Associate Director of Strategic Operations
(University Staff Professional 3)
OPEN TO CURRENT UCONN EMPLOYEES AT THE STORRS/REGIONAL CAMPUSES ONLY
Reporting to the Business Service Center Director in Facilities Operations (FO), the Associate Director of Strategic Operations is responsible for managing the Operations Center that provides the University community service and support on a 24/7/365 basis and handles an average of 80,000 work orders annually for all UConn campuses that encompass all trades and complexities to include facilities, residential housing and building maintenance, repairs and emergencies, notification of power outages, monitoring fire alarms, the status of IT systems, utility systems, building automation controls, physical security systems and cameras, non-emergency life-safety systems and key and card access control. The Associate Director of Strategic Operations also oversees the Facilities Customer Service Center for parking, locksmith, and other Facilities operations services.
Associate Director of Strategic Operations directly and indirectly manages staff, the services provided by vendors and contractors, and the department’s strategy and day-to-day administration and improvement of FO software systems, applications, and technical reporting functions. Incumbent assists with FO long-term planning and is responsible for the Storrs and regional campuses’ Preventive Maintenance and Asset Management Programs including the 5-Year Facilities Projects Plan, the Building Condition Assessment Program and the establishment and management of a 20-year Deferred Maintenance Program.
Facilities Operations has over 400 employees represented by four labor unions as well as management exempt employees responsible for the University’s custodial and housekeeping services, building maintenance and repairs, landscaping, utility production and distribution, transportation, parking, commercial and residential rental property management, warehouse operations, mail distribution, facility renovation and maintenance projects, as well as all skilled mechanical, electrical and plumbing (MEP) and building trades for the main Storrs campus, five regional campuses and other Agriculture Extension locations throughout Connecticut.
DUTIES AND RESPONSIBILITIES
Include but are not limited to:
- Provides direction and strategic leadership of the University’s 24/7/365 Operation Center; ensures effective and efficient delivery of services, system capability and operational flexibility. Participates in current and future planning for the continuous functionality of the University’s 24/7/365 Operation Center and that provisions for expansion are consistent with business objectives and the University’s overall mission, including the incorporation of the Decarbonization program, the Supervisory Control and Data Acquisition (SCADA) system, new electrical infrastructure and new campus buildings.
- Develops and implements the FO Customer Service Center and a customer-oriented team that combines all functions currently provided through the FO Center, Parking Services Counter and Locksmith Service Counter. Oversees the evaluation and updating of existing processes (business, operational, and technical), standard operating procedures and performance enhancements to improve effectiveness and efficiency.
- Responsible for staffing, hiring, evaluation, supervision, and training of staff directly or through appropriate manager or supervisor; provides daily and long-term direction, guidance, prioritization of work activities. Serves as the departmental representative at grievance hearings, fact findings, pre-disciplinary hearings, and other labor related issues.
- Continuously demonstrates positive leadership qualities by providing direction, coaching, training and mentoring to enhance employee performance. Ensures adequate staffing levels to support business operations and that work is assigned appropriately and completed properly.
- Recommends and manages the implementation of policies and procedures to ensure the 24/7 Operations Center meets customer demand related to efficient customer service, facilities work order requests, system functionality and data accuracy. Performs complex troubleshooting for unique and/or complex situations that arise require immediate resolution; ensures all Operation Center communications effectively address problem and related decisions align with established policies and standard operating procedures.
- Working with the Divisions of University Safety Fire Marshall and Deputy Chiefs, and Information Technology Services Managers, responds to inquiries and ensures proper communication, reporting and critical systems monitoring for all University fire alarm and detection systems, such as life safety, physical security, building automation, ITS servers, batch production, etc.
- Assures appropriate systems, processes and procedures are in place for the efficient operation of assigned units; prepares and evaluates reports, records, and documentation; determines necessary changes for overall department improvement, operational efficiency, and cost reduction initiatives. Provides analyses and recommendations for system-wide changes based on data driven findings.
- Responsible for evaluating, developing, managing, and maintaining application systems and workflow processes for Facilities Operations’ construction, building maintenance cost, building automation, parking enforcement, project management, business analytics. Maintains current knowledge of applicable technology; researches, evaluates, identifies and recommends technology solutions.
- Works with vendors and collaborates with ITS technical staff as the functional lead for specific FO projects, on the installation of new projects, system components, enhancements and/or upgrades and to resolve system integration, server, or security issues.
- Serves as subject matter expert for the Integrated Workplace Management System (IWMS), AiM, and other technical applications. Analyzes and provides both standard and complex data using various reporting and analytics tools to develop in-depth technical analysis, reports and business analytics designed to optimize FO business practices, align technology solutions with business strategies and provide recommendations to Facilities Operations leadership regarding short and long-term planning.
- Oversees the Preventive Maintenance, and Asset Planning Programs for UConn Facilities Operations that include identification, documentation, maintenance, repair or replacement strategies of over 30,000 infrastructure and mechanical controllable assets worth over $100+ million, 12,000,000 square feet of buildings at Storrs and all regional campuses.
- Establishes and manages a 20-year Deferred Maintenance program for replacement of building components by establishing valuations and determining remainder of life for such components. Provides data analytics to prioritize critical building components to the Associate Director of Building Trades and Director of Project Administration.
