Greater Chicago Midwest HERC

The Director of Service Delivery & AI Enablement provides strategic leadership for the design, governance, and continuous improvement of Client Services across Carnegie Mellon University. This role serves as the Service Owner for enterprise productivity services and AI-enabled service initiatives, ensuring services are reliable, scalable, and aligned with institutional priorities.

Reporting to the Assistant Vice President for Client Services, the Director is responsible for establishing service strategies, performance metrics, and lifecycle governance while advancing the organization's mandate to enable excellence with every experience.

The Director works in close partnership with the Director of IT Support Services to ensure services are effectively delivered and continuously improved based on operational performance and campus needs.

Key Responsibilities

Service Strategy & Governance:

• Establish service goals, performance metrics, policies, and operational standards for services within the Client Services portfolio.

• Serve as Service Owner responsible for service lifecycle governance including design, enhancement, and retirement decisions.

• Maintain and mature the service catalog and service portfolio governance model.

• Develop multi-year service roadmaps aligned with institutional priorities.

Service Delivery & Experience:

• Lead initiatives to improve the end-user experience and streamline technology services across campus.

• Identify opportunities to automate and improve service workflows to reduce friction in day-to-day campus operations.

• Partner with service managers to ensure measurable service outcomes and continuous improvement.

AI Enablement & Automation:

• Integrate AI-enabled tools and automation into service delivery workflows to increase efficiency and scalability.

• Lead initiatives to expand self-service capabilities and knowledge automation.

• Translate institutional AI strategy into operational service improvements.

Cross-Campus Collaboration:

• Collaborate with Computing Services leadership and campus stakeholders to design and deliver new technology services.

• Work with campus service desks and technology leaders to align service management practices.

• Engage with external organizations to support Carnegie Mellon's continued leadership in higher education IT.

Leadership & Staff Management:

• Lead and supervise service managers and professional staff responsible for service delivery and experience initiatives.

• Establish performance expectations and professional development opportunities for staff.

• Contribute to divisional leadership initiatives and collaborative planning efforts.

Financial & Resource Planning:

• Participate in financial planning and resource allocation decisions supporting the service portfolio.

• Identify opportunities for service optimization and cost efficiencies through improved processes and automation.

Required Qualifications:

• Bachelor's degree in Information Technology, Business Administration, or related field (Master's preferred).

• Significant leadership experience in IT service management, service delivery, or client experience.

• Demonstrated experience establishing service performance metrics and governance models.

• Experience implementing service improvements through automation or emerging technologies.

• Strong collaboration, communication, and leadership skills.

Preferred Qualifications:

• ITIL certification or equivalent service management training.

• Experience in higher education IT environments.

• Experience leading service transformation initiatives.

• A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered.

Reporting Relationships:

Reports to the Assistant Vice President for Client Services.

Works in close partnership with the Director of IT Support Operations and other directors within Client Services to ensure alignment between service strategy and operational execution.

Joining the CMU team opens the door to an array of exceptional benefits.

Benefits eligible employees enjoy a wide array of benefits including comprehensive medical, prescription, dental, and vision insurance as well as a generous retirement savings program with employer contributions. Unlock your potential with tuition benefits, take well-deserved breaks with ample paid time off and observed holidays, and rest easy with life and accidental death and disability insurance.

Additional perks include a free Pittsburgh Regional Transit bus pass, access to our Family Concierge Team to help navigate childcare needs, fitness center access, and much more!

For a comprehensive overview of the benefits available, explore our Benefits page.

At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond credentials, we evaluate the role and responsibilities, your valuable work experience, and the knowledge gained through education and training. We appreciate your unique skills and the perspective you bring. Your journey with us is about more than just a job; it's about finding the perfect fit for your professional growth and personal aspirations.

Are you interested in an exciting opportunity with an exceptional organization?! Apply today!

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