Assistant Vice Chancellor of ServiceFirst Health Affairs Shared Services

UNC-Chapel Hill • Chapel Hill, NC

1d

About The Position

ServiceFirst is the University’s initiative to transform administrative service delivery by reducing duplication, standardizing processes, and improving service quality and transparency. The Assistant Vice Chancellor of ServiceFirst Health Affairs Shared Services is central to advancing that vision by ensuring services are delivered efficiently, consistently, and with a strong focus on customer experience and measurable outcomes. This role serves as the executive leader accountable for end-to-end service delivery within the assigned ServiceFirst grouping (Academic/Professional or Health Sciences), including Human Resources, Finance & Procurement, and Research Administration services along with representation for services provided by University Communication and Marketing ( UCM ) and Information Technology Services ( ITS ). Working as a key member of the senior management team, this role will develop and implement strategic planning and change management frameworks that consist of mission, vision, values and objectives to establish and advance continuous improvement. Responsible for achieving measurable improvements in cost efficiency, service quality, and operational performance while ensuring alignment with University priorities. Owns a defined portfolio of schools and units and serves as the primary executive partner to Deans and administrative leadership to align service delivery with academic, research, and operational priorities. Champion a service-first culture that prioritizes responsiveness, reliability, and a high-quality customer experience, ensuring that administrative services are easy to access, clearly defined, and consistently delivered. Ensure all services are supported by transparent performance data, including service levels, turnaround times, cost-to-serve metrics, and customer satisfaction, enabling informed decision-making and continuous improvement. Drive process standardization and eliminate duplicative administrative structures by implementing consistent service models, policies, and workflows across units. Ensure alignment between shared services and self-service entities by enforcing common standards for service quality, data reporting, technology usage, and compliance, regardless of delivery model. A transformational operator who can design and execute strategy while ensuring disciplined, high-quality service delivery and strong customer experience. Accountable for achieving defined cost savings, cost-to-serve reductions, and productivity improvements across the grouping, including development and execution of staffing models and resource allocation strategies.

Requirements

• Minimum ten years of progressive and relevant experience in one or more of the areas of finance, human resources, information technology, research administration, customer service, or related field.
• Minimum of five years of managerial responsibilities included.
• Master’s degree in business or public administration or related field.

Nice To Haves

• Experience in higher education administration within the UNC System.
• Familiarity with administrative processes, procedures and systems at a large research university or government agency.
• Experience in building and managing a shared services organization providing finance, human resources and/or information technology services.
• Proven experience in leading successful, large, complex, and highly visible organizational transformation initiatives.
• Experience in developing and managing large, high performance teams with high employee satisfaction.
• Experience leading through influence and inspiring others to achieve organizational goals.
• Knowledge and experience with enhancing productivity, meeting customer expectations, and driving a culture of continuous improvement.

Responsibilities

• Develop and implement strategic planning and change management frameworks.
• Achieve measurable improvements in cost efficiency, service quality, and operational performance.
• Align service delivery with academic, research, and operational priorities.
• Champion a service-first culture that prioritizes responsiveness, reliability, and a high-quality customer experience.
• Ensure all services are supported by transparent performance data.
• Drive process standardization and eliminate duplicative administrative structures.
• Ensure alignment between shared services and self-service entities.
• Design and execute strategy while ensuring disciplined, high-quality service delivery and strong customer experience.
• Achieve defined cost savings, cost-to-serve reductions, and productivity improvements.
• Develop and execute staffing models and resource allocation strategies.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive