Executive Director, Change Management & Service Delivery
New York, NY
1. Position Summary
What is the main purpose of this position? Why does it exist? (e.G., to administer client database; to create
marketing strategies; to provide administrative support to department of 6 people, etc.)
Executive Director Position in charge of developing theoverall strategy, leading the implementation,
andoverseeing the operations of change management andservice delivery across every initiative that PSO
oversees.Responsible for ensuring that senior leadership is providedwith the information needed to make
informed decisions.Establish and oversee the architecture, managementpractices, decision support, change
management, training, and communications functions. Directly manage the changemanagement and service
delivery team within PSO and cross-functional teams across University in developmentand enhancements of
change management, servicedelivery, support, and training. Oversee the establishment of user requirements,
manage prioritization process, createnew standards and procedures and oversee all operationsrelated to change
management and service delivery. Workson technical issues and system architecture definition.Translate high
level work plans and converts to detailedassignments for team members. Monitor the status ofassignments and
review work for completion and qualityassurance.
2. Principal Accountabilities
What are the major responsibilities of this position? List the what, how and why of each responsibility and
provide examples, as necessary. Use specific verbs of action, such as " manage, develop, analyze ", etc. Indicate %
of time spent on each. Please arrange accountabilities in descending order of importance.
40% Work with NYU executive leadership to develop the strategic roadmap for change management and
service delivery at NYU. This involves working closely with leadership to help define, capture and
present key performance indicators. Ensure the successful rollout of NYU's strategic initiative called
ServiceLink across People, Process, and Technology dimensions.
25% Manage staff of 3+ code 100 positions (plus other consultants), maintain and control the change
management and service delivery budget and oversee all aspects of the change management and service
delivery programs including project planning, resource allocation and steering committee leadership.
Advise and collaborate with internal and external consultants, staff, and University academic and
administrative units to develop project plans, resource requirements, schedule, and provide solutions in
order to meet project and/or plan objectives.
25% Act as change advocate and change agent on the change management and service delivery programs for
PSO projects. Support leadership's efforts to foster a cultural change of continuous improvement based
on the dashboards and metrics being provided. Lead the implementation and refinement of change
management artifacts, including sponsorship roadmaps, coaching plans, communications plans, training
plans, resistance management plans, and employee feedback analyses. Serve as a subject-matter expert
and provide related consultative services.
10% Supervise and develop staff; hires, train and evaluate performance; determines staffing needs including
hiring, training, and evaluating performance. Identify and prioritize assignments to ensure deadlines are
met and review work for accuracy. In conjunction with University Human Resources, manage
performance concerns and related personnel matters.
3. Position Qualifications
At least ten (10) years progressively responsibleexperience, including experience serving in a leadershiprole
directing change management efforts for large-scaleinitiatives/systems implementations. Experience
managinglarge scale projects through the project management lifecycle. Demonstrated experience making
strategic changemanagement decisions, developing soundrecommendations, and guiding others' decision
makingassociated with change management, including thepotential benefits, consequences, and impact.
Required Knowledge, Skills, and Abilities
Excellent written and verbal communication skills. Ability tocommunicate effectively and collaboratively with
diversestakeholders, including senior leadership. Strongorientation toward service and collaboration.
Excellentorganizational skills and the ability to lead and establishdirection in times of ambiguity. Expertise in a
full range ofchange management capabilities, including trainingdevelopment and delivery; communications
developmentand delivery; executive sponsorship and stakeholdermanagement; launch support; and effective use
of variouslearning delivery methods and knowledge managementtools.
Master's degree and change management certification
15+ years experience managing large scale changemanagement and service delivery projects. Experience inthe
Higher Education industry. Experience implementing ashared services center. Experience with
Preferred Knowledge, Skills, and Abilities
4. Institutional Impact
Indicate quantifiable factors that provide a framework for the position, e.G., number of faculty and/or employees
supported, students counseled, events planned, size of budget managed, etc.
The incumbent will work to ensure the successful rollout ofNYU's strategic initiative called " ServiceLink " across
People, Process and Technology dimensions. From a Peopledimension, this effort is closely tied to Change
Managementefforts in ensuring successful adoption of the ServiceLinkplatform by key administrative units
servicing the NYUcommunity. The effort also involves the rollout of a selfservicewebpage where NYU
community members can goto have a " one stop shop " for seeing the status of theiradministrative service requests.
From a processperspective, this role involves overseeing the definition ofcore " meta-processes " for service
request intake androuting and ensuring their adoption across those keyadministrative units. On the Technology
side, this involvespartnering with ITS to ensure the successful adoption ofthe ServiceNow toolset as well as the
development by theadministrative units of service to be integrated as part ofan overall service catalog, as well as
Knowledgemanagement articles to be referenced by service providerswithin the administrative service centers
when responding to service inquiries.
5. Authority & Accountability
Is the incumbent executing or developing policy (provide examples)? Does the incumbent's work deliverables
impact individual department, overall school or unit or entire University - specify primary deliverables.
This position will require a senior level of decision makingskills in managing this program. This individual will
beexpected to oversee and validate project deliverables, report on project status and identify and elevate
6. Critical Thinking & Decision Making
Provide 1 or 2 examples of the most important decisions made by someone in this position and those referred to
the next level.
Required skills include project management capabilitiesparticularly surrounding managing change
managementand service delivery related projects (i.E., the ServiceLinkinitiative across many administrative units).
Knowledge andproficiency in project life cycle management. Strong interpersonal and communication skills.
7. Internal/External Contacts
Indicate with whom the incumbent regularly interfaces with and the purpose of the contact, e.G., provide
counseling to students, negotiate contracts with vendors.
This role interacts with the most senior levels of Universityadministration, including, but not limited to, the
EVPFinance and IT, the EVP for Operations, and the VPsHuman Resources and Financial Operations/Treasurer.
8. Indicate the number of employees supervised at each level.
This Position Description in no way states or implies that these are the only duties to be performed by the employee
in this position. It does not limit the assignment of related duties not mentioned.