Overview

The Associate CIO of the Service Management Office provides the strategic leadership and oversight of the office, reporting to the CIO as a member of the senior leadership team. Specifically, the Associate CIO leads the continuation of the Enterprise Service Management initiative, manages the development and execution of the ServiceNow platform roadmap, and leads the support functions including the Service Desk, Field Support Operations, Client Systems Services, the Solution Center and works in close liaison with the IT Support Community and Distributed IT Practitioners. These teams work together to mature and improve our overall service delivery capability.

Responsibilities

Leadership and Oversight

Sets the mission, vision, and strategy of the IT support organization to foster a customer-oriented culture and mindset driven by continual service improvement techniques
Serves as a trusted advisor to campus units, builds and maintains relationships with stakeholders to develop a keen understanding of business needs
Ensures efficient delivery of IT services to meet those needs related to service management and the use of SaaS solutions
Balances growth and agility, ensuring the core IT functions are reliable, stable, and efficient
Builds the leadership team and technical talent to deliver results and support future growth
Leads SMO and OIT’s (Office of Information Technology) continual improvement initiatives
Leads recruitment and compensation initiatives for the SMO
Leads the Customer Service and Support functions in developing procedures and processes that incorporate continual improvement, best practices, and outstanding customer service
Oversees key IT Infrastructure Library (ITIL) processes, such as incident management, knowledge management, change management, request fulfillment, problem management, configuration management, software asset management, service catalog management, and service portfolio management
Oversees platform support for Enterprise Risk Management initiatives in Critical Infrastructure applying IT Operations Management (ITOM) processes for application monitoring and event management
Manages and refines OIT’s IT metrics program, developing key reports, key performance indicators (KPIs), and metrics packages for OIT leadership and senior management
Manages program risks, issues, and scope changes using defined governance processes and tools, including forecasting demand and calculating appropriate levels of FTE and supplier augmentation
Interfaces and communicates regularly with program teams, management, and stakeholders to foster inclusion and transparency
Ensures that quality standards are met using approved processes, methodologies, and deliverables
Oversees relationships with department chairs, program directors, and departmental leadership to align IT Support Community with operational and academic needs, while identifying opportunities to enhance IT service delivery and support effectiveness.

Strategy

Engages with University leadership to support the strategic adoption of service management and continual improvement principles
Provides strategic leadership for service management at the University including the establishment of a university service portal
Builds a multi-year roadmap for the ServiceNow platform and anticipates emerging needs for the University
Develops strategies to ensure alignment between the goals of all OIT, the IT Support Community and Distributed IT Practitioners.

Qualifications

10+ years of relevant technical experience, including 6+ years of experience in a leadership role managing people and teams within technical functions.
Solid background in delivering Cloud/Software-as-a-Service Platforms
Experience with modern SaaS/cloud-based based infrastructures in which they have scaled, led, and secured an ecosystem of applications with proactive strategies and proactive roadmaps, and inspiring vision
Record of accomplishment of leading IT transformational initiatives in sophisticated environments
Success in using both standard methodologies, such as IT service management practices based on ITIL, as well as agile philosophies like DevOps
Record of accomplishment with building and effectively managing large teams, and putting scalable processes and infrastructure in place
Demonstrable ability to formulate a high-level strategy, then convert it into a tactical plan and execute on that plan
“Hands-on” operating style and approach with a long-term point of view
Resilient and tenacious, with an inclination toward policy and process
Demonstrated ability to learn technical information quickly
Team player able to work collaboratively and effectively with and through others, at all levels in the organization
Forward looking with an emphasis toward process improvement
Innovative and able to call on business sense and creativity to develop new ideas and solutions
Education: Bachelor's degree or equivalent professional experience

Preferred:

ITIL certified or ISO/IEC Foundation certified
LEAN certification
PMI /Agile certification
Experience in using ITIL change management best practices
Higher education experience
Vendor management

Princeton University is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's qualifications, work experience, education/training, key skills, market, collective bargaining agreements as applicable, and organizational considerations when extending an offer. The posted salary range represents the University's good faith and reasonable estimate for a full-time position; salaries for part-time positions are pro-rated accordingly.

If the salary range on the posted position shows an hourly rate, this is the baseline; the actual hourly rate may be higher, depending on the position and factors listed above.

The University also offers a comprehensive benefit program to eligible employees. Please see this link for more information.

Standard Weekly Hours

36.25

Eligible for Overtime

No

Benefits Eligible

Yes

Probationary Period

180 days

Essential Services Personnel (see policy for detail)

No

Physical Capacity Exam Required

No

Valid Driver’s License Required

No

Experience Level

Director

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Salary Range

$245,000 to $300,000

Associate CIO, Service Management Office