Senior Associate Vice Chancellor, Customer Experience and Enterprise Technology

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

Cultural Beliefs

• One LSC
• Student Focused
• Own It
• Foster Belonging
• Cultivate Community
• Choose Learning

The Chronicle of Higher Education's "Great Colleges to Work For" is designed to recognize colleges that have been successful in creating great workplaces and to further research and understanding of the factors, dynamics and influences that have the most impact on organizational culture at higher education institutions.

Lone Star College has been recognized in multiple categories.

Lone Star College-System Office

Lone Star College offers high-quality, low-cost academic transfer and career training education to 80,000+ students each semester. LSC has been named a 2023 Great Colleges to Work For institution by the Chronicle of Higher Education.

LSC consists of eight colleges, seven centers, eight Workforce Centers of Excellence and Lone Star Corporate College.

Lone Star College-System Office employees are based at one of two System Office locations; The Woodlands and University Park. Both are the site for multiple administrative departments and system-wide training programs.

Location address is 5000 Research Forest Drive, The Woodlands, TX 77381.

PURPOSE AND SCOPE:

The Senior Associate Vice Chancellor, Customer Experience and Enterprise Technology acts as an integral part of the CIO's leadership team, works closely with other IT and business unit leaders to develop and execute the IT strategies and initiatives. Presents a vision to the broader IT and business units about the benefits and challenges of service delivery solutions and investments. Responsible for all services offered by campuses, client and contract negotiations, system-wide campus purchasing and budgeting and performance by enhancing the alignment between business units and information technology department, and strategic change initiatives enterprise-wide.

ESSENTIAL JOB FUNCTIONS:

1. Strategic Leadership:

o Partner with the CIO to develop and implement a modern IT strategy in alignment with Lone Star College's long-term goals. Lead from a position of customer service and optimal customer experience

o Lead the Customer Experience and Enterprise Technology department, setting goals and objectives that promote operational efficiency and scalability

o Stay abreast of industry trends, emerging technologies, and best practices to continually improve IT services

2.Operational Excellence in IT Services:

o Oversee the smooth running of IT operations, focusing on network, infrastructure, technical support, digital experience, service center, and campus services.

o Implement best practices and procedures in IT service management to elevate service quality and user experience

o Improve the reliability and efficiency of IT services that directly impact the quality of education and supporting administration operations

o Define and report outcome drive metrics (ODM) and/or key performance indicators (KPIs) that drive service level continual improvement and positive customer outcomes

o Optimize resource utilization to ensure operational and project goals are met

3.Team Leadership:

o Mentor and guide IT staff, promoting a culture of excellence, innovation, and ongoing learning

o Foster a collaborative and innovative team environment that encourages professional growth and development

o Build relationships and function across the IT organization to partner with other teams such as technical services and campus services teams for optimal customer service

4.Project Management:

o Provides system-wide executive leadership with projects and plans. This includes but is not limited to providing project management oversight, coordinating multiple IT project timelines with schedules to keep disruptions at a minimum and support the delivery of instruction on campus, IT infrastructure, and operations

o Oversee multiple projects, ensuring they are delivered on time, within budget, and on scope while aligning to organizational goals

o Develop project plans, timelines, and budgets, and monitor progress against these metrics

o Identify and mitigate project risks and issues

5.Stakeholder Engagement:

o Work with system-wide cross-functional leadership teams to design, develop, and integrate IT operations and strategies for processes and procedures, and gain consensus on new technology initiatives, and builds collaborative relationships to move strategies forward

o Build and manage priorities that align IT with stakeholders and governance oversight

6.Operational Support and Process Improvement:

o Analyze and evaluate existing business processes and workflows to identify opportunities for improvement

o Implement process improvements that enhance operational efficiency, data accuracy, and user satisfaction

o Develop Service Level Agreements (SLA) with customers. Align SLA's with Key Performance Indicators (KPIs) and ensure team is meeting and evolving for optimal customer experiences

o Ensure teams are supporting daily operations and ensuring system performance, response, and team response to customers is met with urgency

o Utilize our system of record (Service Now) for work tracking and completion

o Ensure change control procedures are met. Items moved to production are fully designed, tested, move completeness, post change validation, and appropriate Organizational Change Management needs are met to ensure success

