Associate Director, IT Performance and Service Management

The Opportunity: 

The Associate Director, IT Performance and Service Management role provides UCF IT with leadership quality assurance (QA) processes, metrics/reporting, IT service management (ITSM) strategy, processes, platforms, change enablement governance, development work management processes, IT governance, and state & IT audit coordination. Accountable for the overall development, support and maintenance of all ITSM framework tools and processes; evaluates and reports service delivery quality and performance levels; leads the ITSM platform; leads the development, maintenance & implementation of IT process improvement and service strategy solutions.

Responsibilities:

• Manages and maintains the ITSM program and ITSM platform and its staff. Manages the ITSM tools governance, strategic planning/road mapping, development, maintenance & continuous improvement.

• Manages and drives the change enablement and governance processes to ensure operational stability.

• Facilitates the problem management process for lessons learned and prevention of recurrence.

• Engages with stakeholders and IT and university leaders to facilitate IT systems governance.

• Manages staff and related activities for IT services capacity planning to meet required levels of service and advise on how to match capacity and demand to ensure that existing (or new) capacity is optimized.

• Responsible for the coordination of IT responses to audit inquiries and external/internal data collection/survey requests, including institutional effectiveness.

• Drive the development, maintenance, and continuous improvement of processes related to UCF IT services management strategy, performance analytics, performance management, quality assurance, IT knowledge bases, service delivery, and work management, including software development life cycle (SDLC) tools and processes.

• Facilitate the development, approval, maintenance, and enforcement of UCF IT service delivery policies and standards.

• Accountable for the efficient and effective configuration and support ITSM process functions (i.e. request fulfillment, incident, configuration management, knowledge base management, problem management and change enablement).

• Collaborate with IT leadership and business service owners to develop strategy, optimize process delivery, identify opportunities for improvement, and increase efficiency. Provide a user-friendly and intuitive service catalog and customer-centric process design to ensure IT services are accessible.

• Other duties as assigned.

Minimum Qualifications: 

Master’s degree and 6 years of relevant experience including 2 years of leadership experience; or High School Diploma (or equivalent) and 12 years of relevant work experience in lieu of degree including 2 years of leadership experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219. Click here for more information

Preferred Qualifications:

• Bachelor's degree required, Master's preferred. 6+ years of relevant work experience.

• Deep understanding of the UCF Oracle Campus Solutions software system lifecycle.

• Extensive experience performing data mapping and business systems analysis for PeopleSoft Campus Solutions, CRM, Interaction Hub, and related software systems.

• Demonstrated abilities and understanding of the UCF student systems, patching cycles, and tools upgrade testing processes.

• Experience in managing projects / processes, working independently.

• Coaching and reviewing the work of lower-level professionals.

• Software applications: PeopleSoft: Campus Solutions, Customer Relations Management (CRM) and Appsian/Pathlock, GoAnywhere, Integration Hub, Informatica, and LEAP Server systems.

Special Instructions to the Applicants:

This candidate will be required to work occasional nights and weekends if needed for systems outages or upgrades.

This is not a remote position. Up to 1-3 hybrid work days per week may be available after a probationary period, depending on job duties, project work, and supervisor approval.

The anticipated salary range for this position is $104,664-$128,000. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

Are you ready to unleash YOUR potential?  

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you’ll play an integral role at one of the most impactful universities in the country. You’ll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you’ll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills and you’ll have countless rewarding experiences that go well beyond a paycheck. 

Working at UCF has its perks! UCF offers: 

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program   

• Paid time off, including annual and sick time off and paid holidays  

• Retirement savings options   

• Employee discounts, including tickets to many Orlando attractions   

• Education assistance   

• Flexible work environment 

• And more…For more benefits information, view the UCF Employee Benefits Guide.   

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF. 

Unless explicitly stated on the job posting, it is UCF’s expectation that an employee of UCF will reside in Florida as of the date the employment begins.

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Equal Employment Opportunity Statement:

The University of Central Florida is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.  Click on UCF's Equal Opportunity Statement to view the President’s Statement.

The UCF affirmative action plans for qualified individuals with disabilities and protected Veterans are available for inspection in the Office of Institutional Equity, Monday through Friday, from 9:00 a.m. to 5:00 p.m., upon request.

As a Florida public university, UCF makes all application materials and selection procedures available to the public upon request. 

The University of Central Florida is proud to be a smoke-free campus and an E-Verify employer.