Essential Functions: JOB PURPOSEThis position is responsible for creating and executing a clear strategy to build and expand the capabilities of the FBO Business Technology Solutions (BTS) department. This is a highly collaborative position that requires a client-focused approach in support of short and long-term business objectives that accelerate FBO's vision and strategy. At the highest level, FBO-BTS will design, build, manage and support a reliable and efficient business analysis and technology team that delivers high quality technology capabilities and process improvement services to meet the needs of the divisions within FBO. This position will report to the AVP, Planning, Assessment and InnovationESSENTIAL FUNCTIONSBTS OperationsSpearhead the establishment of FBO-BTS requiring mastery of all day-to-day strategic and operational functions that are necessary to support the divisions within Finance and Business Operations.Manage Business Process Reengineering initiatives.Create and monitor service delivery standards with a focus on re-engineering and continuous improvement.Plan and develop BTS communication strategy and capacity management; service level agreements for use by the BTS clients in order to ensure clarity, accuracy, consistency, accountability and to sustain and increase awareness of BTS core activities.Devise policies and procedures and implement new business processes and work methods for BTS; to improve BTS efficiency and ensure appropriate implementation of decisions made by senior leadership and Governance Committee.Manage fluctuations in demand within the resources available including responding to emergenciesDevelop a plan to cross train staff to improve support services provided by BTSMeasure and provide periodic reports on the provision of services including performance against targets and recommendations for improvement.Serve as vendor liaison and manages relations with third party vendors for various applications supported by BTS.Maintain significant and detailed technical contacts with vendors, suppliers and other service providers.CollaborationProactively work with the FBO community to determine the capabilities, options, and applicability of existing technologies and services within FBO IT ecosystem, along with possible extensions in support of FBO's mission.Work collaboratively with AVPs, Directors and Managers across the FBO divisions to determine priorities and develop integrated solutions that are best for the client and avoids duplication of effort and expense.Partner with C&IT to ensure that the design, integration and coordination of client solutions with technology leads to the development and growth of the business through effective use of technology.Partner with other functional groups to develop, manage, track, and analyze operational support structures, tools, methods, procedures and processes to gain maximum effectiveness, efficiency, and a quality client experience.Customer ServiceIdentify, evaluate, and select new and emerging technologies that can be assimilated within the business units to significantly improve services. At the same time, develop synergies across FBO to improve the reusability of software and technologies across all business units.Establish quality control mechanisms such as client surveys, periodic quality assurance reviews, and error escalation procedures.Develop and lead the implementation of the Service Delivery Model and day-to-day operations, ensuring services are delivered with a high degree of client satisfaction.
Qualifications: High Performance TeamDemonstrate leadership support for all BTS initiatives and organizational development activities, modelling expected behaviors to staff to create a desired workplace culture.Lead high performing teams through coaching and mentoring, to build and grow operational capabilityRecruit staff to include interviewing, hiring, assigning work, training, coaching, and counseling ensuring consistent application of employment policies, processes, and procedures. Conducts performance reviews, and holds employees accountable for optimal performance of their responsibilities.Lead and support direct reports enabling and motivating them to deliver value-added solutions, make high quality decisions and provide effective services to clients.Drive the engagement and satisfaction of all employees within BTS by holding periodic meetings to discuss the achievements, operational improvements, innovative solutions and to address any employee relations issues and/or concerns.Project LeadershipDefine project scopes, goals and resource requirements that are complete, persuasive, and justified; present such analyses via several delivery methods to both technical and non-technical audiences.Select project teams and delegate responsibilities to achieve the goals of a project, while also contributing to professional development of team members.Deliver project results on time and within assigned budgets.Maintain significant contact with FBO administrators as a project leader or major team resource during transition of services.MiscellaneousAssist in developing the BTS budget and operate in a fiscally responsible manner.Perform other duties as required and directed.EDUCATIONBachelor's degree in Management Information Systems, Business Administration or equivalent education, training, and experience from which comparable skills, abilities and knowledge was acquired. Master's degree preferred.EXPERIENCEMinimum of 7 years of information technology application development and/or support experience, including demonstrated ability to analyze client requirements and implement information systems solutions.5-7 years demonstrated experience in supporting the development and implementation of supporting organizational vision and strategy.5-7 years of experience successfully delivering business support services including experience of project management, planning and designing services.5-7 years of supervisory experience required.Demonstrated experience with applying continuous improvement methods and tools (i.e., Six Sigma, Kaizen, EHE, etc.)Demonstrated experience resolving complex operational issues through applying knowledge of systems, processes and operating context.Experience effectively managing competing demands for services.A demonstrated history of achievement in the development and delivery of high quality client services.Experience in leading and managing high performing teams.Ability to work effectively with a range of responsible parties, wither as a project leader or as a team member, to advance projects to timely and successful completion.Working knowledge and ability to apply change management principles.KNOWLEDGE, SKILLS AND ABILITIESINTERPERSONAL SKILLS: Relates to people in an open, friendly and acceptable manner; Effectively balances the interests and needs of own group with the broader organization; Resolves conflicts and disagreements and builds consensusSUPERVISORY SKILLS: Ability to train staff and develop subordinate staff; Ability to delegate work, set clear direction and manage workflow; Strong mentoring and coaching skills.Certification or demonstrated experience with Six Sigma management methodology.
Founded in 1868, Wayne State University is a nationally recognized metropolitan research institution offering more than 400 academic programs through 13 schools and colleges to nearly 32,000 students. Wayne State?s main campus in Midtown Detroit comprises 100 buildings over nearly 200 acres; its five extension centers offer higher education to people throughout Southeast Michigan. Wayne State is d...edicated to preparing students to excel by combining the academic excellence of a major research university with the practical experience of an institution that by its history, location and diversity represents a microcosm of the world we live in. Reflecting its location and the excellent international reputation of its graduate schools, particularly in the sciences, Wayne State boasts the most diverse student body among Michigan?s public universities. Its students represent 49 U.S. states and more than 60 countries.