Job Information
Carnegie Mellon University Director, Service Delivery & AI Enablement - Computing Services - Computing Services in Pittsburgh, Pennsylvania
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 (https://www.cmu.edu/hr/benefits/eligibility/index.html) employees enjoy a wide array of benefits including comprehensive medical, prescription, dental, and vision insurance (https://www.cmu.edu/hr/benefits/health-welfare/index.html) as well as a generous retirement savings program (https://www.cmu.edu/hr/benefits/retirement-savings/index.html) with employer contributions. Unlock your potential with tuition benefits (https://www.cmu.edu/hr/benefits/tuition/index.html) , take well-deserved breaks with ample paid time off (https://www.cmu.edu/hr/benefits/time-away/pto.html) and observed holidays (https://www.cmu.edu/hr/benefits/time-away/holidays.html) , 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 (https://www.cmu.edu/hr/work-life/support/family-child-care-resources/index.html) to help navigate childcare needs, fitness center access (https://athletics.cmu.edu/recreation/facilities) , and much more!
For a comprehensive overview of the benefits available, explore our Benefits page (https://www.cmu.edu/hr/benefits/index.html) .
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!
Location
Pittsburgh, PA
Job Function
IT Management
Position Type
Staff – Regular
Full Time/Part time
Full time
Pay Basis
Salary
More Information:
Please visit “Why Carnegie Mellon (http://www.cmu.edu/jobs/why-cmu/index.html) ” to learn more about becoming part of an institution inspiring innovations that change the world.
Click here (https://www.cmu.edu/jobs/benefits-at-a-glance/) to view a listing of employee benefits
Carnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran .
Statement of Assurance (https://www.cmu.edu/policies/administrative-and-governance/statement-of-assurance.html)
Interested in a career with Carnegie Mellon University but not finding anything that currently aligns with your interests, background, or experience? Learn how to sign up for Job Alerts (https://www.cmu.edu/jobs/external-applicants.html#job-alerts) through your candidate profile.
If your heart is in your work, come work with us. Carnegie Mellon University isn’t just one of the world’s most renowned educational institutions – it’s also a hotspot for some of the most talented doers, dreamers, and difference-makers on the planet. When you join our staff, you’ll become an important part of our mission to create a healthier, safer, and more just life for all. No matter what your role or location, you’ll connect and collaborate with dedicated, passionate colleagues – and you’ll have the satisfaction of delivering work that truly matters.
We cultivate a vibrant, welcoming environment where everyone is valued and encouraged to contribute and achieve. In addition to competitive benefits and a robust support network, you’ll have access to many tools and resources to sharpen your abilities and professional skills, as well as opportunities to engage and share perspectives with a dynamic and inspiring community of uniquely talented staff, faculty, students, and alumni.
The future is awaiting your expertise and intellect. Come join the architects of what’s next. Apply now.
Learn more about Student Employment (https://www.cmu.edu/sfs/student-employment/index.html) .
Please see Faculty Careers. (https://www.cmu.edu/faculty-office/faculty-recruitment/faculty-careers.html)
For technical assistance, email HR Services (hr-help@andrew.cmu.edu) or call 412-268-4600.
If you are an individual with a disability and you require assistance with the job application process, please email Equal Opportunity Services (employeeaccess@andrew.cmu.edu) or call 412-268-3930.
Prospective Employee Disclosures (https://www.cmu.edu/jobs/disclosures/index.html)