Director - Service Innovation

Collin College•Frisco, TX

4d•Onsite

About The Position

Lead the development, implementation, measurement, and continuous improvement of technology service management practices, processes, controls, and supporting capabilities across the department. This role is responsible for improving the consistency and transparency of technology services, coordinating technology governance and compliance activities, supporting enterprise technology risk management, and enabling sustainable technology-driven transformation and innovations.

Requirements

Bachelor’s degree in information technology, computer science, management information systems, business administration, engineering, organizational leadership, or a related field from an accredited institution.
Seven (7) years of progressively responsible experience in technology operations, IT service management, engineering operations, production control, site reliability engineering, service reliability, process improvement, or a related area OR an equivalent combination of education and directly related experience.
Three (3) years of supervisory, management, program leadership, or cross-functional leadership experience.
Knowledge of IT service management principles, practices, and frameworks.
Knowledge of technology operations, service reliability, monitoring, observability, cybersecurity, cloud services, infrastructure, applications, and enterprise support environments.
Knowledge of process improvement frameworks, workflow design, automation, performance measurement, and organizational change management.
Knowledge of technology governance, operational risk management, audit support, control documentation, and remediation tracking.
Knowledge of applicable laws, regulations, standards, and frameworks affecting technology services in public higher education.
Knowledge of IT service management platforms, monitoring and observability tools, workflow technologies, configuration management databases, knowledge systems, automation, and reporting tools.
Written, verbal, visual, interpersonal, facilitation, presentation, and influencing skills.
Strategic planning, leadership, team building, coaching, project management, and organizational skills.
Research, analytical, assessment, problem-solving, data analysis, and performance measurement skills.
Ability to lead through influence and establish shared accountability across multiple teams and organizational functions.
Ability to translate operational challenges, risks, and institutional needs into practical processes and measurable improvements.
Ability to improve operational performance while balancing service reliability, customer experience, risk, governance, and innovation.
Ability to evaluate and implement automation and emerging technologies that improve technology service delivery.
Ability to manage multiple complex priorities, initiatives, incidents, and deadlines.

Nice To Haves

Ten (10) years of relevant experience.
Master’s degree in information technology, business administration, engineering management, organizational leadership, or a related field from an accredited institution.
Possess one or more of the following certifications: ITIL certification, Site Reliability Engineering certification, Project Management Professional, Lean Six Sigma Belt, Prosci Change Management Certification, Cloud, infrastructure, monitoring, or service management platform certification.

Responsibilities

Lead the development and implementation of department-wide service management, operational excellence, service reliability, and continual improvement practices.
Champion the practical adoption of ITIL principles and other recognized best practices to improve service quality, operational consistency, accountability, and customer experience.
Establish, measure, and improve service management processes, including incident management, problem management, change enablement, knowledge management, configuration management, and continuous improvement.
Lead change governance and Change Advisory Board practices to improve decision quality, reduce operational risk, streamline approvals, and increase the predictability of technology changes.
Develop operational readiness requirements for new and significantly changed technology services, including documentation, monitoring, support models, training, testing, and risk assessment.
Provide leadership and direction to assigned staff responsible for service management, process improvement, reporting, knowledge management, and operational excellence initiatives.
Develop and monitor service performance measures, dashboards, and scorecards, including availability, incident trends, recovery time, recurring issues, service readiness, and customer experience.
Apply process analysis, workflow optimization, automation, artificial intelligence, and other emerging capabilities to improve service quality, efficiency, decision-making, and operational predictability.
Facilitate cross-functional service reviews, operational performance reviews, change reviews, incident reviews, and improvement-planning sessions.
Identify service risks, operational weaknesses, process gaps, and improvement opportunities and develop practical recommendations and corrective-action plans.
Support strategic initiatives and technology-enabled transformations by ensuring that new services are reliable, supportable, measurable, documented, risk-informed, and operationally sustainable.
Build partnerships with institutional stakeholders to understand service needs, recurring challenges, and opportunities for innovative technology solutions.
Represent Technology Services on institutional committees, governance groups, project teams, and strategic initiatives.
Serve as a facilitator and advisor for service management, operational excellence, reliability, process improvement, change enablement, and operational readiness.
Perform other duties as assigned.
Perform all duties to maintain all standards in accordance with college policies, procedures, and Core Values.