Deputy CIO, IT Operations

Deputy CIO, IT Operations

Office of the Chief Information Officer

University of Illinois, Urbana-Champaign


Illinois is a world leader in research, teaching, and public engagement. We serve the state, the nation, and the world by creating knowledge, preparing students for lives of impact, and addressing critical societal needs through the transfer and application of knowledge.  Illinois is the place where we embrace difference. We embrace it because we value it. Illinois is especially interested in candidates who can contribute, through their research, teaching, and/or service, to the diversity and excellence of the Illinois community. 

Technology Services at Illinois is the IT partner of the Urbana‐Champaign campus which provides world‐class, innovative, cost effective technologies and services that help foster discoveries and innovations from our researchers, transform the teaching and learning experiences of faculty and students, and improve the efficiency and security of the university's processes and data. We do this by maintaining careful alignment with the campus vision, mission, and strategic plans; demonstration of operational excellence; offering great customer service and enhancing user experiences in everything we do; and leveling the “digital playing field” for all.

Technology Services at Illinois is seeking a Deputy CIO, IT Operations. The successful candidate will have the experience and understand the importance of creating an agile IT Operations environment that can respond to the rapidly changing IT challenges in higher education. This position reports directly to the Chief Information Officer for the Urbana‐Champaign campus.


Primary Position Function: 

As a transformative thinker, this Senior IT professional who understands the future role IT will play in supporting higher education will provide leadership, strategy, and high-level coordination to deliver cost effective IT Infrastructure, support and services to all users in support of the teaching and research missions of the University of Illinois at Urbana-Champaign campus.  Primary responsibility for establishing and maintaining consistently excellent IT support services including standardized SLA’s, performance benchmarking, and a proactive system of customer relationship management.


Major Duties and Responsibilities:

Strategy and Planning

  • Lead organizational transformation of IT operations from traditional functional management of technology to modern methods including cloud computing, DevOps, and agile delivery methodologies.
  • Contribute to creation of the IT Vision and Strategy, which aligns with and enables achievement of, the campus’ Strategic Plan and execution of the IT Vision and Strategy.  Work in collaboration with the CIO and other Technology Services Senior Leaders to establish goals and objectives.  These goals are informed by the campus strategic plan.  Align with the strategic plan through the IT Governance process, delivery of specific projects (outlined in the goals and objectives) which enable the campus plan, and measure all that we do against our key performance indicators.  Be in consultation with the Provost, Council of Deans, and Faculty IT subcommittee on IT priorities.
  • Foster and maintain a consistent culture of professionalism and innovation throughout the organization including “Out of the Box” thinking in providing support.
  • At the direction of the CIO, participate in IT governance activities and committees.
  • In conjunction with IT Governance and the CIO, participate in Technology Services strategic and operational planning to achieve campus strategic goals by fostering innovation, prioritizing project initiatives, and coordinating the evaluation, deployment, and management of IT resources across the organization.
  • Develop and maintain an appropriate organizational structure that anticipates the technology service needs of the campus community.
  • Establish Technology Services-IT Operations goals, objectives, and operating procedures:  Work with campus stakeholders, establish goals and objectives, and define measurement criteria for achievement of goals and objectives.
  • Identify opportunities for cost-effective investment of financial resources in IT systems and resources, including staffing, sourcing, purchasing, in-house development, out-sourcing options, to enhance service delivery and end user support.  Communicate benefits/risks associated with these opportunities.
  • Participate in the development, tracking, and control of Technology Services’ budgets. At the direction of the CIO, prepare reports and participate in the annual Deans’ Budget Review process.
  • Direct development and execution of disaster recovery and business continuity plans.
  • Lead the development and oversight of strategic relationships between Technology Services and external entities, including university departments, peer institutions, vendors, and partner organizations.
  • Act as backup to the CIO who serves as principle point of contact for the Provost, Chancellor, and Office of Public Affairs on IT-related matters.


