The Director of Client Services provides strategic leadership for the ongoing support of technology and its evolution at Indiana University for the entire institution. The Director has the following areas of responsibilities:
Lead the provisioning of seamless, continuous and enterprise endpoint management, security and other tools to IU’s many and diverse constituencies (I.e. faculty, staff, students, affiliates, IT Professionals, etc.) at scale, efficiently and flexibly.
Lead the management of the provisioning of enterprise web services that provide the depth, extensibility, accessibility and ease-of-use needed across IU’s many campuses, schools, and units.
Partner effectively with UITS Support, Service Providers, Learning Technology, Security and Policy Offices, and IT Community Partners to identify, develop and shape services so that they best meet the needs of IU’s many consumers of IT systems and diverse set of endpoints.
Uphold and obtain the highest levels of security on all services by continuously aligning the same with IU’s policies (policy.iu.edu)
Lead the unique management of the business models; this includes: the monitoring of the revenue model, budgets and actuals; the enhancement of the many client/unit relationships that are natural to entrepreneurial services provided at cost with the expectation of high value.
Systemically provide the vision, leadership and model of behavior that is of the highest level of professionalism and integrity at all times.
As an integral member of the Client Services and Support division, demonstrate collaboration, transparency, and exceptional team-skills in the establishment, development and execution of UITS strategy.
Project Management: To provide functional leadership and project management that support large initiatives such as the Device Identification and Management Taskforce, the Endpoint Management Advisory Committee, and other leadership of cross-campus, cross-system initiatives.
The Director helps steer the organization’s efforts to ensure ongoing and continued successes in a quickly evolving technical environment. The Director also serves on and facilitates steering groups within and outside of the University. The Director is also responsible for oversight of the budget for all of the areas that the Director manages. The Director must also maintain ongoing relationships with a wide variety of personnel across the Indiana University system to ensure that UITS services and competencies are leveraged appropriately.
Work closely with the leadership and senior staff of all University Information Technology services on all campuses to carry out the vision of the IT Strategic Plan, IU Strategic (Bicentennial) Plan, to realign the leveraged support model for efficiency and effectiveness. Responsibilities include setting university-wide strategy for information technology to leverage IT resources transforming the current IT support model throughout the institution. Provide strategic leadership, forge and maintain effective partnership, and a comprehensive IT service to the schools, departments, and various units of the University. Create and maintain partnerships internally at IU, on the national level, and with various vendors.
Direct campus components of the Client Services and Support Division to include budget oversight and personnel management for an ever-changing large group of managers, professional, and hourly staff. Provide leadership for developing and implementing innovative information technology client services in a rapidly changing environment.
Required: Bachelor’s degree. At least eight-years of experience in an Information Technology-related field, including a minimum of five years in a leadership role. An exceptional leadership and management record may be considered in waiving the educational requirement.
Combinations of relevant education and experience may be considered.
Effective communication abilities in both verbal and written format. Excellent presentation skills. Negotiation skills. Interpersonal communications skills. Problem resolution skills. Ability to stay in touch and up to date with technology trends to ensure that the group is going forward in the right directions.
In all cases, proven management ability and outstanding personnel leadership skills are required, demonstrated through a succession of increasingly responsible positions. Excellent problem-solving skills, as is the ability to develop solutions to complex challenges and implement strategies which address needs. A successful candidate should have a technical background, which includes a working understanding of the technologies employed in developing and implementing information technology into administrative, teaching, learning, and support functions of an institution of higher education. Broad experience in several aspects of IT support is strongly desired, including consulting, support, requirements, design, implementation, and best practices. Experience in a large University environment.
Preferred Qualifications: Master’s degree; experience with enterprise wide deployment and enterprise IT organizational leadership.