Job Title: Director, Shared Services

Department: Institute of Capacity Building

Reports To: Assistant Vice President, Transformation Support, ICB

FLSA Status: Exempt

JOB DESCRIPTION

The Director of Shared Services will lead the design, launch, and scaling of cross-institutional shared-service models that strengthen institutional capacity across multiple domains, including but not limited to data, analytics, finance, operations, and student success.

This role is responsible for building a durable, scalable infrastructure for shared capacity-enabling institutions to access high-quality expertise, tools, and support that would be difficult to sustain independently.

Reporting to senior leadership, the Director will serve as the primary operator and integrator, translating strategy into execution by coordinating partners, engaging institutions, and building a high-functioning shared-services model that can expand over time.

This is a systems-building role focused on long-term institutional transformation, not a single initiative.

The Director will:

• Build and operationalize shared-service models that deliver capacity across institutions
• Establish a repeatable framework for designing, launching, and scaling shared services in multiple domains
• Coordinate across internal teams, external partners, and institutional stakeholders to drive execution
• Create the foundation for a sustainable, multi-domain shared-services ecosystem

PRIMARY RESPONSIBILITIES AND DUTIES:

Shared Services Model Design & Scaling

• Design and operationalize shared-service offerings that can evolve across domains (e.g., data, finance, operations, student success, workforce pathways)
• Develop a modular service architecture that allows new capabilities to be added over time
• Define service tiers, delivery models, and engagement structures that balance flexibility with consistency
• Lead the transition from pilot efforts to scalable, repeatable models

Cross-Domain Implementation

• Lead implementation of shared services across multiple functional areas, starting with initial domains and expanding over time
• Ensure services are not siloed, but instead support integrated institutional decision-making and operations
• Identify opportunities to extend shared services into new areas based on institutional need and strategic priorities

Partner & Ecosystem Management

• Identify, procure, and manage a network of external partners and service providers
• Coordinate across partners delivering technical, strategic, and operational support
• Ensure alignment across partners so institutions experience a cohesive, integrated service model
• Build a broader ecosystem of collaborators, including intermediaries, vendors, and subject matter experts

Institutional Engagement & Delivery

• Lead engagement with participating institutions, including senior leadership and cross-functional teams
• Oversee institutional assessments to determine readiness, capacity, and opportunity areas
• Support institutions in adopting shared services and integrating them into core operational and strategic processes
• Ensure institutions move from engagement 12 adoption 12 sustained use 12 measurable impact

Shared Services Team Leadership

• Build and manage a cross-functional, multi-domain team, including internal staff and fractional external experts
• Establish team structure, workflows, and service delivery standards
• Oversee a model that may include pooled or fractional expertise across institutions
• Ensure consistent, high-quality service delivery across multiple institutions simultaneously

Operational Infrastructure & Sustainability

• Develop the operating model for shared services, including:
  • Governance structures
  • Decision-making frameworks
  • Service-level expectations
• Contribute to the development of long-term sustainability models, including:
  • Subscription or membership structures
  • Pooled funding approaches
  • Blended philanthropic and institutional support
• Identify opportunities for cost efficiency, scale, and long-term viability

Strategy Execution & Internal Coordination

• Align work across internal teams to ensure coordination between strategy, implementation, and external engagement
• Track progress against milestones, deliverables, and outcomes
• Identify risks and dependencies and proactively manage through them
• Ensure the work progresses with clarity, discipline, and pace

Knowledge Development & Field Building

• Develop and document:
  • Shared-services playbooks
  • Implementation frameworks
  • Institutional readiness models
• Capture lessons learned and translate them into scalable approaches for broader adoption
• Support efforts to position shared services as a core strategy for institutional capacity building

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities.

QUALIFICATIONS:

EDUCATION AND EXPERIENCE

Bachelors degree required; masters degree preferred. 8-12+ years of experience in:

• Complex program, product, or service delivery environments
• Consulting, higher education, technology, or operational transformation
• Multi-stakeholder initiatives spanning organizations or institutions

Demonstrated experience building and scaling new capabilities, services, or operating models.

Required Capabilities

Ability to move from concept to execution in complex, evolving environments.

Experience managing cross-functional teams and external partners.

Strong systems thinking and ability to connect work across domains.

Comfort engaging senior institutional leaders and navigating complex organizations.

Excellent project management and organizational skills.

Strong written and verbal communication skills.

Preferred

Experience with shared services, consortia, or network-based models.

Familiarity with institutional operations (e.g., finance, student success, academic affairs, workforce pathways).

Experience in capacity-building or intermediary organizations.

ADDITIONAL INFORMATION

Benefits include:

Medical, Dental & Vision

Vacation, Sick & Personal Leave

Life Insurance (Basic & Optional)

Flex Spending Accounts

403(b) Retirement Account

Holiday Savings Plan

Annual Incentive Pay

Salary Range: $100,000.00 To $120,000.00 per year (Salary is commensurate with experience.) This is a hybrid position: 4 days in-person, 1-day remote work schedule, located in UNCFs Atlanta, GA building.