The Director, Enterprise Support and Service Delivery creates the vision and plans to build outstanding delivery of key university services. This leader creates a multi-tier level service model which leverages emerging technologies and new service practices while delivering outstanding customer service across multiple departments and divisions.
This role is accountable for the introduction and implementation of innovative best practices across the enterprise for service delivery and management. The Director, Enterprise Support and Service Delivery will work closely with the Project Management Office and business stakeholders to design and implement processes, monitor and deliver continual service improvement for high quality services that meet the customer needs and expectations. This role understands the needs and concerns of user groups/customer and applies knowledge to better meet those needs.
This role is a member of the ITS Senior Leadership Team ensuring the perspectives of the customers are included in decision making.
Required Minimum Qualifications
Bachelor's degree or equivalent experience
8 or more years of progressive management experience
4 or more years of direct-report personnel management experience
Proven success providing outstanding customer service
10 or more years’ experience developing and managing delivery of services
Familiarity with IT security policies, procedures and standards
Excellent leadership skills including ability to maintain composure while managing campus-wide IT emergencies and disaster recovery through restoration of service
Outstanding relationship building and customer service experience
Excellent communication and interpersonal skills, active listening and diplomacy
Demonstrable skills and experience in critical thinking, customer service, team leadership, problem solving, decision making, and time management.
Possess the self-initiative to be given general guidance on an objective and achieve that objective with minimal direction.
Excellent analytical and troubleshooting skills
A willingness and ability to work as part of a team as well as an individual contributor
present complex technical concepts in an appropriate manner that can be understood by business partners, technical staff, and end users
translate organizational goals and objectives into executable projects
develop and facilitate effective meetings, workshops, training and presentations
willingness and ability to work as part of a team as well as an individual contributor
develop and coach staff and effectively manage staff performance
learn new technical, functional, and business concepts implemented at RIT
adapt to new organizational, business, and technical environments
lead and manage organizational change
Responsible for understanding and following information security best practices, university policies, and information security standards impacting this role including use of any tools, technologies, services, and processes required to protect the university’s information assets.
Work collaboratively to identify, communicate, and where appropriate, manage or remediate risks and information security vulnerabilities.
2 or more years of experience managing Support functions
2 or more years of experience of managing tiered organizations including managers
2 or more years of experience in ownership or management of an ITIL process, i.e. Incident, Problem and/or Change
ITIL Foundations Certification
Familiarity with higher education environment
Familiarity or experience with security frameworks and guidelines (NIST, PCI etc)
Familiarity or experience with Software Development Life Cycle (SDLCs, ERP Solutions, Web and Mobile Development, Data Management and Analytics and/or Application Architectures and Agile Methodology