7.Digital Experience:

o Champion the adoption of emerging technologies such as RPA or AI to streamline operations and provide an optimal digital experience

o Encourage a culture of innovation within OTS and lead efforts to identify and automate repetitive tasks, enhancing efficiency and accuracy across OTS operations. Leverage and support authoritative source data consolidation opportunities

o Translate multiple user experiences and transactional layers into powerful simplified experiences leveraging automation tools

o Streamline and adopt automation opportunities including emerging technologies

8.Compliance and Security:

o Ensure OTS organizations comply with relevant regulations, standards, and best practices for data security and privacy

o Implement robust security measures to protect OTS from threats and vulnerabilities

o Partner with customer areas such as Finance, Human Resources, and Student Services to automate security provisioning and deprovisioning based on role and/or other attributes. Lead the Identity and Access Management team to establish automated single identity, user attestation, and role management

o Build departmental policies, procedures, guidelines, and knowledge to ensure effective team administration

9.Administration:

o Develop and manage the budget, ensuring resources are allocated effectively and projects are financially viable

o Ensure all board motions and contracts are handled in a timely manner to eliminate any risk of service disruption or project delays

KNOWLEDGE, SKILLS AND ABILITIES:

This position requires a person with a comprehensive and broad knowledge of complex information technology systems and infrastructure with a strong customer focus in a higher education environment. This position requires a conscientious professional that is ready and open to change. Key personal/professional attributes include:

• Customer service driven and a strong end-user orientation
• Excellent verbal and written communications skills
• Specific understanding of recent industry trends and standards
• Sound knowledge of industry best practices and ITIL framework
• Strong work ethic, ready to work extremely hard executing strategic plans
• Self-motivated, positive attitude, mature personality, and team orientated
• Superior organizational skills
• Superior organizational skills and ability to work with all levels of the institution
• Executive sponsorship of large, complex programs and projects
• Staff leadership, management and professional development
• Vendor and Contract Management
• Customer Relationship Management
• Budget Development and Planning
• Strategic and Tactical Planning
• Ability to set the vision for creating an easy single pane of glass for administration and key users for ease of use

PHYSICAL ABILITIES:

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as a laptop or small device; or driving an automobile. No special physical demands are required to perform the work.

WORK SCHEDULE AND CONDITIONS:

• Equipment used includes: computer running on a network in a Microsoft Windows environment, phone and other general office equipment
• Interface with internal and external contacts as needed to carry out the functions of the position
• Work is performed in a climate-controlled office with minimal exposure to safety hazards
• May regularly travel to different LSC locations
• May be fully reassigned to other LSC locations if necessary
• May need to work weekends and outside of core business hours if necessary

REQUIRED QUALIFICATIONS:

• Bachelor's degree and at least 10 years of related experience, or an equivalent combination of education and experience
• Experience must include at least 7 years in a director level or higher position, managing 50+ FTE
• Expertise in service desk and campus service process design and management

PREFERRED QUALIFICATIONS:

• Master's degree
• Experience in higher education IT management
• Project Management Professional (PMP) Certification
• Information Technology Infrastructure Library (ITIL) Certification
• Additional years of experience in Information Technology management

Hiring salary range is 156,000 - $179,400

Lone Star College provides a hiring salary range for all posted full-time non-faculty positions. Where your salary offer would fall in that range is determined by your related experience and education. Should you receive an offer of employment from Lone Star College, the resume submitted in the application process will be utilized to calculate your salary offer. The information outlined below will provide the Office of Human Resources everything needed to determine an accurate starting salary.

Your resume should provide a complete picture of your work experience. The resume should include the following information for each position listed:

1. Length of time (specific months and years) of employment
2. If the position was full time or part time
3. If the position was paid or unpaid
4. Level of degree completed including date earned.
5. Unofficial transcript for highest earned degree

Additionally, any certifications listed as required or preferred in the Lone Star College job description should be included in the resume submitted.

By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment and excellent work/life balance. This includes a full comprehensive and competitive benefits package, a generous number of paid holidays and vacation days, wellness programs, tuition waiver, professional development opportunities and more.

Go to the Job Search page, click on 'My Activities' at the top of the page. Under My Cover Letters and Attachments you will click on 'Add Attachment.' Please be sure to put the Job ID# in the title once you name your file for cover letters only, unless you attached your cover letter with your resume.

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ALL APPLICANTS MUST APPLY ONLINE ONLY

We will not accept application material received via fax, email, mail, or hand delivered.

Postings for part-time and adjunct positions are active for the academic year. By selecting the option to receive notifications on your profile, you will begin receiving electronic communication regarding new opportunities with Lone Star College (LSC).

If selected for an interview, a recruiter will contact you by phone, or email to schedule an interview.

Lone Star College participates in the E-Verify program, under which Lone Star College provides the federal government with information from each new employee's Form I-9 to confirm that the employee is authorized to work in the United States.

More information on the E-Verify program is available at www.dhs.gov/E-Verify.

Lone Star College is an EEO Employer. All positions are subject to a criminal background check.