Director of Service Delivery

Director of Service Delivery

Hiring Department

The University of Texas Permian Basin welcomes applications for the position of Director of Service Delivery

Salary Range

$120,000.00 depending on qualifications

Essential Functions

The Director of Service Delivery provides executive leadership for a broad portfolio of operational and support services that are critical to the University's success. Reporting to the CIO/COO, the Director oversees General Services/AV, Contract Services (including outsourced services such as Housekeeping, Elevators, Food Services, Central Plant Management, and the IT Help Desk), and Project Management. The Director ensures these services operate reliably, efficiently, and in alignment with institutional priorities.

This position is responsible for unifying diverse yet overlapping service areas under a single framework of accountability, service excellence, and continuous improvement. The Director serves as a key partner to campus leadership and peers in Grounds & Building Maintenance, Health & Safety, Energy and Plant Management, and Event Management. By balancing Physical Plant operations and IT service delivery, the Director ensures that academic and operational needs are equally supported. The position also promotes student worker engagement across service areas, providing meaningful employment and professional development opportunities while supporting campus operations.

Strategic Leadership
Provide vision and direction for all service delivery functions, including General Services/AV, Contract Services, the outsourced IT Help Desk, and Project Management.
Ensure the outsourced IT Help Desk (ITOD) meets contractual obligations, SLAs, and customer service standards for Tier 1 support.
Coordinate the in-house management of escalated support from ITOD, ensuring timely resolution by IT or Physical Plant teams.
Establish a service delivery framework that emphasizes accountability, transparency, and continuous improvement across both IT and Physical Plant services.
Align service delivery operations with the University's strategic goals, ensuring resources are used effectively to support academic, administrative, and student success.
Encourage and integrate student workers into all service delivery areas, from AV and events to project management and operational support.

Operational Oversight
Direct daily operations of the service delivery portfolio through subordinate managers, ensuring coordination across General Services/AV, Project Management, and outsourced contract services.
Partner closely with the Director of Grounds & Building Maintenance and the Director of Health & Safety to align priorities, coordinate resources, and present a unified approach to campus operations.
Oversee General Services/AV operations, ensuring reliable classroom AV support (non-computer), installations, event setups, moves, and inventory management.
Provide governance and performance oversight for outsourced service contracts, including Housekeeping (Marcis), Elevators (TK), Central Plant and Energy Management (WinSam), Food Services (Chartwells), and the IT Help Desk (ITOD), ensuring contract terms and SLAs are met.
Oversee Project Management functions to ensure consistent delivery of IT, construction, and maintenance projects, working in concert with Physical Plant leadership and other campus leadership to support critical infrastructure needs.
Implement operational standards and procedures that streamline service delivery, improve efficiency, and enhance the campus experience for students, faculty, and staff.

Contract & Vendor Management
Provide executive oversight of major outsourced service contracts, including Housekeeping (Marcis), Elevators (TK), Central Plant/Energy (WinSam), Food Services (Chartwells), and the IT Help Desk (ITOD).
Ensure ITOD delivers Tier 1 IT and Physical Plant support in compliance with SLAs, with escalations handled in-house by IT and Physical Plant teams.
Work closely with IT Help Desk liaisons and Physical Plant supervisors to align escalation paths, service priorities, and knowledge base content.
Oversee vendor performance reviews, ensuring accountability, responsiveness, and continuous improvement across all service areas.
Partner with Procurement and Legal to support vendor negotiations, contract renewals, and RFP processes.
Develop reporting and dashboards to monitor service performance and communicate outcomes to University leadership.

Project Leadership
Provide executive oversight for the Project Management Office (PMO), ensuring consistent delivery of both IT and construction/maintenance projects across the University.
Establish and enforce a common project management framework for initiation, planning, execution, and reporting.
Oversee a team of project managers responsible for diverse portfolios, ensuring projects are delivered on time, within scope, and on budget.
Partner closely with the Director of Grounds & Building Maintenance to align capital and maintenance projects with operational priorities and available resources.
Collaborate with IT leadership to ensure technology projects are prioritized and managed effectively, with appropriate stakeholder engagement.
Develop project dashboards and reports that provide leadership with transparent visibility into project status, risks, and outcomes.
Serve as the escalation point for project delays, scope changes, or resource conflicts, balancing institutional priorities with operational realities.

People & Culture
Lead, mentor, and develop managers and staff across the Service Delivery portfolio, including General Services/AV, Contract Services, Project Management, and Help Desk liaisons.
Foster a culture of accountability, customer service, and continuous improvement.
Ensure managers have clear performance expectations, growth opportunities, and access to professional development.
Promote strong collaboration with peer directors in Grounds & Building Maintenance and Health & Safety, ensuring operational units work together seamlessly to support campus needs.
Champion the hiring, mentoring, and development of student workers across AV, events, project management, and vendor support functions, ensuring their contributions strengthen operations while providing them with meaningful experience.
Model transparency, responsiveness, and professionalism in all interactions with university leadership, faculty, staff, students, and external partners.

