Assistant Director, IT Experience and Service Delivery - IT Operations and Service Management

Job description

New York University Abu Dhabi (NYUAD) seeks to appoint a Assistant Director, IT Experience and Service Delivery reporting to the Director, IT Operations and Service Management.

The Assistant Director, IT Experience and Service Delivery leads the delivery and continual improvement of NYU Abu Dhabi's primary end-user facing technology service capability. The role is responsible for ensuring faculty, students, staff, researchers, residents, visitors, guests, and campus partners receive consistent, responsive, professional, and user-centered technology support across academic, research, residential, administrative, instructional, meeting-room, public-computing, and event environments.

The portfolio encompasses Client Services, including the IT Experience Center and on-site support across workspaces, instructional, meeting-room and special spaces; endpoint and end-user technology service delivery; Event Services; Community Services; Residential technology support; and VIP and high-touch support. The role brings these capabilities together within an integrated service-delivery model with clear ownership, standards, escalation paths, performance measures, and accountability for the quality of the end-user technology experience and journey.

The Assistant Director leads a blended IT Experience & Service Delivery organization consisting of NYUAD service leads together with managed services providers and external support providers. The role maintains institutional accountability for service quality regardless of delivery model, ensuring internal and external teams operate as a coordinated organization against common service expectations, processes, performance measures, and values.

Working within the strategy, governance, and operational frameworks established by the Director, IT Operations and Service Management, the Assistant Director translates service objectives into effective operating models, workforce plans, processes, standards, and continual-improvement initiatives. The role works closely with NYUAD IT teams, NYU global partners, vendors, and service providers to provide a cohesive technology experience across NYUAD.

Key Responsibilities

Lead IT Experience & Service Delivery and the end-user technology experience

• Lead the full portfolio of end-user facing technology services across NYU Abu Dhabi, establishing an integrated operating model model spanning Client Services, the IT Experience Center, academic technology and learning-space support, endpoint and end-user technology service delivery, Event Services, Community Services, residential technology support, and VIP and high-touch support
• Translate the strategic direction and service expectations established by the Director, IT Operations and Service Management into operational plans, service standards, staffing models, performance expectations, and continual-improvement priorities
• Provide leadership, direction, coaching, and performance oversight for NYUAD service leads and staff across the IT Experience & Service Delivery portfolio, while ensuring managed-services personnel operate as an integrated extension of the NYUAD IT Experience & Service Delivery organization. Maintain clear institutional ownership and accountability for service outcomes regardless of whether services are delivered by NYUAD employees, contractors, or managed-services partners
• Ensure services provide a consistent, responsive, and professional experience across user communities, engagement channels and physical environments while appropriately responding to the distinct needs of faculty, students, researchers, administrative staff, residents, visitors, guests, and institutional leadership. Maintain accountability for the quality of the end-user journey, including communication, follow-up, escalation, and hand-offs where technical resolution depends on other resolver groups
• Facilitate user onboarding interviews, targeted end-user training and office hours, as required, to promote technology adoption, strengthen user capability, and address emerging community needs
• Represent IT Experience & Service Delivery in cross-functional IT planning and contribute operational expertise and user insight to departmental discussions regarding service strategy, operational priorities, technology adoption, service improvement and the overall technology experience Lead Client Services, the IT Experience Center and learning-space support

• Lead Client Services and the IT Experience Center as NYUAD's primary on-campus, end-user facing Tier 1 capability, together with on-site and end-user technology support across workspaces, instructional rooms, meeting rooms, special spaces, and shared campus environments. Ensure effective intake, triage, resolution, escalation, communication, request fulfillment, classroom readiness, and first-line AV support
• Develop and maintain a tiered and integrated support model that emphasizes resolution at the earliest appropriate level, equips frontline teams with the knowledge, tools, and authority required to resolve a broad range of issues, works in close partnership with the Global IT Service Desk and provides clear and accountable escalation to service owners and specialist teams when needed
• Establish and maintain operating procedures, staffing and scheduling models, knowledge-management practices, service standards, quality measures, and performance expectations that support consistent and effective service delivery across walk-up, appointment-based, phone, email, portal, classroom, and other agreed user-facing support channels and campus environments
• Monitor service demand, response and resolution performance, first-contact and first-visit resolution, escalation trends, user satisfaction, walk-in wait times, appointment availability, room readiness, recurring issues, and other relevant service indicators. Use these insights to improve operational effectiveness, service quality, and the overall technology experience
• Advance guided self-service, knowledge-centered support, automation, remote-support capabilities, practical digital-enablement sessions, and other modern service-delivery approaches that improve accessibility, build user capability, increase resolution efficiency, and reduce avoidable support demand Oversee endpoint and end-user technology service delivery

