Director - Service Innovation

Collin College; San Francisco (CA); On-site; USD 104,000 - 127,000; Full time

Job summary

Collin College in Texas seeks a senior Technology Service Manager to lead the development and continuous improvement of service management across the department, enhancing governance, risk management, and customer experience while enabling technology-driven transformation.

You will guide incident, problem, change, knowledge, and configuration management, build dashboards, and mentor staff, aligning services with institutional goals and compliance requirements.

Qualifications

• Bachelor’s degree in IT, CS, MIS, engineering, business or related field.
• 7+ years of progressive technology ops/IT service mgmt experience.
• 3+ years of supervisory or cross-functional leadership experience.
• Master’s degree in IT, business administration, engineering management, or related field.
• ITIL certification and/or other related certifications preferred.

Responsibilities

• Lead the development and implementation of department-wide service management, operational excellence, service reliability, and continual improvement practices.
• Champion ITIL principles and best practices to improve service quality and customer experience.
• Establish, measure, and improve service management processes (incident, problem, change, knowledge, config, etc.).
• Lead Change Advisory Board activities to improve decision quality and reduce risk.
• Develop operational readiness requirements for new or significantly changed services; mentor staff.

Skills

ITSM

Leadership

Incident mgmt

Change mgmt

Automation

Education

Bachelor's degree in IT/CS/MIS/Eng/Mgmt

Master's degree in IT/Business Admin/Eng Mgmt

Tools

ITIL

SRE certification

PMP

Lean Six Sigma

Prosci CM

Cloud certifications

Job description

Primary Location

9700 Wade Boulevard, Frisco, Texas, 75035

Job Summary

Lead the development, implementation, measurement, and continuous improvement of technology service management practices, processes, controls, and supporting capabilities across the department. This role is responsible for improving the consistency and transparency of technology services, coordinating technology governance and compliance activities, supporting enterprise technology risk management, and enabling sustainable technology-driven transformation and innovations.

Required Qualifications

• Lead the development and implementation of department-wide service management, operational excellence, service reliability, and continual improvement practices.
• Champion the practical adoption of ITIL principles and other recognized best practices to improve service quality, operational consistency, accountability, and customer experience.
• Establish, measure, and improve service management processes, including incident management, problem management, change enablement, knowledge management, configuration management, and continuous improvement.
• Lead change governance and Change Advisory Board practices to improve decision quality, reduce operational risk, streamline approvals, and increase the predictability of technology changes.
• Develop operational readiness requirements for new and significantly changed technology services, including documentation, monitoring, support models, training, testing, and risk assessment.
• Provide leadership and direction to assigned staff responsible for service management, process improvement, reporting, knowledge management, and operational excellence initiatives.
• Develop and monitor service performance measures, dashboards, and scorecards, including availability, incident trends, recovery time, recurring issues, service readiness, and customer experience.
• Apply process analysis, workflow optimization, automation, artificial intelligence, and other emerging capabilities to improve service quality, efficiency, decision-making, and operational predictability.
• Facilitate cross-functional service reviews, operational performance reviews, change reviews, incident reviews, and improvement-planning sessions.
• Identify service risks, operational weaknesses, process gaps, and improvement opportunities and develop practical recommendations and corrective-action plans.
• Support strategic initiatives and technology-enabled transformations by ensuring that new services are reliable, supportable, measurable, documented, risk-informed, and operationally sustainable.
• Build partnerships with institutional stakeholders to understand service needs, recurring challenges, and opportunities for innovative technology solutions.
• Represent Technology Services on institutional committees, governance groups, project teams, and strategic initiatives.
• Serve as a facilitator and advisor for service management, operational excellence, reliability, process improvement, change enablement, and operational readiness.

Supplemental Functions

• Perform other duties as assigned.
• Perform all duties to maintain all standards in accordance with college policies, procedures, and Core Values.

