Chief Information Officer

Seeking to hire an Chief Information Officer of IT for a leading higher education IT services company, supporting an educational organization located in Pittsburgh, PA.

The primary goal is to ensure that client's information technology (IT) service delivery adds the maximum value to our client and facilitates the achievement of institutional goals. Dual reporting to Client and the Client's leadership, the Director leads and manages the IT department, serving as a strategic advisor to college leadership on all technology initiatives. The Director is responsible for oversight and strategic implementation of the organization's IT strategic plans, security, systems, applications, infrastructure, and policies and procedures. The Director aligns technology initiatives with the organization's goals and objectives to drive innovation, modernization, growth, efficiency, and customer service. This leader is responsible for developing and maintaining a commitment to advancing technology solutions, as is required by today's technology-savvy student. Building on a culture of customer service and understanding the needs of today's technology-savvy student, the Director will work to shape Client expectations regarding technology services.

• Provide leadership and management onsite at Client location of assigned IT department.
• Know the statement of work (SOW) and full terms of the contract
• Work with client to manage the contract/account against contract budget.
• Oversee IT; applications, infrastructure, end user computing, client support and client projects and work plans.
• Set objectives and strategies for the IT department.
• Develop business cases and provide options to our client for suitable technology to streamline all internal operations and help optimize their strategic benefits.
• Work with the expanded client's team to design, implement and customize IT systems and platforms to improve customer experience.
• Facilitate the implementation of new systems, as applicable and within scope, and provide guidance to client IT staff and departmental users within the institution.
• Work closely with client's team and Client CFO, or other client defined contract administrator, to review, assess, and approve purchases of equipment and software.
• Maintain daily communications with the remote client's team to ensure computer and network infrastructure in the institution operates at optimal performance.
• In collaboration with the client's Service Delivery Management, guide and organize IT-related projects.
• Monitor changes or advancements in technology to Client ways the institution can gain competitive advantage.
• Use industry standard metrics and measures to assess team performance (service quality, staffing levels, service levels) and adjust resources and processes accordingly.
• Use industry standard measures to report and review contracts metrics.
• Ensure escalated issues are addressed in a timely manner and that established service levels are consistently achieved.
• Design, monitor, and refine work processes and procedures so that issues are resolved efficiently and by the appropriate level of technical staff.
• Serve as the escalation point for any issues or complaints and ensure they are resolved with an appropriate sense of urgency.
• In concert with the service delivery manager and remote team, coordinate resolution of complex issues that involve multiple technical resources and ensure effective use of applicable resources.
• Develop and maintain documentation (policies and procedures), SOPs and internal training materials.
• Ensure all service tickets and projects are logged into ticket/service/project tracking application.
• Develop and maintain client departmental relationships.
• Provide technical product training and basic user functionality training when required.
• Work closely with the client's NOC & SOC, if applicable, to maintain production infrastructure uptime, proactive monitoring of security and performance and reporting deliverables.

Requirements

• Proven experience as Director of IT or similar IT management role.
• Excellent knowledge of higher education IT systems, applications and infrastructure.
• Background in designing/developing IT systems and planning IT implementation.
• Solid understanding of data analysis, budgeting and business operations.
• Superior analytical and problem-solving capabilities.
• A strong strategic and business mindset.
• Excellent organizational and leadership skills.
• Outstanding communication and interpersonal abilities.
• BS/BA in computer science, engineering or relevant field; MS/MA preferred.