Executive Director, Service and Portfolio Operations

About the Department

The Executive Director, Service & Portfolio Operations provides executive leadership for institution-wide service governance, operational intake alignment, and disciplined project delivery.

The position serves as the primary operational integrator within Enterprise Business Operations, executing governance frameworks established by the AVP and ensuring that service architecture, project execution, and divisional engagement operate within a unified operational model.

Position Duties

1. Approves institutional intake and sequencing standards and requires documented justification for deviations.

2. Establishes institutional governance frameworks for service intake, workflow standardization, and project execution discipline.

3. Ensures institutional service standards and project governance processes are consistently applied across operational divisions.

4. Defines operational sequencing principles that align service capacity, project workload, and institutional readiness.

5. Prevents fragmentation by enforcing enterprise intake and workflow controls.

6. Translates enterprise governance frameworks into operational procedures executed by Service Management, PMO, and BRM teams.

7. Provides executive oversight of the Director of Service Management.

8. Ensures institutional service architecture, Service Level Agreement (SLA), and Operational Level Agreement (OLA) frameworks, workflow discipline, and performance reporting remain aligned with operational priorities.

9. Reviews service maturity assessments and establishes improvement expectations.

10. Ensures service governance decisions are supported by executive leadership.

11. Leads institutional engagement frameworks that surface operational needs, risks, and modernization opportunities.

12. Ensures BRM engagement cycles are structured, documented, and aligned with institutional intake governance.

13. Validates that surfaced needs are operationally viable before moving to project scoping.

14. Maintains disciplined intake practices to prevent unsequenced or bypassed initiatives.

15. Ensures standardized methodologies, documentation, and prioritization frameworks are consistently applied.

16. Validates project sequencing against service capacity and operational readiness.

17. Reviews portfolio dashboards, risk profiles, and resource allocation models.

18. Ensures appropriate project governance and change control discipline within project delivery practices.

19. Aligns service governance, intake management, and project delivery under a unified operational framework.

20. Ensures service architecture informs project sequencing and modernization decisions.

21. Facilitates cross-functional decision-making when service design, project delivery, and operational capacity intersect.

22. Advises the AVP Enterprise Business Operations on operational readiness, institutional capacity constraints, and sequencing risk.

23. Facilitates cross-divisional operational decisions when service capacity, project prioritization, or institutional readiness constraints arise.

24. Establishes performance expectations for Directors and enterprise functions under this division.

25. Reviews institutional service KPIs, portfolio metrics, and workload analytics to identify systemic risk.

26. Provides executive-level reporting to the AVP Enterprise Business Operations and COO.

27. Leads recurring operational performance reviews and governance audits.

28. Identifies operational bottlenecks, duplication, and service fragmentation risks.

29. Ensures that institutional initiatives do not bypass established intake and governance structures.

30. Partners with Data Stewardship and Analytics functions to ensure operational data informs governance decisions.

31. Maintains visibility into cross-divisional service dependencies and project impacts.

32. Leads and develops:

a. Director, Service Management

b. Director, Project Management

c. Business Relationship Manager

33. Builds a culture of accountability, disciplined execution, and collaboration.

34. Establishes a multi-year operational maturity roadmap for Service Operations.

35. Serves as an executive ambassador for governance discipline and operational clarity.

Minimum Qualifications

Minimum Requirements:

· Bachelor’s degree from an accredited institution in business administration, public administration, information systems, or related field.

· Ten years of progressive leadership experience in operations, governance, project management, or institutional service management.

· Five years of executive-level or senior management experience overseeing multiple functional areas.

· Advanced ITIL, project management (PMP), or related governance certifications.

· Demonstrated experience leading cross-functional operational governance initiatives.

· Experience integrating service management and project portfolio management frameworks.

· Experience working with service management and portfolio management platforms.

Preferred Qualifications:

· Master’s degree in business administration, public administration, or related field.

· Experience leading operational transformation in a higher education or public-sector environment.

· Experience building institutional intake and sequencing governance models.

· Experience managing portfolio prioritization frameworks.

Other Qualifications

Knowledge, Skills, Abilities, and Worker Characteristics:

· Deep understanding of service governance, portfolio management, and workflow discipline.

· Ability to balance standardization with functional operational realities.

· Skilled in institutional sequencing and workload capacity modeling.

· Ability to communicate complex operational realities to executive leadership.

· Skilled at facilitating cross-functional alignment among strong division leaders.

· Experience navigating institutional complexity with political maturity.

· Strong ability to interpret service performance data, portfolio metrics, and workload trends.

· Experience identifying systemic operational risk and modernization readiness gaps.

· Ability to drive disciplined decision-making in ambiguous environments.

Working Conditions:

· Primarily operates in an office environment with routine use of enterprise management platforms.

· May require travel between campus locations.

· May require availability during major institutional incidents or executive governance meetings.

· Operates in a fast-paced, cross-functional environment requiring executive-level judgment and coordination.

Reporting Relationships:

Direction Received: Reports to Associate Vice President, Enterprise Business Operations

Direction Given: Provides executive leadership and oversight for Service Management, Business Relationship Management, and Project Management Office functions.

Exercises enterprise-level governance authority over operational intake, service discipline, and project sequencing frameworks.

Benefits

Central Piedmont is happy offer a comprehensive and affordable benefits package to full-time employees including:

• health care
• dental
• vision
• retirement and supplemental retirement
• flexible spending accounts (dependent care and health)
• life insurance and supplemental life insurance
• employee assistance program (for employee and family)
• short-term and long-term disability
• free parking
• holidays (12 + 2 necessity days)
• vacation (120 hours per year to start)
• sick leave (96 hours per year)
• personal days (2 days)
• voluntary shared leave
• paid parental leave (4 to 8 weeks)
• bereavement leave
• longevity pay

Supplemental Questions

Required Question

Agency Information

EmployerCentral Piedmont Community CollegeAddress 1201 Elizabeth Avenue

Charlotte, North Carolina, 28204 Phone7043306631
Website http://www.cpcc.edu