Financial & Resource Management
Develop and manage budgets for all Service Delivery units, ensuring efficient allocation of resources.
Oversee billing and chargeback processes for moves, setups, and AV services, ensuring accuracy and transparency.
Monitor expenditures for outsourced contracts and internal operations, identifying opportunities for savings and reinvestment.
Provide financial reporting and forecasting to the CIO/COO, with recommendations for strategic investments in people, equipment, or vendor partnerships.
Ensure compliance with university procurement, financial, and contractual policies.

Required Qualifications

1. Bachelor's degree in Business Administration, Project Management, Information Technology, Facilities/Operations Management, Engineering, or a related field.

2. At least 7 years of progressively responsible leadership experience spanning IT, facilities, or operations, with direct accountability for service delivery or vendor/contract management.

3. Demonstrated experience managing large service contracts and ensuring compliance with service-level agreements (SLAs.)

4. Strong project management background with the ability to oversee diverse portfolios (IT, construction, and maintenance.)

5. Proven success in leading managers and multidisciplinary teams.

6. Excellent organizational, financial, and analytical skills, with experience in budgeting and resource management.

7. Strong communication and negotiation skills, with the ability to work effectively with internal stakeholders, external vendors, and senior leadership.

Preferred Qualifications

1. Master's degree in Business Administration, Project Management, Public Administration, Information Technology, or a related field.

2. Professional certifications such as PMP (Project Management Professional), ITIL (Information Technology Infrastructure Library), or equivalent.

3. Experience working in higher education or large public-sector institutions.

4. Demonstrated success in leading organizational change and implementing service delivery frameworks across multiple operational domains.

5. Familiarity with contract law, procurement processes, and vendor performance evaluation.

Additional Information

Required Application Materials

1. Cover Letter
2. Resume
3. List of References
4. Transcripts (Preferred)
5. Letters of Recommendation (Preferred)

Conditions of Employment

1. The job description is not a complete list of all responsibilities and duties performed by employees. Employees may perform other related duties as assigned by their immediate supervisor.
2. Employment is subject to an introductory period to monitor employee performance.
3. Once hired, the prospective employee must present documentation within three (3) days of the hire date to establish their identity and employment eligibility as required by Immigration and Customs Enforcement (ICE). Applicants must be able to show proof of eligibility to work in the United States by time of hire. UTPB participates in e-Verify.
4. Employees must be able and willing to travel and perform duties away from campus as necessary and must be able to operate a licensed motor vehicle, have access to a dependable motor vehicle, and possess a valid state driver's license. Must have and maintain a satisfactory driver's record.
5. Employment is contingent upon a successful background check.
6. UT Permian Basin is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Schedule

Generally, the normal work hours for the university are Monday through Thursday, 7:30 - 5:30 pm; Friday, 8:00 am - 12:00 pm with a one-hour lunch. The individual holding this position may need to be available early morning, evening, and on weekends to meet the needs of the department. Hours worked may differ with some departments.

Standard Working Conditions

1. Able to lift various materials up to 25 pounds on an occasional basis.
2. Able to bend, crouch, and reach continuously.
3. Physically able remain seated, frequently to continuously.
4. Able to remain standing up to 15% of the time.
5. Possesses dexterity abilities required to perform job duties including extensive keyboard work, operating office equipment, performing filing, and other job-related responsibilities that include extensive wrist and hand movement.
6. Standard working conditions may differ depending on department and occupation

University Benefits

1. UT Permian Basin offers an excellent compensation package including heath, retirement, & fringe benefits for eligible employees.
2. Coverage includes medical, prescriptions, life insurance, AD&D, and matching retirement provided by UTPB.
3. You may also be eligible to add dental, vision, family coverage, & flex-spending accounts, additional retirement, and a few other coverages as options too.
4. Fringe benefits include tuition reimbursement (after one year of service), wellness breaks, employee assistant program (EAP), and meal deals, among other perks and discounts!
5. Our benefits package, along with an ample leave policy, make for a great total compensation package.

About the University

The University of Texas Permian Basin is located in Odessa, Texas. It was authorized by the Texas Legislature in 1969 and founded in 1973. The Permian Basin is one of the fastest-growing, culturally vibrant, economically invigorated regions of the country - full of industry, culture, and wide-open spaces. At the academic heart of this area sits The University of Texas Permian Basin - which every year, delivers smart, savvy leaders across the U.S.

As a regional, comprehensive institution, The University of Texas Permian Basin serves a diverse community of students from the region, the state, and beyond. Through excellence in student-centered teaching, learning, research, and public service, the University cultivates engaged citizens and impacts lives while advancing the technology and public interests of West Texas.

Our vision is that the University of Texas Permian Basin will be an innovative, responsive university that thinks large and lives local. We will lead in advancing education, research, economic competitiveness, and cultural enrichment.
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