Director, IT Service Delivery

Working for the Purdue For Life Foundation offers a unique opportunity to be part of an organization dedicated to empowering Purdue University alumni and fostering a lifelong connection to the institution. By joining our team, you'll have the chance to contribute to a mission that supports educational initiatives, scholarships, and programs that positively impact the lives of Purdue students and graduates. The Foundation's commitment to education and community engagement provides a fulfilling work environment where you can make a meaningful difference in the lives of individuals and the broader community. Additionally, you'll have access to a network of passionate colleagues and the resources needed to drive positive change, making the Purdue For Life Foundation an inspiring and rewarding place to build your career.

Responsibilities

• Provide strategic leadership for the PFL Service Desk, overseeing intake workflows, incident and request management processes, service levels, and operational performance metrics to ensure a consistently high‑quality end‑user experience.
• Drive end‑user enablement and adoption of PFL technologies through training programs and communication channels, serving as a relationship owner of IT to the business.
• Direct and support the development and delivery of technology training programs and user‑facing documentation to enhance digital literacy and maximize organizational value from technology investments.
• Collaborate closely with leadership, department heads, and stakeholders to understand business needs and align service delivery capabilities with organizational goals.
• Oversee and strengthen IT desktop/network partnerships across campus, including Purdue IT and PRF IT, to maintain effective SLAs, promote operational alignment, and ensure timely delivery of shared services on behalf of PFL.
• Manage and develop the desktop support team, including employee IT onboarding, orientation, and offboarding processes.
• Establish and maintain service delivery frameworks, including ITSM processes (incident, request, knowledge, change, asset, and configuration management).
• Lead the implementation, governance, and continuous improvement of the enterprise IT knowledgebase to drive self‑service adoption and reduce service demand.
• Own hardware lifecycle management, procurement standards, asset inventory accuracy and vendor contract management.
• Foster a culture of continuous improvement, high performance, and customer centricity.

Required Skills, Knowledge and Abilities

• Committed to enhancing digital literacy through training programs, user documentation, and structured change‑enablement.
• Demonstrated ability to build and lead high‑performing teams focused on customer service, operational excellence, and innovation.
• Experience overseeing enterprise service delivery operations and optimizing end‑user technology services.
• Success managing service desk, desktop support, and end‑user computing environments with measurable improvements in service performance.
• Skilled in implementing and maturing ITSM practices, including incident, request, knowledge, change, and asset management.
• Experience driving adoption of O365 tools, Microsoft Copilot, collaboration platforms, and knowledge management systems.
• Strong relationship manager, who can partner across campus, with vendors and internal business leaders to maintain SLAs and ensure service alignment.
• Proficient in leveraging analytics and service metrics to guide strategic planning and continuous improvement.

Required Education, Experience and Benefits Summary

• Bachelor's degree required.
• Minimum 5 years experience working in information technology project leadership and/or personnel leadership required.
• Experience working in higher education and/or advancement preferred.

Job Level: Management 3

*Purdue For Life Foundation job levels and compensation ranges are independent of, and differ from, those of Purdue University.

Benefits Summary for eligible employees

• 10 paid holidays per year.
• Accrue up to 22 vacation days a year.
• Traditional pre‑tax 403(b) and Roth retirement plans available.
• 10% employer contribution to your retirement plan and immediate vesting.
• Health Savings Account—earn up to $700 annually towards medical expenses.
• Employer funded Preventative Dental and Vision insurance.
• Tuition discounts on eligible programs at Purdue University and Purdue Global for qualified employees, spouses, and dependents.