Location: Secaucus, USA
Closing date: 2nd November 2016
Overview:
The Associate Vice President of Information Technology (IT) Customer Experience will be a consultative evangelist and champion for the value of technology across the NBA’s IT user community. The AVP reports to the Vice President of Customer Experience and will be tasked with enhancing how NBA employees use and interact with technology, with the goals of optimizing the user experience and maximizing employee satisfaction, efficiency and productivity. This role will work with all systems users, business leaders, and other peer disciplines within the NBA’s Information Technology department, both domestically and internationally, to further the NBA’s goal of growing user adoption, raising user technical proficiency, and expanding the use of the NBA’s world-class end-user technologies to cultivate employee collaboration across departments and international offices.
Major Responsibilities:
The Associate Vice President of IT Customer Experience will be accountable for the following:
– Manage a team of IT professionals responsible for global IT Customer Service, Desktop Support, Desktop Engineering, Mobile Device Management, Asset Management and Telecom Expense Management.
– Assist in defining policies and procedures for the use of NBA systems; support the implementation and maintenance of these policies and procedures.
– Assess business needs and ensure technology is keeping up with demand; proactively identify and address customer technology needs through strategic assessments and ongoing communications with stakeholders.
– Assist in the creation and delivery of technology-based experiences that delight end-users; provide a consistent, seamless and robust end-to-end IT user experience.
– Oversee implementation, communication and adoption of cutting-edge technology, including best practices, across the workplace.
– Identify, evangelize and advocate customer-centric technology and designs.
– Develop and implement best practices for program management and end-user service delivery; focus on improving the use of the hardware, software and other technologies that the NBA makes available to its users.
– Define policies, procedures and best practices for the use of NBA systems; support the implementation and maintenance of these policies; perform regular audits to ensure IT policies and procedures are maintained and meet their intended goals. Develop metrics-oriented dashboards to assess and report on IT performance and service delivery on both a periodic and ad hoc bases.
– Provide direction and guidance for the internal/external operation of the Customer Service Desk, Desktop Support and other IT services.
– Support and assist in planning and overseeing development of Training programs to facilitate employee use of technological programs and platforms; drive consumption of IT Training to further increase technology adoption and utilization.
– Focus on and evaluate regional office and international users’ experience.
Required Experience & Knowledge:
The Associate Vice President of IT Customer Experience will be or possess:
– Information Technology experience including leadership positions within a technology environment.
– Experience in a service-driven organization; knowledge of best practices in IT customer service and end user support, service level agreements (SLAs), customer relationship management, and business relationship management.
– Practical experience leading teams responsible for IT user experience and service delivery; a customer-focused mindset with a passion for providing superior service.
– Experience leading the works of others; the ability to foster high standards and to coach, inspire and lead team members.
– A proven track record of success in influencing the agenda of senior level management and enacting change within a complex environment.
– The ability to balance high level strategy with attention to tactical detail.
– A process-oriented leader who can drive process improvement techniques and methodologies.
– Proven experience working with current and new technologies to facilitate business goals.
– Experience building, maintaining and leading operational teams responsible for trouble management, escalation and resolution practices.
– Ability to manage budgets and timelines.
– Strong research, analytical, financial, and creative problem-solving skills.
– Strong verbal and written communications skills.
– Strong interpersonal and collaborative skills.
Educational Background Required:
A bachelor’s degree in Information Technology, Computer Science, Business or related field is required and a master’s degree, ideally an MBA, is strongly preferred. Project management certification (e.g. PMP) is also preferred.
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