Assistant Vice Chancellor of ServiceFirst Academic Professional Shared Services

About the role

The Assistant Vice Chancellor of ServiceFirst Academic Professional Shared Services is central to advancing the University’s vision of transforming administrative service delivery. 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).

Responsibilities

• 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.
• Achieve 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

• Relevant post-baccalaureate degree: relevant undergraduate degree with 5 -7 years of related professional experience may be substituted for the advanced degree.
• Minimum eight 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 with minimum of five years of managerial responsibilities included.
• Master’s degree in business or public administration or related field.

Qualifications

• Minimum eight 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 with minimum of five years of managerial responsibilities included.
• Master’s degree in business or public administration or related field.
• 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.

Skills

• Strategic planning and change management.
• Cost efficiency, service quality, and operational performance improvement.
• Service delivery alignment with academic, research, and operational priorities.
• Customer experience championing.
• Transparent performance data management.
• Process standardization and elimination of duplicative administrative structures.
• Alignment between shared services and self-service entities.
• Strategy execution and disciplined, high-quality service delivery.
• Cost savings, cost-to-serve reductions, and productivity improvements.

Benefits

Not specified.

Pay

Dependent upon qualifications and experience.

Schedule

Full-Time Permanent.

Contact Information

Department Contact Name and Title: Nicole Kenney
Department Contact Telephone or Email: nkenney@unc.edu
Office of Human Resources Contact Information: (919) 843-2300 or employment@unc.edu

Equal Opportunity Employer Statement

The University is an equal opportunity employer and welcomes all to apply without regard to age, color, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, or sexual orientation. We encourage all qualified applicants to apply, including protected veterans and individuals with disabilities.