IT SERVICE DELIVERY DIRECTOR
- IT SERVICE DELIVERY DIRECTOR JobID: 41529
- Position Type:
Administrator - Ed Center (Non-Instructional)/Director (Non-Instructional)
- Date Posted:
- Date Available:
- Closing Date:
Service Delivery Director-IT
APT Salary Schedule- Range 11
BOULDER VALLEY SCHOOL DISTRICT is committed to providing a challenging and engaging educational experience for all its students. The district serves a diverse community that expects student success, and Boulder Valley is a leader in academic excellence with top ratings at the state and national levels for outstanding classroom teachers, exemplary schools, and programs that support student achievement. The communities we serve - Boulder, Erie, Louisville, Lafayette, Superior, Broomfield, Nederland, Ward, Jamestown and Gold Hill - cover approximately 500 square miles and include an estimated 231,460 residents, with an enrollment of more than 31,000. The University of Colorado and many nationally known organizations and companies are located within the district’s boundaries. Abundant year-round recreational activities are available in the Boulder Valley area. Website: http://www.bvsd.org.
Directs and oversees all aspects of BVSD’s IT customer service practices, objectives, and initiatives. Develops service level standards focused on response times and issue resolution. Establishes practices and procedures that produce high quality customer service delivery and that reflect industry best practices. Ensures that efficient systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Align customer service activities and initiatives to support and enhance the objectives of the organization. Directs the IT service delivery team ensuring the IT Service Desk and school based teams are efficient and provide exceptional customer service. The Service Delivery Director works collaboratively with other district departments and school staffs to help provide technical solutions to ensure student achievement and success.
-Manage a tiered team of approximately 20 individuals, professionals to provide IT customer service for approximately 4000 employees and approximately 30,000 students. This position directly supervises 3 managers who oversee the work of the technicians.
-Hiring/termination of personnel and administration of performance management, including goal setting for the entire team.
-Collaboratively develop, document and enforce IT policies in conjunction with the CIO, Managers, Directors, and subject matter experts.
-Collaboratively develop, document and enforce IT processes in conjunction with the CIO, Managers, Directors, subject matter experts, suppliers and customers of IT.
-Establish and manage customer satisfaction including metrics, monitoring and customer intervention.
-Coordinate the delivery of IT services across the district, monitoring overall performance of services with focus on continual service improvement.
-Provide a focus for SLA management across the customer base.
-Establish and monitor problem management process and root cause analysis.
-In partnership with the Ed Tech team, lead the technology purchase program at each school, including the creation of the annual technology choices. Manage the allocations of technology in a transparent way.
-Provide input /work with BVSD IT, BVSD Admin departments and schools on new technology issues and or requests.
-Manage Service Delivery Budget ensuring fiscal responsibility.
-Establish, maintain relationships with vendors and provide vendor management for BVSD IT initiatives and projects.
-Bachelors degree with a major pertinent to the position requirements: Computer Science/Business Management/Education
-Minimum of seven years’ experience in a high paced IT organization
-Completed and submitted BVSD online application
-Communicate (read, write, and speak) in English
-Proficient in managing technical support teams
-ITIL Foundation Certificate
-Ability to communicate both written and orally with individuals at all levels in the organization. Soft skills include collaboration and communication to ensure technology solutions that align with district mission and vision.
Employment is contingent upon successful completion of the post-offer screening process, including a background check.
Salary: Range 11: $88,772 - $133,158 (2018-19 salary schedule – based on experience); excellent benefit package. Website: BVSD Benefits.
Effective Date: January 2, 2019
Application Deadline: Applications will be reviewed through November 27, 2018.
Interviews Held: Formal interviews will be held the week of December 3, 2018
Required Application Materials:
The following documents must be completed before an application can be considered:
-District online application - BVSD Jobs
-RIVS online screening video
-Application must include:
-Reference Section – Three (3) professional letters of reference with phone numbers
-Supplemental Materials Section – Letter of Interest outlining skills and abilities
The Boulder Valley School District is an equal opportunity educational institution and does not unlawfully discriminate on the basis of race, color, ethnicity, sex, gender identity/expression, national origin, creed, religion, age, sexual orientation, disability or veteran status in admission or access to, and treatment and employment in its educational programs or activities. Inquiries or complaints: BVSD Legal Counsel - 720-561-5903; Office for Civil Rights - http://www2.ed.gov/about/