Assistant Director, IT Experience and Service Delivery - IT Operations and Service Management

About the Role
The company seeks to appoint an Assistant Director, IT Experience and Service Delivery. This role will be pivotal in leading the delivery and continual improvement of the company's primary end-user facing technology services, ensuring that faculty, students, staff, researchers, residents, visitors, guests, and campus partners receive consistent, responsive, professional, and user-centered technology support. The Assistant Director will oversee a blended IT Experience & Service Delivery organization comprising the company's service leads and managed service providers, maintaining accountability for service quality across various service delivery models.
The Assistant Director will work within the frameworks established by the Director of IT Operations and Service Management to translate service objectives into effective operating models, workforce plans, processes, and continual improvement initiatives. They will closely collaborate with the company's IT teams, global partners, vendors, and service providers to create a cohesive technology experience across the university.

Key Responsibilities:
Lead IT Experience & Service Delivery and the end-user technology experience

• Lead the full portfolio of end-user facing technology services, establishing an integrated operating model spanning various service domains.
• Translate strategic direction and service expectations into operational plans, service standards, staffing models, and continual-improvement priorities.
• Provide leadership, direction, coaching, and performance oversight for service leads and staff across the IT Experience & Service Delivery portfolio.
• Ensure services provide a consistent, responsive, and professional experience across diverse user communities and environments.
• Facilitate onboarding interviews, training and office hours to promote technology adoption.
• Represent IT Experience & Service Delivery in cross-functional IT planning discussions.

Lead Client Services, the IT Experience Center and learning-space support

• Lead Client Services and the IT Experience Center as the primary on-campus end-user facing capability.
• Develop and maintain a tiered support model that allows for effective issue resolution.
• Establish operating procedures, knowledge-management practices, and performance measures for effective service delivery.
• Monitor service performance indicators to improve operational effectiveness and service quality.
• Advance modern service-delivery approaches to improve accessibility and reduce support demand.

Oversee endpoint and end-user technology service delivery

• Provide functional leadership for endpoint and end-user computing services, ensuring operational service lifecycle management.
• Direct staff and vendors responsible for endpoint and user technology services, establishing clear standards and escalation practices.
• Collaborate with relevant teams to ensure endpoint environments are standardized and securely managed.
• Promote modern management practices and ensure proper transition of new technologies into service.

Drive service performance, continual improvement, and operational maturity

• Implement ITSM standards and continual-improvement practices across the IT Experience & Service Delivery portfolio.
• Establish performance expectations and service-quality measures across various service functions.
• Analyze operational data and user feedback to identify opportunities for improvement.
• Ensure operational readiness of services prior to transition into production.
• Promote a culture of accountability, service excellence, and data-informed decision-making.

Lead Event Services and VIP/High-Touch Support

• Oversee AV and technology support for academic and institutional events.
• Develop service models for event technology delivery based on event scale and risk.
• Partner with various stakeholders to ensure technology services are effectively planned and delivered.
• Improve readiness and service quality based on operational experience.

Lead Community Services and residential technology support

• Provide operational direction for community-facing and residential technology support.
• Collaborate with various departments to resolve issues and improve the technology experience.
• Utilize service data to identify service gaps and inform future improvements.

Qualifications
Required Education:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business, or a related field.
  Preferred Education:
• Master's degree in Information Technology, Information Systems, Business Administration, or related discipline.
  Required Experience:
• Over 7 years of progressively responsible experience in IT experience and service delivery, client services, or related fields.
• Prior management experience leading technical or service delivery teams.
• Experience managing IT service delivery functions in complex organizations.
• Familiarity with endpoint lifecycle management and enterprise device management.
• Knowledge in ITIL-aligned service management practices.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
  Preferred Experience:
• ITIL certifications or equivalent service/support management certifications.
• Familiarity with the technology needs of higher-education communities.
• Understanding of service experience measurement beyond traditional operational metrics.

Additional Information
The company is a degree-granting research university with a comprehensive liberal arts and science undergraduate program. As part of a global network university, the company enhances academic and scholarly activities through an international perspective, fostering scholarly thought and advanced research.