Director of Contracted Services

POSITION OBJECTIVE

The Director of Contracted Services provides strategic leadership, management, and oversight of several key university services including dining retail and meal plan, bookstore, vending, pouring rights, and print services. The Director is responsible for ensuring that all contracted services operate efficiently, provide excellent customer service, meet financial targets, and contribute to enhancing the overall student experience.

This role requires a hands-on approach combined with a creative mindset to elevate service delivery and foster a positive campus environment. The Director of Contracted Services seeks continuous improvement and innovative solutions to enhance the campus experience, improve operational effectiveness and increase revenue opportunities. The overall objective is to ensure the provision of "best in class" services while maintaining the financial solvency of the contracted programs.

Essential Functions

• Responsible for oversight of contract budgets of approximately $27 million. Provide oversight and management of revenue budgets across all areas of responsibility. Lead long-term planning for contract services, with a focus on aligning with university goals and meeting the evolving needs of students and the campus community. Through Bon Appetit and other contractors, direct the delivery of catering services in a coordinate effort to maintain efficiency while ensuring the best possible service is delivered to the university community. (10%)
• Act as the primary liaison between the university and key strategic business partners, specifically focusing on managing relationships with our food service and vending providers and working closely with the university's bookstore vendor. Prioritize the growth and development of these partnerships. Monitor performance metrics and service levels to ensure operational excellence. (10%)
• Plan and develop strategies for generating revenues and resources for specified the contracted services. Develop and carry out a plan of action focusing on marketing of services to all relevant constituents. Perform periodic cost and productivity analyses to ensure maximal service. (10%)
• In partnership with finance and budget, conduct cost-benefit analyses for new initiatives and operational changes to ensure financially sound decision-making. Work closely with the university's finance and budget office to align financial strategies for contracted services with broader institutional financial goals and to conduct regular financial analyses to identify trends, forecast future needs, and allocate resources effectively. Implement and maintain financial controls within all applicable programs to ensure safeguarding of assets and maximum return form operations. Prepare monthly, quarterly and annual P&L, ROI and metric analysis reports for review by senior leadership. (10%)
• Direct the analysis and evaluation of all vendor contracts, business proposals and special projects. Oversee the day-to-day administration of the university's bookstore contract with Barnes & Noble. Direct the travel program including feedback and monitoring of policy, administration of on-line travel site through preferred vendor, relationship with other preferred travel vendors and negotiation of preferred buying agreements for other travel products. Oversee travel expenses including travel prepayments on BTA cards, reimbursement, and travel advance reconciliation. Oversight of the printing services contract managed by FedEx. 10%
• Manage a team of professional staff for contracted services. Foster a culture of continuous improvement, encourage forward thinking solutions, and guide the professional development of staff. (10%)
• Manage negotiations and management of contracts with strategic partners and vendors, including handling RFP processes. Ensure that all contractual agreements are beneficial to the university and compliant with standards. (10%)
• In collaboration with the AVP, Administrative Services develop capital budget needs for the maintenance and improvement of campus infrastructure and services as related to the dining program and other contract areas. (10%)
• Regularly assess performance, ensuring high standards of service delivery and student satisfaction. Address any areas of concern promptly and efficiently. Continuously assess the needs of the campus community while actively engaging with the student body to enhance student satisfaction. Recommend and implement changes to enhance service delivery, focusing on initiatives such as food insecurity, sustainability, and inclusion, Ensure that the student experience is at the forefront of decision making while maintaining fiscal responsibility. (10%)
• Participate in campus committees focused on service improvements, sustainability, and student life. Regularly engage with campus constituents, providing transparent and up-to-date information about contracted services. Develop and maintain systems for gathering and responding to internal feedback from campus members on all areas of service. (10%)
  
  
  

Nonessential Funcitons

Perform other duties as assigned. (<1%)

CONTACTS

Department: Continuous contact with division staff, often to achieve cooperation between functions for broader and more complex operating or management problems.

University: Regular contact with the controller's office (controller, associate and assistant controller, general accounting, grants accounting, and payroll), human resources, university budget office, provost's office and all levels of administration throughout the university. Occasional contact with the vice principal of institutional planning, director of plant services, director of human resources, and director of financial aid for the implementation of university-wide programs.

External: Moderate contact of some significance/importance to the university to negotiate contracts and resolve service complaints. Frequent contact with vendors for purposes of monitoring contract compliance, and administration of services to students.

Students: Frequent contact with student employees and student performers regarding workflow, concerns, adjustment to schedules.

Supervisory Responsibilities

This position involves supervision of administrative/support personnel: 3 financial staff members and 1 operations staff member. Oversight of contracted employees (-300 FTE).



QUALIFICAITONS

Experience: 10 years directly related experience in a similar capacity is required.

Education: Bachelor's degree in business administration, hospitality management, or a related field required; M.B.A. preferred.

Required Skills

• Proven track record of successful partnership management, conflict resolution and contract negotiations.
• Strong leadership skills with an ability to manage diverse teams and operations.
• Demonstrated ability in implementing innovative and creative solutions in service delivery.
• Demonstrated ability in financial management, including strategic oversight of significant budgets. Strong analytical skills with a proven track record of conducting financial analyses, identifying trends, forecasting needs, and effectively allocating resources.
• Demonstrated ability to work with others in a collaborative, inclusive environment
• Must possess excellent problem-solving, organization, project management and communication skills.
• Familiarity with trends and best practices with contracted services.
• Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
• Ability to meet consistent attendance.
• Ability to interact with colleagues, supervisors, and customers face to face.
  
  
  

WORKING CONDITIONS

General Office environment. Will perform repetitive motion using computer mouse and keyboard to type and sitting or standing for long periods of time.

This position is eligible for hybrid work arrangement up to two remote days per week at the discretion of the department. New employees may begin a hybrid schedule upon approval from the supervisor, successful completion of an orientation period and signing the remote work checklist certification form.

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.