Assistant Vice Chancellor of ServiceFirst Health Affairs Shared Services

About the role

The Assistant Vice Chancellor of ServiceFirst Health Affairs Shared Services plays a pivotal role in transforming administrative service delivery at the University of North Carolina at Chapel Hill. This role is central to advancing the vision of ServiceFirst, which aims to reduce duplication, standardize processes, and improve service quality and transparency.

Responsibilities

• Develop and implement strategic planning and change management frameworks that include 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 assigned ServiceFirst grouping, including development and execution of staffing models and resource allocation strategies.

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

Preferred Qualifications

• 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.