Executive Mgtmt Director-Exec Mgt

MSU Careers Details•East Lansing, MI

5d•Hybrid

About The Position

Michigan State University Information Technology Services (ITS) seeks a dynamic, strategic leader to provide executive leadership for campus partner-facing IT services. The Executive Director ensures the delivery of high-impact, reliable, and innovative technology experiences supporting the university’s teaching, research, and outreach mission. The role shapes service strategy, operational excellence, workforce engagement, and continuous improvement across campus-facing IT services, and serves as a principal advisor to the Chief Information Officer (CIO) and university leadership on the future of MSU’s IT service models and campus partner experience. The Executive Director leads the Campus IT Experience (CIE) teams, which provide strategic, responsive, customer-focused technology services to students, faculty, researchers, support staff, and campus guests. The functional areas include the Service Management Office (major incident, enterprise change, asset, and service-level agreement management); IT Service Desk; learning space, audiovisual technology, and digital classroom support; MSU ID Office; MSU Technology Store and Software Distribution Center; workstation support; and the new IT Resource Center. The IT Resource Center will be a primary access point for technology services and support, providing centralized intake, a user-focused service catalog, and resource coordination. This position provides strategic leadership and governance for enterprise campus partner-focused IT services; develops long-range service strategies aligned with MSU and ITS goals; and partners with IT portfolio management, Enterprise Services, and MSU Procurement to establish and operate the IT Resource Center. The Executive Director represents service catalog interests in IT governance, co-owns the MSU IT Service Catalog with the Assistant CIO, and develops monitoring functions for service-level agreements. The role leads and mentors managers, advances service excellence and continuous improvement, builds campus partnerships, ensures fiscal stewardship, and leads organizational change related to service delivery, technology adoption, and workforce development. The position is based on the MSU campus in East Lansing, Michigan, with onsite presence required at least four days per week and one remote day. MSU designates the position as remote-friendly, meaning some or all duties may be performed remotely as mutually agreed upon.

Requirements

Bachelor’s degree in computer and information sciences, business management, marketing, or a related field, or an equivalent combination of education and experience.
More than eight years of progressively responsible leadership experience leading enterprise technology services.
Demonstrated experience leading multiple large cross-functional teams or enterprise-scale initiatives.
Multi-year experience collaborating with senior leaders and stakeholders to improve campus front-line user services such as workstation support, service desk, service management, audiovisual support, or identification services.
Proven ability to align service delivery with institutional priorities, operational excellence, and an exceptional customer experience.
Expert knowledge of current and emerging technologies and their strategic application to campus organizational needs.
Experience building and leading service-oriented technology teams that deliver dependable, universally available end-user services.
Exceptional verbal, written, and interpersonal communication skills, with the ability to engage and influence diverse audiences.
Strategic thinking with a strong focus on execution, accountability, and measurable results.
Demonstrated expertise in change management, stakeholder engagement, and cross-functional alignment.
Commitment to employee engagement and cultivating a culture of belonging.
Onsite presence on the MSU campus at least four days per week, with one remote day.

Nice To Haves

Experience in a higher education environment and strong understanding of front-line customer service operations.
Demonstrated commitment to exceptional service experiences for students, faculty, staff, and other stakeholders.
Ability to lead and influence effectively in a complex, matrixed organization and build productive cross-functional partnerships.
Experience in service management, governance, and operational excellence, including service standards, performance measures, accountability frameworks, and continuous improvement practices.

Responsibilities

Provide strategic leadership and governance for enterprise campus partner-focused IT services.
Develop and execute long-range service strategies aligned with MSU and ITS goals.
Develop and implement a strategy and service model for the new IT Resource Center in partnership with the IT ACIO portfolio management team, Enterprise Services, and MSU Procurement.
Represent service catalog interests in IT Governance and support university IT governance.
Develop monitoring functions to ensure service-level agreements are met across standard service offerings.
Serve as co-executive owner of the MSU IT Service Catalog with the Assistant CIO.
Lead and mentor managers so teams are appropriately resourced, aligned, and equipped to deliver high-quality services.
Champion continuous improvement, innovation, and service excellence across customer-facing IT services.
Serve as a member of the MSU IT Executive Leadership Team and as a trusted advisor to the CIO, departmental leaders, and university stakeholders.
Build campus relationships to define service needs, service-level agreements, and future service delivery models.
Ensure fiscal stewardship and accountability for departmental budgets and enterprise initiatives.
Lead organizational change efforts related to service delivery, technology adoption, and workforce development.
Position MSU IT services to respond effectively to emerging trends in higher education and technology.
Lead the Campus IT Experience functional areas, including service management, service desk, learning space and classroom support, ID services, technology store and software distribution, workstation support, and the IT Resource Center.