Home Org Name: Office of Information Technology Ad
Division Name: Chief InfoOffice and InfoTechnology
Job Summary The Director of IT Service Delivery will provide vision, leadership and management of the Service Delivery function as defined by the Information Technology Strategic Plan developed by the Office of the CIO. This position will report to the Executive Director of OIT and will interact with appropriate governance, administrative, student and IT groups to direct, review, analyze and improve Service Delivery systems, services and processes as the University’s needs and opportunities change.
Areas reporting to the Director include the IT Service Desk, Desktop Support, Web Support, Identity and Access Management, and Software Licensing and Vendor Vetting services.
Essential Functions Specific Responsibilities Include:
Providing strong leadership, support and management of the service delivery functions that represent the core technology support mechanisms of the University.
Supervising the Service Delivery unit managers.
Identifying the direction, skills and tools needed by managers and working with them to meet these needs.
Partnering with the Director of OIT Administration to manage the unit budget.
Partnering with the Director of OIT Administration to ensure that business- and billing-related activities carried out within the Service Delivery area work together smoothly with the Administrative Services area.
Partnering with the OIT Communications staff to ensure that client-focused messaging is timely, clear and effective.
Maintaining effective relationships with clients, assisting with communication between users and staff when needed.
Setting unit priorities; Assuring that unit goals are clear; Monitoring unit progress.
Partnering with OIT Enterprise Architect, OIT Directors, Information Security and Distributed IT Directors to build and implement service delivery strategies.
Directing transitions, enhancements, or new implementations:
Directing the continued enhancement and implementation of the ServiceNow platform as the primary system for managing service delivery efforts.
Directing the transition from a leased desktop & laptop acquisition model to a purchase model, including the use of thin clients and virtual desktops and applications where appropriate.
Directing the migration of web hosting services to a cloud-hosted model in partnership with the server management team.
Directing the selection and implementation of an Identity and Access Management solution to replace existing technology.
Assuring that all of these processes are aligned with information security best practices and University policies and standards.
Minimum Education and Experience
Bachelor's degree from an accredited institution.
Business Administration, Management, Computer Engineering, Computer Science, Information Systems, or related field.
10 or more years of Experience
Expert level experience in IT Service Support. Six or more years of experience in IT management (direct supervision of full-time employees), project planning and the budgeting process; experience developing tiered support strategies for service to constituents in a large, complex University environment.
Solid functional and technical knowledge of desktop support. Experience with service desk ticketing systems. Familiarity with the ITIL framework for delivering IT services. Solid functional and technical knowledge of mobile device support. Solid technical background to include experience in higher education administrative, academic and business management systems.
Excellent interpersonal and written communication skills, and a proactive approach to problem solving.
Strong project management skills.
Desired Qualifications Master’s Degree in Business Administration, Management, Computer Engineering, Computer Science, Information Systems, or a related field. A demonstrable record of leadership in a complex central IT service delivery environment. A demonstrable record of experience planning and deploying complex systems. Experience with and knowledge of ServiceNow, Office365, KACE and Active Directory.
Salary Range: $90,800 - $151,300
Special Instructions to Applicants Auburn residents overwhelmingly rate the city as a great place to live, work and raise children, but don’t just take their word for it. Forbes has consistently ranked Auburn on its lists for Best Places to Retire and Best Small Places for Business and Careers. Auburn City Schools have consistently been ranked among the top public school systems in the state and nation.
Auburn University is committed to providing a comprehensive employee benefits package that attracts and retains talent to further the University’s mission and contributes to the personal and financial well-being of employees and their families. Employee Benefits include: Health Insurance, Dental Insurance, Vision Care, Cancer Insurance, Life Insurance/Personal Accident Coverage, Disability Group & Supplemental Plans, Flexible Spending Account Plan, and Mandatory and Voluntary Retirement Plans, Auburn University Federal Credit Union, Bookstore Discounts, Tiger Perks discounts on dining, shopping and entertainment, Travel Assistance (Domestic and International), and Educational Improvements for Employees and Dependents.
AUBURN UNIVERSITY IS AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER. It is our policy to provide equal employment opportunities for all individuals without regard to race, sex, religion, color, national origin, age, disability, protected veteran status, genetic information, sexual orientation, gender identity, or any other classification protected by applicable law.