Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of WashU IT-Enterprise Applications. This position is for the Danforth Campus.
Reporting to the Assistant Vice Chancellor for Enterprise Applications, the Senior Director for Application Development and Support will be the overall service owner of a centralized IT service under WashU IT that will develop, support, and manage custom applications utilized by the administrative, academic, and clinical units of the University. The position will both develop the service and manage the ongoing operations, which will be fully supported by service cost and rates.
PRIMARY DUTIES AND RESPONSIBILITIES:
Establish, manage, and maintain the applications development and support service for WashU IT.
Develop and maintain an overall service and cost model for the development and support of custom applications that are leveraged by University schools and departments outside of the Enterprise Applications. The model will include support for break fix, maintenance, compliance changes, enhancements, new features, and new custom application items.
Lead engagement with campus units to develop and refine the needs of the service and understand impacts of the various applications that will be developed and maintained.
Develop models for scalability by partnering with the university offices and schools as well as other parts of WashU IT.
Lead the integration of this service into the the overall WashU IT shared services implementation and governance.
Develop models to manage cost of operating, resources, and engaging with external entities when required.
Manage the transition of resources from campus entities that move into the central IT organization by working with both those staff and current organizations.
Service Ownership & Measurement
Clearly define the service to be consumed by the campus and how it will be governed.
Develop overall and application specific service level expectations (SLE) that will clearly outline the expectations that the customers will have of IT and that IT will have of the customers.
Develop metrics for both service and cost to demonstrate that the service being provided is meeting expectations and costs are being managed.
Manage continuous improvement of the service to drive cost down where possible and improve overall service delivery.
Regularly engage with consumers of the service to verify that the service is meeting their needs and planning appropriate adjustments where needed.
Present regular updates and metrics to EA, OCIO, and campus leadership.
Demand, Resource, and Capacity Management
Develop and Maintain a model for the intake of new work for the service. The model should be able to both evaluate and triage as necessary and should separate operational from new work.
Evaluate demand to make sure that requests are properly understood and estimated.
Regularly evaluate resource needs based on the demand and plan appropriately. Identify needed long term and bubble resources to ensure that contract labor and other resources are lined up when needed.
Regularly evaluate capacity needs to ensure that the right skillsets are being maintained and required capacity is being obtained. Options should be developed to leverage contractors where required.
Develop, in partnership with WashU IT teams, a model for delivering custom applications changes, updates, and new items to production to ensure proper controls and auditing.
Manage the service resources and leaders to ensure that commitments are maintained.
Ensure that requests are being responded to and timelines are being met for requested project work.
Lead some key/high visibility projects to ensure that expectations are met and constituent’s requirements have been achieved.
Continuously evaluate and update processes and structure to ensure regular delivery of projects and support.
Evaluation of Opportunities
Continuously evaluate opportunities to improve or expand the service provided where needs have grown or are developing within the University.
Develop opportunities through regular engagement with University community and others.
Staff & Performance Management
Hire and manage performance for staff members and leaders assigned to this service.
Set and manage clear expectations for staff in relation to their work and positions.
Ensure that issues are dealt with directly and timely.
Conduct regular feedback, coaching, evaluation, and development sessions with staff reporting to the service to address growth and improvements.
Plan development opportunities with staff to ensure that skills required to provide the service remain current and relevant.
Perform other duties as required
Bachelor’s degree in a related field or equivalent industry experience required plus 10 years of related experience
Experience with design, creation, and implementation of application services, including internal and externally provided solutions
Experience directing a large-scale organization providing application development and support, and business process improvement services
Experience developing IT services, models including costing and service level expectations
Experience developing organizations and/or start up functions
Experience defining and using metrics to identify continuous improvement opportunities
Strong business skills and customer service background
Ability to motivate and lead workforce through periods of organizational uncertainty
Must be able to establish objectives, prepare action plans, and communicate such plans clearly and effectively to all staff levels (senior leadership, management, technical, and clerical)
Excellent time management, resource planning, and project management skills required for seeing initiatives through to completion
Demonstrated aptitude to quickly and effectively adapt technologies to meet needs outside of current experience
Excellent organizational and communication skills, both verbal and written
Ability to provide clear direction to staff during times of organizational ambiguity
Ability to work independently
Ability to learn quickly and adapt to new circumstances
Ability to work extra hours and adjust schedule, recognizing the need to do so
Ability to adjust to changes in priorities and demands on time
Demonstrated ability to manage technical and human resource performance using metrics
Perform other duties as required
Master’s degree in related field
Prior experience consolidating local departmental-focused IT teams into an enterprise service delivery organization
Prior experience in a dynamic and diverse corporate environment
Prior experience in a clinical support environment
Prior experience in a higher education technology environment
Prior experience leading large staffs (75+)
Prior experience in a matrix management structure in which you rely on other leaders for delivery of portions of your service
ITIL Framework experience
The hiring range for this position is $120,515 - $159,681 annually.
Offers made for this position are contingent upon the successful completion of all required pre-employment screens, including a criminal background check, hair sample drug screen, and verification of required professional licenses, registrations, or certifications.
-Retirement Savings Plan -22 vacation days -8 Paid Holidays -Sick Time -Tuition benefits for employee, spouse and dependent children -Free Metro Link/ Bus pass -Free Life Insurance -Health, Dental, Vision -Health Savings Accounts (HSA) -Long Term Disability Insurance -Flex Spending Plan -Other Benefits
Human Resources website (hr.wustl.edu)
Internal Applicant Instruction:
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplin...ary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.