- Develops maintains and updates the Building Condition Assessment Program (BCA) to continually assess University properties, update the asset inventory and inform the development of the Facilities Five-Year Plan and budget for future needs and requirements; collaborates with the Director of Project Administration on planning, prioritization and processing of projects laid out in the 5-Year Plan.
- Establishes procedures and processes; makes adjustments for time sensitive life-safety system repairs and daily operational functions of contracted life safety system technicians (Encore Fire Protection, JCI/Simplex, Siemens Industry); coordinates inspections for fire alarm, sprinklers, emergency lighting, etc.
- Provides oversight of contracts and life safety service agreements (SLAs) (approx. $2.2M) to ensure all systems are monitored, vendors are contacted for deficiencies and necessary repairs are completed in a timely manner. Coordinates with University Safety on all life safety system matters and service agreements.
- Identifies key stakeholders impacted by the proposed initiative, business need and/or issue and conducts stakeholder analysis. Coordinates planning and operational activities; works collaboratively with Facilities Operations staff and University departments to ensure proper delivery of campus utilities, service quality, and operational effectiveness; notifies appropriate personnel for any unusual or unforeseen event concerning facilities services issues.
- Responsible for ensuring the proper configuration and usage of such applications meet departmental and University needs; develops procedures to analyze or improve the performance and efficiency of software and hardware systems; documents procedures and all technical work in user guides for future reference.
- Responsible for the development and oversight of the Operations Center budget (approx. $300K) and the Facilities Technology Account (approx. $460k) for all software and hardware purchased by FO.
- Responsible for the forecasting of future capital expenditures as it pertains to deferred maintenance in conjunction with asset management, preventative maintenance, and the building condition assessment program. Serves as a key contributor to the annual capital and operating budgets needs of campus facilities; assists with prioritizing projects that are within the allocated budget for each fiscal year.
- Generates information and data to develop reports; synthesizes information for Facilities management and other internal and external units; ensures timely flow of information to and from the Business Services and AVP offices; develops and presents departmental presentations for internal and external departments and constituents.
- Develops innovative cross-functional support through the Operations Center and Customer Service Center to reduce University administration costs; evaluates, implements, and monitors best practices for business services and process change improvements that are sustainable and repeatable.
- Participates in the development of training and onboarding programs for new employees as related to systems and applications access; administers access control systems to ensure compliance with established policies for FO employees and other University stakeholders.
- May act on behalf of supervisor in his/her absence, as directed.
- Must be a current UConn employee.
- Bachelor’s degree and ten (10) years of related experience; OR a master’s degree and eight (8) years of related experience; OR a combination of education and/or related experience totaling fourteen (14) years of progressive management experience in a large, complex setting or in a similar environment.
- Five (5) years of experience strategizing, planning, and overseeing operational services in a complex organization.
- Experience supervising staff.
- Knowledge of the UConn Storrs campus building locations and infrastructure.
- Experience with UConn systems applications and Public Safety operations and protocols.
- Demonstrated ability to translate long-term strategies into day-to-day operations aligning resources with goals in an environment of competitive demands and resources.
- Highly technical and demonstrated experience assessing end user’s business needs, identifying complex issues, and developing creative solutions to meet identified business requirements.
- Experience prioritizing work and meeting time sensitive deadlines, including follow-through while balancing and prioritizing multiple activities and responsibilities.
- Demonstrated experience increasing procedural efficiencies using software applications.
- Demonstrated change management concepts and strategies including excellent communication skills.
- Ability to work effectively with a variety of constituents including administrators, staff, internal departments, and external agencies/groups and the public.
- Must be available to report to or remain at work during emergency closures, emergency repairs or significant events that affect operations.
- Three (3) years of experience running a high-volume call center operation in a university setting.
- Five (5) years of experience as an Applications Administrator.
- Experience using an Enterprise Asset Management Software Application and Integrated Workplace Management System (IWMS) such as AiM.
- Five (5) years of experience with report writing tools such as WebFocus, BIRT, PowerBI, AimIQ.
- Proven experience managing vendors and contractors and administering contracts to complete operational functions.
- Experience using the Kuali Financial System and creating WebFocus reports.
- Excellent analysis and project management skills.
- Knowledge of and/or familiarity with University Procurement policies and procedures.
- Experience using HuskyBuy, UConn’s eProcurement portal.
- Experience leading a software
- Experience in a public institution or in higher education similar in size and complexity to the University of Connecticut.
This is a full-time position. The work schedule for this position is Monday through Friday, 8:00 a.m. – 4:00 p.m. with an hour for lunch. This position is categorized as Emergency Support Services/Essential Staff. Must be willing and able to work during emergency closures/delayed openings due to inclement weather or for significant events that effect campus operations.
TERMS AND CONDITIONS OF EMPLOYMENT
Employment of the successful candidate is contingent upon the successful completion of a pre-employment criminal background check.
Please apply online at https://hr.uconn.edu/jobs, Staff Positions, Search #497205 to upload a resume, cover letter, and contact information for three (3) professional references.
This job posting is scheduled to be removed at 11:55 p.m. Eastern time on April 4, 2023.
All employees are subject to adherence to the State Code of Ethics which may be found at http://www.ct.gov/ethics/site/default.asp.