Enhancing Technology Services Phase II
Project Background
Working with the independent consulting firm BerryDunn, UTS completed a comprehensive review of Oakland's technology operating model — surveys, focus groups, town halls, and benchmarking against peer institutions. Phase II turns those findings into action: building the internal foundation UTS needs — governance, leadership, and a refined operating model — before the university-wide rollout begins in later phases.
Our fundamental driver is to ensure robust Security and exceptional Service delivery across every part of the university.
Project Purpose
- Proactively support the Strategic Initiatives of the University
- Enhance Oakland's security posture, remediate audit findings, and reduce institutional risk
- Improve quality, responsiveness, and consistency of IT services
- Create opportunities for professional development and growth
Project Governance
Three groups are steering and delivering this phase of work.
- Oversight Committee: A dedicated steering group builds, supports, and strategically drive the initiative forward.
- University Leadership / Stakeholder Commitment: Active alignment and strong strategic commitment from University cabinet, deans, and stakeholders.
- Working Committee: Gathers, develops, manages, coordinates, and executes day-to-day operations.
Objectives
The four outcomes this phase is working toward.
- Provide high-quality IT service to the Oakland community
- A key outcome is streamlining and improving IT services. Where changes are made, we will focus on minimizing disruptions to support to create a more effective, secure, and sustainable customer experience.
- Rectify recent audit findings and reduce business continuity risk
- An integrated approach to management and security of IT operations provides consistent, scalable, and enhanced technology services to the campus while maintaining compliance.
- Improve coordination, backfill, and development for IT staff
- Our aim is to build a network of support with no single points of failure. This includes providing team support and creating upward mobility for distributed IT staff to leadership opportunities.
- Establish coordinated and actionable IT governance
- Managing IT resources, projects, and decisions is key to aligning IT operations with the campus community's functional needs and driving key technology initiatives in alignment with priorities.
Steps to Refresh the UTS Organization
Five sequential steps carry the refined model from approval to a stable, supported operation.
- Confirm Model: Gain formal approval on UTS's structure and functions.
- Establish Leadership: Seat the right managers to lead the expanded operating model.
- Design Teams: Integrate in-scope distributed IT in a data-driven way.
- Implement: Change reporting lines and conduct a thoughtful integration.
- Stabilize: Monitor service metrics closely and address any concerns.
Additional Information
- Joshua Merchant, Chief of Staff and Executive Sponsor
- Bhavani Koneru, Chief Information Officer
- Amy Thompson, Provost
- Peggy Cooke, Chief of Staff and AVP of Academic Affairs
- Louay Chamra, Dean, School of Engineering and Computer Science
- Joi Cunningham, Vice President of Human Resources
- Stephen Mackey, SVP for Finance and Administration
- Michele Knox, AVP for Budget and Financial Planning
- Chris Pilsner, Chief Marketing and Communications Officer
- BerryDunn, Outside Advisor
To help engage the campus community and gain leadership input on our implementation process, we have scheduled and/or completed the following meetings throughout the Fall semester. From each meeting, we are documenting questions and follow-up items to be incorporated into our organizational chart development and campus communication process. Last updated: October 12, 2026
ETS Project Steering Committee - September 21, 3:00 – 4:00pm
Deans - September 22, 8:30 – 9:30am
University Communications and Marketing (UCM) - September 22, 9:30 – 10:15am
Provost - September 22, 10:15 - 11:00am
Distributed Technology Staff (DTS) - October 7, 1:00pm
Provost Council - October 12, 9:00am
Cabinet - October 12, 2:00 - 4:00pm
President Leadership Council (PLC) - October 19, 9:00 - 10:30am
AP Association - October 29th 11:30am - 1:00pm
1. I am happy with my current IT support. Why change?
We’re glad your current IT support is working well! However, a recent internal audit found that the way IT services and responsibilities are currently organized have operational inefficiencies and create undue risk for the University. The goal is to build on what is already working while providing more consistent and sustainable support across the University. By increasing collaboration across Oakland’s IT staff, we can deepen technical expertise at Oakland University and help students, faculty, and staff across campus access the technical support they need. This aligns well with the EDUCAUSE Top 10 list of issues, trends, and technologies for 2027, specifically focused on “Reducing friction for more seamless technology experiences” for students, faculty, and staff.
2. What types of changes can I expect?
We are conducting a careful, position-by-position review of roles classified as IT across the University to identify individual reporting lines that will be integrated into UTS. Positions selected will be based on the role’s responsibilities, technical nature of the work and actions necessary to mitigate operational risk associated with the current structure.
3. Will all IT staff physically relocate if they are integrated with UTS?
No. Physical locations have not been finalized, and staff may remain near the departments they support. Any transition will be designed to minimize disruption while connecting staff with a broader IT team and UTS resources.
4. When will the organizational changes be implemented?
To facilitate a smooth transition changes will be gradually introduced during the Spring semester. Additional timing updates will be shared later this fall.
5. When will IT staff learn about the organizational changes?
Impacted IT professionals will receive additional information once Oakland leadership approves the new organizational model. Soon after, IT staff changing reporting lines will also meet directly with their supervisors to understand the impacts specific to their role. Following communication to all IT professionals, the organizational model will then be shared across campus.
6. Will there be a reduction in headcount or are positions being eliminated?
No, this project is aimed at better and more streamlined utilization of existing resources. Reducing headcount or eliminating positions is not in scope.
7. How will the campus be engaged?
The campus community will be engaged throughout the transition, with opportunities to share feedback and receive support as changes are introduced. The project team is in the process of meeting with key stakeholders across campus and will proactively reach out where information is needed to finalize the organizational model.
OU Technology Center
312 Meadow Brook Road
Rochester, MI 48309-4479
(location map)
(248) 370-4357 (HELP)
Office Hours: M-F 8:00am - 5:00pm
support.oakland.edu
