Assistant Vice Chancellor of ServiceFirst Academic Professional Shared Services

UNC Finance and Operations; Chapel Hill (NC); On-site; USD 120,000 - 160,000; Full time

Job summary

UNC Finance and Operations is seeking an Assistant Vice Chancellor of ServiceFirst to transform service delivery by reducing duplication and improving quality. The role involves leading initiatives in Human Resources, Finance, and Procurement.

Key responsibilities include developing strategic planning frameworks, achieving cost efficiency, and ensuring outstanding customer experience. The ideal candidate is a transformational operator capable of aligning service delivery with university priorities.

Qualifications

• Transformational operator with experience in administrative service delivery.
• Ability to develop and implement strategic planning frameworks.
• Strong focus on customer experience with measurable outcomes.

Responsibilities

• Develop and implement strategic planning and change management frameworks.
• Achieve measurable improvements in cost efficiency and service quality.
• Serve as primary executive partner to Deans and administrative leadership.
• Champion a service-first culture that prioritizes responsiveness.
• Ensure services supported by transparent performance data.
• Drive process standardization and eliminate duplicative structures.

Job description

Role Overview

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 Academic Professional 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).

Key Responsibilities

• Work as a key member of the senior management team to develop and implement strategic planning and change management frameworks that consist of mission, vision, values and objectives to establish and advance continuous improvement.
• Achieve measurable improvements in cost efficiency, service quality, and operational performance while ensuring alignment with University priorities.
• Own a defined portfolio of schools and units and serve 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.
• 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.

A transformational operator who can design and execute strategy while ensuring disciplined, high-quality service delivery and strong customer experience.