecasts to support future projects. Hire, train, and proficiently mentor a diverse pool of skilled resources. Establish and maintain vendor relationships to support planning of the NISO service roadmap and the associated architecture. Project Management (30%) Establish the priorities of projects and coordinate the allocation of resources to support these projects as this work is being conducted. Coordinate with other department leaders to define, prioritize, and implement inter-departmental tasks in support of projects. Working with the central PMO, establish and maintain a resource management capability that would support allocation of staffing throughout the organization. Communicate and report on the status and future states for the NISO portfolio and related projects to senior ITS stakeholders, highlighting NISO strategic goals and initiatives. Provide direction to project staff by collaborating with ITS PMO, employing standard project management practices and tools. Lead the NISO project review board to assess weekly requests for new projects, reviews status of existing projects, and declare completion for projects meeting defined objectives. Architecture (10%) Provide direction to the architects regarding the development and updating of architecture and roadmap materials. Voice / Video Service (10%) Provide oversight for the Communications Support team responsible for fulfilling end-user requests and responding to end-user incidents surrounding the delivery of voice, video, and collaboration services. Work Coordination and Inventory Control (5%) Provide direction to work scheduling and inventory control resources to establish and optimize processes that ensure the most effective use of financial, human resources, and inventory asset, voice, network and cabling. Other duties as assigned. (5%)

Unit Education: Education: Required: Bachelor's degree from an accredited institution of higher education Preferred: Degree earned in the field of Information Technology or Project Management MBA PMP certified TOGAF certified CCNA certified

Unit Experience: Experience: Required: Minimum 10 years successful experience in a Technology Customer Service / Support focused organization within a higher education setting, at least 7 years of which were spent in a management position. Experience with budgetary and fiscal responsibility. Preferred: Experience leading project managers and/or architects. Experience developing capital project proposals. Experience in using Service Now or similar service management system. Knowledge of ITIL methodology, incident and request management processes. Experience planning and implementing the delivery and improvement of services.

Unit Job Function Competencies: Required: Possess leadership confidence and strength of character resulting in a high level of credibility and respect. Strong attention to detail - excellent judgment and creative problem solving skills including negotiation and conflict resolution skills. Superior management skills; ability to influence and engage direct and indirect reports and peers. Self-reliant, good problem solver and results oriented. Outstanding written and verbal communications skills to be utilized with a variety of technical and non-technical individuals and audiences. Ability to lead a technically diverse group of staff. Ability to collaborate with other leaders in an organization to establish shared vision and outcomes. Effective knowledge of project and portfolio management principles and practices. Ability to apply comprehensive management principles and practices. Proficient with the use of personal computers and productivity software. General knowledge of network and communications architecture. Technical expertise in multiple areas including integration of business processes. Ability to maintain professional competence through conferences, seminars, training and collaboration with counterparts at other institutions required. Preferred: Ability to present professional papers on subjects related to responsibilities and expertise.

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