Assistant Director IT Experience And Service Delivery

Job Description:

Applications are welcome from all qualified candidates. In line with UAE regulations, Emirati candidates are encouraged to apply.

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 NYUADs primary on-campus, end-user facing Tier 1 capability, together with on-site and end-user technology support across workspaces, instruction