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POSITION SUMMARY: 

Under the general direction of the Chief Information Officer (CIO), the Associate Chief Information Officer of IT Operations will manage and optimize the foundational technology services of UMass Medical School’s IT department.  Specifically, this role will ensure that internal IT workflows are engineered and managed to meet service level agreements with our academic, research, clinical and healthcare constituents within the Medical School.  In addition, this role is responsible for all aspects of managing the Medical School’s shared services provided to the other four UMass campuses, and to our clinical partners, UMass Memorial Health Care and Baystate Healthcare.

This leader will directly manage UMass Medical School’s Infrastructure Services team comprised of:  Hosted Services, Network Services, Storage Management, Data Center Facilities and the Infrastructure PMO group.  The successful candidate will markedly improve customer satisfaction in all IT services, not just foundational services.

ESSENTIAL FUNCTIONS:

• Model the Infrastructure Services team after an IaaS service provider, providing highly available, secure services to UMass Medical School, the UMass University system and UMass Memorial Hospital / Baystate.
• Oversee the workflow of all intra-IT interactions using ServiceNow. Develop a model for measuring IT performance and holding IT managers accountable for their ServiceNow queue management.
• Provide leadership within the IS organization that promotes a “One Team” customer-first mentality, demonstrated through both personal behaviors and team behaviors
• Implement mechanisms to provide rapid system provisioning and de-provisioning of technology such as servers, storage and secure network connectivity, thereby enhancing customer satisfaction and managing costs.
• Continually improve IT cost effectiveness with respect to both capital and operating costs.
• Ensure that general computer controls are executed, measured and improved. Partner with the Information Security Officer to ensure annual recertification of UMMS’ SOC 2 Type II attestation.
• Provide exceptional vendor management to manage costs while maintaining high levels of service, security and compliance.
• Direct the evaluation and recommendation of hardware and operating software to meet specific as well as long term strategic end-user computing needs.
• Partner with fellow IT leadership and end-users to ensure technology solutions focus on direct business benefit.
• Network with other industry IT operations thought leaders to promote new ideas and insight.
• Ability to lead a team on complex project engagements related to the design, configuration, and deployment of infrastructure solutions.
• Knowledge of how to leverage IT strategy; roadmaps; architecture; engineering; operations; policy, processes and standard industry practices; and innovation and program delivery appropriately throughout the course of an engagement.
• Develop and test Business Continuity/Disaster Recovery infrastructures aligned with business needs.
• Maintain an excellent working knowledge of current IT technology, industry trends and emerging developments.
• Other duties and responsibilities as required.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Engineering or degrees related to business operations or equivalent experience. 
• 10 years of demonstrated, progressively responsible experience in the leadership and implementation of information technology and/or operational efficiencies.
• Proven customer service skills.
• Proven employee development skills.
• Strong strategic and operational planning skills. The ability to anticipate problems and proactively engages appropriate stakeholders in implementing customer centered solutions
• A clear understanding of technology’s impact on the productivity of an organization
• Responsible as a service provider for support of a large-scale, enterprise-wide information services division.
• Demonstrated experience in the design and development of strategic and tactical plans, interpretation of business requirements and implementation of solutions into comprehensive, integrated information technology standards and applications.
• Exceptional senior management skills in developing a customer-oriented culture, human resources, financial management and administrative policy development.
• As a member of the senior management team, the candidate must possess excellent interpersonal, organizational and communication skills and a commitment to the mission of the institution.
• Travel to off-site locations required.

PREFERRED QUALIFICATIONS:

• Master’s degree in Information Technology, Engineering or degrees related to business operations
• Demonstrated ability to build consensus (internal and external) for the integration and implementation of information technology strategies
• Ability to provide innovative IT solutions within quality, cost and timing requirements of internal customers
• Experience in rapid solution deployments to meet changing business demands and enables pursuit of strategic business opportunities
• Demonstrated success in implementation of large scale, complex IT deployments within required timeframes of internal customers
• Experience deploying IT solutions for a diverse array of industries

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