Senior IT Experience & Service Delivery Lead

NYUAD Institute; Abu Dhabi; On-site; AED 650,000 - 900,000; Full time

Job summary

NYU Abu Dhabi seeks an Assistant Director, IT Experience and Service Delivery reporting to the Director of IT Operations. The role leads the delivery and continual improvement of NYUAD’s end-user facing technology service capability, ensuring faculty, students, staff, researchers, residents, visitors, and campus partners receive professional, user-centered support across academic and campus environments.

The position unites Client Services, IT Experience Center, endpoint and end-user support,

Qualifications

• 7+ years of progressive experience in IT experience and service delivery, client services, enterprise support, endpoint services, service management, technology operations, or related field.
• Experience managing Service Center, IT Experience Center, service desk, deskside, endpoint, field-support, learning-space, event-support, or comparable end-user facing technology functions in a complex organization.
• Experience managing blended teams comprising employees, contractors, vendors, or managed-services personnel.
• Demonstrated experience using service performance data, end-user feedback, support analytics, and operational metrics to improve service quality and efficiency.
• Experience with endpoint lifecycle management, enterprise device-management platforms, software deployment, asset management, remote support, and associated end-user technology services.
• Strong stakeholder-management skills and ability to collaborate across technical and non-technical organizational boundaries.

Responsibilities

• Lead IT Experience & Service Delivery and the end-user technology experience.
• Lead Client Services, the IT Experience Center and learning-space support.
• Oversee endpoint and end-user technology service delivery.
• Drive service performance, continual improvement, and operational maturity.
• Lead Event Services and VIP/High-Touch Support.
• Lead Community Services and residential technology support.

Skills

IT service delivery

End-user support

People management

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business, or related field

Master's degree in Information Technology, Information Systems, Business Administration, Service Management, or related discipline

Tools

ITIL

Job description

NYU Abu Dhabi seeks an Assistant Director, IT Experience and Service Delivery reporting to the Director of IT Operations. The role leads the delivery and continual improvement of NYUAD’s end-user facing technology service capability, ensuring faculty, students, staff, researchers, residents, visitors, and campus partners receive professional, user-centered support across academic and campus environments.

The position unites Client Services, IT Experience Center, endpoint and end-user support,