University of Wisconsin - Madison

Position Vacancy Listing

PVL # 236488

Position Summary:
The Division of Information Technology (DoIT) provides information technology services to UW-Madison, all UW campuses, and the UW System and other agencies, employing approximately 700 people and operating with a budget of over $100 million. This position is located within Systems Engineering and Operations.

SEO is the infrastructure and operations unit for DoIT and provides physical and virtual hosting, storage, backup, and database infrastructure for campus and research computing needs. The Critical Infrastructure Service Lead is responsible for the service management, leadership, and delivery of highly regulated Life/Health/Safety and Financial Enterprise IT Services to the UW-Madison campus.

This position will develop and maintain effective relationships with the UW-Madison Police Department, Facilities Planning & Management, Business Services, HIPAA and Select Agent Program officials, and Cybersecurity as well as multiple departments within DoIT. Working with these stakeholders, the Critical Infrastructure Service Lead has overall accountability for defining the service(s), ensuring services are delivered in accordance with agreed upon business requirements, and managing the service(s) lifecycle.

Principal duties:
Service Management (40%)
1. Working with key service(s) stakeholders, coordinate strategic planning for services in the Critical Infrastructure portfolio to ensure alignment with IT strategies and the mission of the University.
2. Manage and facilitate new customer engagements and existing customer relationships for the Critical Infrastructure Service Team.
3. Engage with customers, partners, and user communities to identify gaps in the Critical Infrastructure service portfolio. Develop and propose strategies for filling identified gaps.
4. Participate in the service governance process with Service Team sponsors and major stakeholders.
5. Manage vendor relationships, negotiate service contracts, and comply with UW Madison, UW System, and State of Wisconsin purchasing policies and guidelines.

Service Team Leadership and Coordination (30%)
1. Coordinate a cross-functional service team in planning, development, testing, documenting, installation and support of technical solutions to ensure timely deliverables, project success, and quality.
2. Coordinate activities of technical staff involved in the design, deployment, and operational support of Critical Infrastructure portfolio services.
3. Ensure current process workflow and documentation exists to facilitate operational support of the services within the Critical Infrastructure portfolio.

Financial Management (10%)
1. In collaboration with service sponsors and financial specialists, develop the annual Critical Infrastructure Service Team budget including detailed justifications for cost increases.
2. Monitor and reconcile the Critical Infrastructure Service Team budget under departmental budgetary guidelines.

Project Management (10%)
1. Develop and manage project charters, business requirements, resource plans, timelines, budget estimates, and manage stakeholder communication in cooperation with Service sponsors and team members for new service implementations and changes or upgrades to existing services within the Critical Infrastructure portfolio.
2. Initiate action to identify and resolve problems to ensure project goals and deliverables are met.
3. Communicate service and project status to executive sponsors, resource manager(s), and other appropriate leadership to identify and resolve risks that may impact project completion.

Other Duties (10%)
1. Attend DoIT and external training sessions relating to the operational needs of services as needed.
2. Keep abreast of the state of the art in information technology through professional literature and courses.
3. Support and propose technical, operating, and organizational standards to contribute to the effective operation of services.
4. Carry out special assignments to respond to the needs of DoIT. Prepare special reports, reviews, and recommendations as requested.
5. Tutor and train team members and new staff.
6. Share knowledge with other DoIT staff and provide assistance in areas of personal expertise.
7. Participate in appropriate staff meetings, read pertinent DoIT documents, participate in necessary task forces and committees.
8. Demonstrate a commitment to diversity, ethical practices, and DoIT's mission and foundational principles.

© 2019 Board of Regents of the University of Wisconsin System