Heidi Rauscher Tilghman

Director, Shared Services and Change Management Communications University of Washington
Heidi Rauscher Tilghman is Director, Shared Services and Change Management Communications and Affiliate Assistant Professor of Germanics at the University of Washington in Seattle.  She received her BA in 1983 from The Colorado College, having also studied at the University of Göttingen in Germany.  She proceeded to graduate studies at the University of Washington, earning her MA in 1985 and her Ph.D. in 1989.  In 1987, she received a Fulbright Scholarship for study and research at the University of Vienna and in the Vienna City Archives.  She began her teaching career at Knox College in Galesburg, Illinois, in 1989.  She received awards for outstanding teaching and service while at Knox; she also served in various administrative capacities and oversaw two federal Department of Education Title VI grants focused on internationalization initiatives. While maintaining her research and teaching interests, 
Heidi’s professional focus have shifted increasingly to change management within higher education administration.  She returned to the University of Washington in 2001, working first with the Graduate School Academic Programs Office, the Department of Germanics, and, since February 2011, in the Dean’s Office of College of Arts and Sciences. In the latter position, she has worked with her shared services staff and with administrators in Humanities, Arts, and Social Science units to develop, launch and sustain standardized, efficient, and rigorous processes for University-level transactions.  She consults with academic and business services units across the University. 

Main Conference Day Two, Thursday, October 15, 2020

Thursday, October 15th, 2020


Of the many elements determining the success of Shared Services in higher education institutions, none is more key than your Shared Services team. Your team members must be great communicators, keen listeners, and skilled technicians with the ability to marry departmental needs with institutional policies and system configurations. They must

be enthusiastic learners, willing to work together through change and challenges as a supportive unit. Building such a team is hard work; sustaining it is even harder—especially in the new remote work environment.

§ What are the qualities of a strong and successful shared services team?

§ What qualities do individual team members need to bring to the table?

§ What hiring strategies will bring the right people to the team?

§ How will the new normal “work from home” impact your ability to build and sustain the right team

Check out the incredible speaker line-up to see who will be joining Heidi.

Download The Latest Agenda