Knowledge, Skills, and Abilities

Knowledge of IT service management principles, practices, and frameworks. Knowledge of technology operations, service reliability, monitoring, observability, cybersecurity, cloud services, infrastructure, applications, and enterprise support environments. Knowledge of process improvement frameworks, workflow design, automation, performance measurement, and organizational change management. Knowledge of technology governance, operational risk management, audit support, control documentation, and remediation tracking. Knowledge of applicable laws, regulations, standards, and frameworks affecting technology services in public higher education. Knowledge of IT service management platforms, monitoring and observability tools, workflow technologies, configuration management databases, knowledge systems, automation, and reporting tools. Written, verbal, visual, interpersonal, facilitation, presentation, and influencing skills. Strategic planning, leadership, team building, coaching, project management, and organizational skills. Research, analytical, assessment, problem-solving, data analysis, and performance measurement skills. Ability to lead through influence and establish shared accountability across multiple teams and organizational functions. Ability to translate operational challenges, risks, and institutional needs into practical processes and measurable improvements. Ability to improve operational performance while balancing service reliability, customer experience, risk, governance, and innovation. Ability to evaluate and implement automation and emerging technologies that improve technology service delivery. Ability to manage multiple complex priorities, initiatives, incidents, and deadlines.

Physical Demands, Working Conditions and Physical Effort

Light Work - Exerting up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and/or a negligible amount of force constantly having to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for the Sedentary Work category and the worker sits most of the time, the job is rated Light Work. Positions in this class typically require talking, hearing, seeing, grasping, standing, walking and repetitive motions. Relatively free from unpleasant environmental conditions or hazards. Office environment. Occasional physical effort required.

Requirements

• Bachelor’s degree in information technology, computer science, management information systems, business administration, engineering, organizational leadership, or a related field from an accredited institution.
• Seven (7) years of progressively responsible experience in technology operations, IT service management, engineering operations, production control, site reliability engineering, service reliability, process improvement, or a related area OR an equivalent combination of education and directly related experience.
• Three (3) years of supervisory, management, program leadership, or cross-functional leadership experience.
• Preferred Ten (10) years of relevant experience.
• Master’s degree in information technology, business administration, engineering management, organizational leadership, or a related field from an accredited institution.

Licenses and Certifications

• ITIL certification
• Site Reliability Engineering certification
• Project Management Professional
• Lean Six Sigma Belt
• Prosci Change Management Certification
• Cloud, infrastructure, monitoring, or service management platform certification

Compensation

• Salary Type: Salary
• Employment Type: Full time
• Hiring Minimum $104,392.00
• Hiring Maximum $127,307.00
• Compensation is determined based on experience.

Application Deadline

Application submission deadline is 12am of the date listed. 09/09/2026

Security Sensitive

This position is Security Sensitive; therefore, candidates will be subject to a criminal background check.

Equal Opportunity

Collin College is an Equal Opportunity Employer and does not discriminate on the basis of any characteristic protected by applicable law.

Collin College is an equal opportunity/affirmative action employer.

The employer actively supports Americans with Disabilities Act and will consider reasonable accommodations.

Legal

The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities, as duties and responsibilities may change with business needs.

Collin College reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice.

Reasonable accommodations may be made by Collin College, at its discretion, to enable individuals with disabilities to perform the essential functions.

Fair Labor Standards Act (exempt/non-exempt) is designated by position.

Accolades

Independent surveys of Collin College’s employees show it is an amazing place to work.

Collin College has been named one of the "Great Colleges to Work For" by the Great Colleges Program.

Collin College has also been recognized as one of the DFW Metroplex's "Best and Brightest Companies to Work For."

Culture

Should you choose to start your journey with us, you will find yourself immersed in a culture of innovation and growth.

Initiatives tied to the college’s master and strategic plans challenge our employees to grow professionally while still feeling supported with training and collaboration.

Benefits

We invite you to explore our competitive benefits today. Grow your career at Collin College today!