Director, IT Service Delivery

The Purdue For Life Foundation offers a unique opportunity to contribute to 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 support educational initiatives, scholarships, and programs that positively impact the lives of Purdue students and graduates.

About the role

This position is located in West Lafayette, Indiana. Only candidates living within reasonable driving distance (no more than one hour) or those willing to relocate will be considered.

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.
• Successfully managed 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, to 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

• 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

Benefits Summary

• 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.