Working/Functional TitleExecutive Director for Client Experience

　　Position SummaryThe Executive Director of IT Client Experience will be responsible for leading client experience teams in the creation and delivery of high-impact technology services that support the Michigan State University (MSU) mission. This Executive Director leads and contributes to the vision, strategic direction, technical landscape governance, and influence necessary to plan, execute, and operate enterprise-wide technology services in alignment with MSU's strategic goals. In addition, this position leverages professional experience and current best practices to develop and retain an engaged, accountable, diverse, and high-performing workforce as well as acts as a champion for the effective and efficient use of MSU resources.

　　This position serves as a principal advisor to the Associate Vice President and Associate CIO, Departmental Leaders, and University Leadership in enterprise-scale information technology services and initiatives relevant to IT client-facing engagement services and client experience; leads managers to work with key stakeholders to plan and execute projects, and ensure that teams have appropriate specifications, direction, and resources to deliver services effectively and efficiently; responsible for IT client-focused service models that efficiently deliver solutions and enhance the client experience with IT tools and services in support of the universities mission of higher education; services include desktop support, 24/7 call centers, service management, technology change management, campus technology marketplace, and identity services such as identification card and access management; recruits and retains a diverse and inclusive high-performing team; monitors, mentors, and coaches employee performance and engagement; directs initiatives to improve operational efficiency and service delivery effectiveness across all lines of business and technology platforms; responsible for the department funding associated with services, ensuring they deliver on time and within budget, and that projects under their leadership deliver intended value to the enterprise; maintains and cultivates relationships with key clients and stakeholders to provide direction and escalation; leads the collaboration with campus units and other teams across MSU in defining future enterprise client-focused service needs, 24/7 support operations, service level agreements, and service models; provides strategic leadership for enterprise client-focused services in information technology, to better position the university relative to emerging trends in higher education.

　　Equal Employment Opportunity StatementAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

　　Required DegreeBachelors

　　Minimum RequirementsBachelor's degree; more than eight years of related and progressively more responsible or expansive work experience in a leadership role influencing senior-level management and key stakeholders on improving and enhancing client experience with services and technologies; experience leading multiple, large, cross-functional teams or projects; experience in managing and directing a diverse and inclusive team to deliver reliable, resilient, highly available services; expert knowledge of current and emerging technologies, technology directions and strategic application to business needs; or an equivalent combination of education and experience.

　　Desired QualificationsExcellent communication skills; verbal, written and interpersonal; multiple years of experience in managing/supervising enterprise support teams and recruiting and retaining a diverse workforce; experience in the higher-education industry, part