• Provide functional leadership for the end user facing delivery of endpoint and end-user computing services, including university-managed desktops, laptops, mobile devices, peripherals, software delivery, device provisioning, equipment lending, and associated end-user technologies
• Oversee the operational service lifecycle of end-user devices from provisioning and deployment through configuration, support, refresh coordination, asset management, and secure retirement, ensuring clear ownership and effective hand-offs with the teams responsible for underlying platform and engineering services
• Direct NYUAD staff, service leads, and managed-services personnel responsible for endpoint and user technology services, establishing clear standards, responsibilities, performance expectations, documentation requirements, and escalation practices
• Work closely with Infrastructure Services and Information Security, Technology Governance, and relevant engineering teams to ensure endpoint environments are standardized, securely managed, supportable, current, and appropriately responsive to academic, research, administrative, and specialized requirements
• Promote modern management practices including automated provisioning, endpoint-management platforms, proactive monitoring and remediation, remote support, software automation, and accurate asset and configuration information
• Ensure new or changed end-user technologies transition effectively into service with appropriate documentation, knowledge, support processes, training, tools, and escalation pathways Drive service performance, continual improvement, and operational maturity

• Work closely with the Service Management function to implement ITSM standards, processes, performance measures, service reporting, and continual-improvement practices across the IT Experience & Service Delivery portfolio
• Establish and review a balanced set of SLAs, KPIs, service-quality measures, end-user experience indicators, and performance expectations across Client Services, the IT Experience Center, learning spaces, Event Services, Community Services, asset and equipment support, NYUAD teams and managed-services providers
• Analyze operational data, user feedback, recurring incidents, escalation patterns, support demand, vendor performance, and service trends to identify opportunities for process improvement, automation, knowledge development, workforce optimization, and service redesign
• Promote participation in IT service surveys across the community and work with service owners to incorporate survey findings into service-improvement priorities and actions
• Participate actively in incident, request, problem, change, knowledge, major incident, service transition, and continual-improvement processes, ensuring the IT Experience & Service Delivery perspective and end-user impact are appropriately represented
• Ensure managed-services providers meet contractual and operational expectations and work with service leads, vendors, and the Director, IT Operations and Service Management to address performance gaps, capacity concerns, or systemic delivery issues
• Ensure IT Experience & Service Delivery teams are operationally ready to support new technologies and services prior to transition into production, including appropriate knowledge, documentation, support procedures, training, tools, workforce capacity, and escalation paths
• Promote a culture of accountability, service excellence, collaboration, continuous learning, and data-informed decision-making across the IT Experience & Service Delivery organization Lead Event Services and VIP/High-Touch Support

• Lead the delivery of AV and technology support for academic, institutional, leadership, and selected commercial events, including conferences, ceremonies, executive engagements, visiting dignitaries, strategic guests, and other high-visibility activities requiring coordinated technology services
• Establish repeatable event-technology service models based on the scale, complexity, visibility, and risk of individual events, including appropriate requirements capture, planning, staffing, technical rehearsals, readiness checks, onsite support, contingency handling, escalation, and post-event review
• Direct the work of NYUAD staff, technical leads, managed-services personnel, contractors, and external technology providers supporting events, ensuring responsibilities and accountability are clearly established
• Partner with event organizers, Events, Public Affairs, Communications, Facilities, Campus Services, academic and administrative units, Infrastructure Services, AV Infrastructure, and other relevant stakeholders to understand requirements and ensure technology services are appropriately planned and delivered
• Develop standards, procedures, service offerings, and support tiers that reduce dependence on ad hoc or individual-dependent practices while retaining the flexibility required for specialized, high-profile or institutionally critical activities
• Use event feedback and operational experience to continuously improve readiness, service quality, resource utilization, and the overall event technology experience Lead Community Services and residential technology support

Lead Community Services across NYUAD, including user-facing...