Assistant VP

The University of Texas at Dallas

Richardson (TX)

Hybrid

USD 167,000 - 234,000

Full time

9 days ago

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Job summary

The University of Texas at Dallas invites applications for an Assistant Vice President for Technology Experience and Innovation. The AVP leads IT operations, service management, and architecture to ensure reliable, cost-conscious delivery of core IT services across the university.

Reporting to the CIO, this executive role blends strategic leadership with hands-on technical engagement, aligning services with academic and administrative needs while fostering strong customer service culture in a

Qualifications

Bachelor’s degree in a related field with 10+ years of professional experience and 3+ years supervisory experience.
Master’s degree in IT, Business Administration, Public Administration, or related field is preferred.
Experience transitioning IT operations into AI-automated service operations and automation is preferred.
Hands-on experience with ITSM platforms, endpoint management tools, and service automation is preferred.
ITIL certification or equivalent service management credentials are preferred.
Demonstrated leadership of IT Service Management and customer support organizations.
Experience in complex, highly distributed environments.

Responsibilities

Provide executive oversight for IT Service Management, including incident, request, problem, change, and knowledge management.
Ensure consistent, measurable, user-centered service delivery across Central IT.
Establish and monitor service metrics, SLAs, KPIs, and continuous improvement initiatives.
Lead adoption and optimization of ITSM platforms and processes (e.g., service catalog, workflow automation).
Drive AI Incident Triage & Routing, Predictive Incident Management, and AI optimization of processes.
Champion ITIL-aligned practices in a public higher-education setting.
Oversee Help Desk and IT Support Services with a focus on customer experience and accountability.
Provide hands-on executive oversight of critical IT operations and major incidents.

Skills

Executive leadership

Strong communication

Governance vs agility

Technical depth

AI-driven operations

Stakeholder facilitation

Analytical & presentation

Written/oral communication

Mission-driven

Education

Bachelor's degree in related field

Master's degree (IT/Business/Public Admin)

Tools

ITSM platforms

Endpoint management tools

Service automation

Job description

Functional Title Assistant Vice President for Technology Experience and Innovation

Department

Salary Range

Salary Range Commensurate with Experience

Pay Basis

Pay Basis Monthly

Position Status

Position Status Regular full-time

Location

Position End Date (if temporary)

Posting Open Date

Posting Open Date 07/30/2026

Posting Close Date

Open Until Filled Yes

Desired Start Date

Desired Start Date 09/01/2026

Job Summary

The Assistant Vice President ( AVP ) for IT Technology Experience & Innovation focuses on IT Operations, Service Management & Architecture to provide executive leadership for the delivery, reliability, and continuous improvement of the university’s core IT services. Reporting to the Chief Information Officer ( CIO ), this role is responsible for enterprise IT service management ( ITSM ), customer support functions, IT enterprise architecture, and coordinate management of IT services across the institution.
The AVP serves as both a strategic leader and a hands‑on technical executive, ensuring that IT services are aligned with academic, research, and administrative needs while maintaining operational excellence, fiscal responsibility, and a strong customer service culture within a public university environment.

Minimum Education and Experience

Bachelor’s degree in a related field of study with ten years of related professional work experience and 3 or more years of supervisory experience.

Preferred Education and Experience

Master’s degree in IT, Business Administration, Public Administration, or related field
Experience in a public university or large public-sector organization
Experience transitioning IT operations into AI automated Service Operations including automating, predicting, optimizing, enhancing and elevating those services
Hands‑on experience with ITSM platforms, endpoint management tools, and service automation
ITIL certification or equivalent service management credentials
Demonstrated experience leading IT Service Management and customer support organizations
Experience working in complex, highly distributed environments

Knowledge, Skills & Abilities

Executive leadership with operational credibility
Strong communication and relationship‑building skills
Ability to balance governance with agility
Technical depth combined with strategic perspective
Ability to standup AI automated Service Operations including automating, predicting, optimizing, enhancing and elevating those services
Demonstrated ability to facilitate varied stakeholder groups, build consensus, and manage change
Advanced analytic and presentation skills—translate data and metrics into actionable plans for institutional leadership
Exceptional written/oral communication and influential relationship‑building abilities
Mission‑driven, institutionally committed; takes visible pride and satisfaction in advancing the University’s objectives

Other Qualifications

To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

Essential Duties and Responsibilities

IT Service Management ( ITSM )

A successful IT Service Management program combines strategic vision with disciplined execution, ensuring services are reliable, measurable, and aligned to business outcomes. This role will champion ITIL aligned practices while adapting them pragmatically to the organization’s culture, using clear service ownership, well‑defined processes, and actionable metrics to drive consistency and continuous improvement. By fostering a strong customer‑centric mindset, empowering teams, and leveraging data from incidents, requests, and changes, the AVP will create transparency, build trust with stakeholders, and continuously elevate the quality and value of IT services delivered to the enterprise.

Specific duties include:

Provide executive oversight for the university’s IT Service Management program, including incident, request, problem, change, and knowledge management
Ensure consistent, measurable, and user‑centered service delivery across Central IT
Establish and monitor service metrics, SLAs, KPIs, and continuous improvement initiatives
Lead adoption and optimization of ITSM platforms and processes (e.g., service catalog, workflow automation)
Drive AI Incident Triage & Routing, Predictive Incident Management, and Process Mining + AI Optimization
Champion ITIL -aligned best practices while adapting them to the needs of a public higher‑education institution

Specific duties include:

Establishing AI Driven Campus Technology Standards
Designing Integration Frameworks
Developing AI Driven Modernization Roadmaps

Help Desk & IT Support Services

The AVP leads Help Desk and IT Support Services by setting clear expectations for timely, high‑quality, and customer‑focused support while building a culture of accountability and service excellence. They oversee a tiered support model, strengthen first‑contact resolution and escalation paths, and ensure staff and student employees are well trained, supported, and empowered to resolve issues effectively. By monitoring service metrics, proactively managing incidents and peak demand periods, and continuously improving processes, they deliver consistent, reliable support that builds trust and provides a positive experience for faculty, staff, and students.

Specific duties include:

Oversee centralized IT support services, including the Help Desk and tiered support model
Ensure timely, effective, and customer‑focused resolution of IT issues for faculty, staff, and students
Drive improvements in first‑contact resolution, escalation paths, and support communications
Develop Sentiment Analysis & Experience Monitoring
Support extended service hours, peak academic periods, and incident response readiness
Promote a culture of service excellence and accountability within support teams

Operational Leadership & Technical Engagement

This position will champion Operational Leadership and Technical Engagement by providing hands on executive oversight of critical IT operations while remaining actively engaged in technical and service delivery decisions. They ensure strong coordination across infrastructure, applications, security, and service teams, maintaining operational readiness, resilience, and continuity during both steady state operations and major incidents. By balancing strategic direction with practical technical involvement, they promote consistent service delivery, drive continuous improvement, and ensure IT operations effectively support institutional priorities and long term goals.

Specific duties include:

Provide hands‑on executive oversight for critical IT operations and major incidents
Participate in technical and operational decision‑making related to service delivery and support models
Ensure strong coordination across infrastructure, applications, security, and service teams
Developing AI processes and standards to maximize operational excellence, including developing the Operational Digital Twin, AI Major Incident Command Center,
Maintain operational readiness, resilience, and service continuity

Physical Demands and Working Conditions

Physical Activities

Working Conditions

Additional Information

Remote Work Eligibility Statement

Hybrid Remote Work Available for Texas Residents

Special Instructions Summary

1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.
2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the ADA Coordinator . For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator .

Supplemental Questions

Required fields are indicated with an asterisk (*).

Required Documents