Service Delivery Management:

  • Ensure continuous delivery of IT Operations services through oversight of service level agreements with user and/or stakeholders, and monitoring of IT systems and personnel performance.
  • Establish lines of control for current and proposed information systems in support of IT infrastructure support.
  • Participate in the approval, prioritization, and review of Technology Services project portfolio.
  • Participate in defining and communicating plans, policies, and standards to stakeholders.
  • Participate in the review and approval of personnel compliance audits including FERPA training, ethics training, conflict of interest and commitment statements; identity control and other compliance efforts at the institutional level.
  • Participate in the recruitment, development, retention, and organization of all Technology Services staff in accordance with the University of Illinois budgetary objectives and personnel policies.
  • Provide leadership for IT Operations direct reports including the recruiting and selection of staff, setting goals, daily workflows, conducting performance appraisals, career development, and succession planning, coaching, and mentoring.
  • Keep current with trends and issues in the IT industry, including current technologies and prices. Advise, counsel, and educate executives and management on their competitive or financial impact.
  • Lead employees with a focus on operational excellence, improving processes, accelerating process timelines, developing employees for future leadership roles, and be a change champion throughout the organization and on campus.
  • Participate in regional, national, and international higher education committee and/or conferences.


Position Requirements and Qualifications


  • Bachelor’s degree.

Preferred Education

  • Advanced degree or equivalent certificates in fields related to leadership, service delivery or business administration.


  • Ten (10) years of experience working in a Senior leadership role delivering IT solutions in a complex environment
  • Five (5) years of experience working with customers
  • Five (5) years of experience in budget development, finance and costing
  • Five (5) years of experience in personnel management
  • Experience in strategic planning and execution of organization’s goals and objectives
  • Proven experience in IT planning, organization, and development
  • Experience in leading cloud computing initiatives
  • Experience leading in a DevOps culture/environment and Agile Methodologies such as Scrum and Extreme Programming.

Preferred Experience

  • Experience in vendor management.

Preferred Knowledge Requirements

  • Knowledge of business theory, business processes, management, budgeting, and business office operations.
  • Knowledge of IT Service Management framework.
  • Strong understanding of process management.
  • Understanding of computer systems characteristics, features, integration capabilities, including data processing, hardware platforms, and/or software application development methodology.
  • Strong knowledge of applicable rules and regulations as they relate to IT in higher education.
  • Strong understanding of project management principles.
  • Strong understanding of human resource management principles, practices, and procedures.
  • Proven leadership ability.
  • Ability to set and manage priorities.
  • Excellent written and oral communication skills.
  • Excellent interpersonal skills.
  • Strong negotiating skills.
  • Strong team building skills.
  • Strong leadership and coaching skills.
  • Ability to deal with conflicts and poise under stress.
  • Ability to work in a collaborative environment with faculty and administrative leaders.
  • Superior analytical, evaluative, problem-solving and decision-making abilities.
  • Exceptional service orientation to meeting the demands of customers.
  • Ability to motivate in a team-oriented, collaborative environment.
  • Attentive to emerging technologies and evolving user needs, planning service changes as appropriate and understanding the consequences in very complex environments.
  • Understanding of Higher Education environment.


Appointment Status and Salary

This position is a regular, full-time, twelve-month academic professional appointment and includes salary and a benefits package (24 vacation days, 12 sick days, health, dental, vision, SURS retirement).   For other University provided benefits, please go to:  Salary is competitive and commensurate with qualifications and experience.  There will be no relocation costs included in this package.  The start date will be as soon as possible after the close date.


To Apply

For full consideration, applications should be received by September 13, 2018.   Please create a candidate profile at and upload in one file a letter of application and resume.  The online application will require names and contact information for three professional references.  The University of Illinois conducts criminal background checks on all job candidates upon acceptance of a contingent offer. 

For further information about this position, please contact Rhonda Miller at or call (217) 333-4222.

The University of Illinois is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply. For more information, visit To learn more about the University’s commitment to diversity, please visit