Associate Director, IT Service Delivery

Description

General Statement of Duties:
The Associate Director of IT Service Delivery, reporting to the Director of IT Service Delivery, plays a pivotal role in overseeing and coordinating the efficient functioning of IT operations and support services. This position involves managing a team of IT operations and support managers, including those responsible for the IT Global Service Desk, Asset Management, and End User Support Services Team. The Associate Director is tasked with ensuring the seamless delivery of technical support to end-users, effective management of IT assets, and streamlined operations of service desks worldwide. Responsibilities include setting strategic directions for IT service delivery, aligning services with organizational objectives, and optimizing operational processes. This role also involves collaborating with cross-functional teams, monitoring service-level agreements, and implementing best practices to enhance IT services. The Associate Director fosters a collaborative work environment, facilitates continuous improvement initiatives, and serves as a bridge between the IT service delivery teams and senior leadership, contributing significantly to the overall success of the organization's IT services.

Essential Duties and Responsibilities:

Service Delivery Management:
Oversee the day-to-day operations of the IT service desk, IT asset management, and end-user support services team ensuring timely and efficient support for all faculty, staff, and students.
Monitor service performance metrics and key performance indicators (KPIs) to evaluate and continuously improve service quality.

Team Leadership and Development:
Lead, mentor, and develop a team of IT professionals, providing guidance and support to enhance their skills and performance.
Foster a collaborative and customer-centric culture within the IT service delivery team.

Vendor and Stakeholder Management:
Manage relationships with external vendors and service providers to ensure effective delivery of outsourced services and support.
Collaborate with university departments to understand their technology needs and ensure alignment with IT services.

Process Improvement:
Identify opportunities for process optimization and efficiency gains within the IT service delivery framework.
Implement best practices, industry standards, and ITIL (Information Technology Infrastructure Library) principles to enhance service delivery.

Incident and Problem Management:
Oversee the resolution of IT incidents and problems, ensuring proper escalation and communication procedures are followed.
Implement strategies to proactively identify and mitigate potential service disruptions.

Budget Management:
Assist in the development and management of the IT service delivery budget, ensuring resources are allocated effectively to support service levels.

Documentation and Reporting:
Maintain accurate and up-to-date documentation of IT service delivery processes, procedures, and configurations.
Prepare regular reports and dashboards for leadership, highlighting key performance metrics and service delivery trends.

Location:
Webster Groves Campus-WEBG

Minimum Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field. Master's degree preferred.
Strong leadership, communication, and interpersonal skills.
In-depth knowledge of ITIL framework and best practices.
Experience with ITSM (IT Service Management) tools and systems.
Proven ability to manage vendor relationships and contracts.
Knowledge of information security best practices and compliance standards.
Demonstrated experience in budget planning and management.
3 to 5 years of experience in IT service delivery management, preferably in an educational institution or similar complex environment.

Preferred Qualifications:

Experience working with faculty, staff, and students in an educational (preferably higher-educational) setting.
Advanced analytical and logical reasoning skills.
Experience in higher education environment preferred.
Demonstrated expertise in managing large-scale IT projects preferred.

Department:
IT Service Delivery-ITSM

Special Instructions For Applicant:

Physical Demands:

A significant portion of the duties are within the general range of an office environment.
May be required to work a second or a weekend shift.
May be required to travel to various buildings and campuses as needed.
Must be able to adapt to changing circumstances.

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