Yale University offers exciting opportunities for achievement and growth in New Haven, Connecticut. Conveniently located between Boston and New York, New Haven is the creative capital of Connecticut with cultural resources that include three major museums, a critically-acclaimed repertory theater, state-of-the-art concert hall, and world-renowned schools of Architecture, Art, Drama, and Music.

General Purpose: 

Reporting to the Chief Information Officer, the Senior Director of IT Shared Services directs a team of approximately 15 IT professionals responsible for IT planning, governance, and service delivery.  Works with key organizational leaders to articulate department -wide IT strategy, and to define and lead core IT support functions, including Portfolio Management Office (PMO), Service Management Office (SMO), Quality Assurance (QA), IT Education and Training, Enterprise Architecture and Strategy and Governance. Possesses a combination of strategic thinking, operational expertise, large project/program delivery skills, communication skills, and the ability to conceptualize, define, build, and run an IT organization from the ground-up, to ensure a highly functional and responsive execution and delivery of IT services.  Serves as a senior level colleague to IT leaders to assure the effective delivery of IT in support of department goals.

Principal Responsibilities:

• Develops and maintains strong and lasting relationships with campus IT leaders and ITS staff

• Collaborates with the CIO, department leaders and colleagues in support of major projects with primary responsibility being enabling processes, tools, and project management support

• As a member of the IT senior leadership team, contributes to the overall development of department strategic goals, performance metrics, communication practices and culture

• Provides technical advice and/or oversight to staff related to areas of assignment; evaluates information concerning needs and strategic goals related to operational processes

• Responsible for defining project management and systems development lifecycle approach that can be utilized organization-wide

• Conceptualizes, designs, implements, and operates operational best practices across the areas of project management and delivery lifecycle, service management, quality assurance, training and education, architecture, strategy, and performance management

• Implements and supports various systems and tools across the areas of project management and delivery lifecycle, service management, quality assurance, training and education, and architecture.,

• Fosters a collaborative environment in which stakeholders and staff across the organization are engaged and work in partnership

• Establishes goals, performance, and accountability measures to ensure staff are meeting timelines, working efficiently, and providing elevated levels of service delivery

• Define and communicate business case justifications and cost/benefit analyses for IT spending and initiatives; review formulation of project definitions showing project objectives, information system requirements, and analytical and programming personnel requirements inclusive of operating cost impact and efficiency opportunities

• Responsible for the budget, forecasting, and financial management for the department. Manage operating account and IT initiative funding and regularly report status to include: actual vs. expected results, budgets, and project duration

• Ensures team adherence to University policies and procedures

This role is responsible for:

Portfolio Management Office (PMO) – Responsible for establishing the PMO organization as a high-performing program/project selection and delivery function.  Define the project management processes, standards, deliverables and operational cadence necessary to ensure consistent project execution.  Work with IT Finance to coordinate organizational-wide time tracking and billing solution. Champion the craft of Project Management and lead the University-wide Project Management Community of Practice. Track progress of projects and the overall portfolio and provide executive level reporting to communicate portfolio delivery and financial health and risk;

Service Management Office (SMO) – Responsible for leading standard processes for IT Service Management based on the Information Technology Infrastructure Library (ITIL), with an emphasis on continuous improvement.  Focus areas include: Foster common language, standards and best practices; Mature service ownership and management; Champion service management practices throughout the community; Manage change while sustaining high-quality technology services; Develop and maintain IT Service Catalogue; Provide, enhance, and integrate tools for service management, delivery, and support;

Quality Assurance (QA) – Maintains a shared QA function.  Maintains standardized approaches to quality assurance processes, practices and tools; Develop and support partnerships with 3rd party vendor(s) to build flexible and cost-effective staffing model;

Education and Training – Maintains a centralized IT training and education function that is aligned with the IT strategic direction.  Provide resources and programs that actively engage staff in continuous professional growth, designed to increase their success, satisfaction and job effectiveness.

Architecture – Responsible for leading an Enterprise Architecture function that is aligned with the IT strategy.  Define architecture standards, policies and patterns.  Lead governance processes to ensure alignment of selected solutions with enterprise standards.

Governance & Performance– Responsible for collaborating with IT leaders across the department to define and articulate a rolling 3-5 year roadmap. Maintain and support IT @ Yale governance structures and processes. Establish and produce indicators to evaluate the performance of IT, and governance structures in which to steer direction based on those performance indicators.