Home / Director, IT Service Delivery

Director, IT Service Delivery


PA College Of Health Sciences

Cost Center

9874 Service Delivery

Supervisory Organization

Information Services Administration




The Office of Information Technology Systems invites applications for a Director, IT Service Delivery.

The Office of Information Technology Systems (ITS) works to create an innovative, agile IT culture that provides value as a leader of change through exceptional service, communication, transparency, talent and skills. ITS provides secure, reliable and integrated technology solutions to meet the College's institutional goals while delivering a superior service experience to its internal stakeholders. ITS is a department committed to collaboration, diversity, team and individual growth.

The Role of the Director, IT Service Delivery:

Reporting to the Chief Information Officer (CIO), the Director, IT Service Delivery will lead and supervise a team that ensures the timely delivery, training and improvement of IT-related services, including classroom and event AV services; oversee student ITS employees; manage and support the day-to-day operation of the College’s IT service desk to meet customer needs using IT Service Management (ITSM) best practices, collaborating with departments to determine individual and group IT needs and ensuring those needs are met by delivering a superior customer service experience; and leading the development, implementation, sustainment and continuous improvement in ITSM processes.

Specifically, the Director, IT Service Delivery will:

  • Manage service desk operations, meeting service level expectations and establishing/reporting on measures and performance indicators related to services, processes, operations and delivery;
  • Train, mentor and supervise the service desk team, including three (3) IS Specialists and multiple student workers, to ensure timely and accurate resolution of issues and ensure a superior customer service experience;
  • Perform hands-on technical tasks as necessary to augment existing staff in critical areas during peak activity periods, alerting service owners to high demand scenarios for additional support;
  • Collaborate with the Directors of Infrastructure Technology and Enterprise Applications to implement new solutions or troubleshoot/resolve issues with desktop systems and service desk software applications;
  • Confer with faculty and administration in determining the requirements for new hardware and software to support the administrative and pedagogical activities of the College;
  • Maintain a thorough understanding and awareness of current trends in the areas of ITSM, computer software and hardware, licensing and ethical requirements related to computer software/hardware;
  • Implement best practice ITSM standards and process improvements into daily operations;
  • Organize, manage and participate in technology and operational projects

The successful candidate will have the capacity to thrive and will enjoy working in a rapidly changing environment; will possess a strong service orientation and superior written, oral and interpersonal communication skills (including the ability to explain technical concepts to audiences with a wide range of technical aptitude); and will collaborate enthusiastically with members of the ITS team to address shifting priorities, challenges and technology trends.

The hours for this position are typically Monday-Friday, 8:30am-5:00pm, with the occasional evening or weekend hours as needed.

Position Requirements:

  • Bachelor's degree from an accredited institution in Computer Science, Business Administration or Engineering; or a science degree with an orientation toward automation and process improvement; or approved equivalent combination of education and experience;
  • Five (5) years' experience in a service desk computing support, user support and desktop computers (experience managing a service desk within a higher education environment preferred);
  • Demonstrated knowledge of ITSM and ITIL/AGILE practices (ITIL foundations certification and/or AGILE framework experience preferred);
  • Understanding of common infrastructure and application technologies, e.g. Active Directory, Exchange, Office 365, Google Cloud technologies and demonstrated proficiency in the use of Microsoft Office products;
  • Ability to and/or experience with training faculty and staff members on technical applications


PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.


Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.

COLLEGE Full Time Posted on 10/22/2021