"Director of Infrastructure and Service Delivery"

Director of Infrastructure and Service Delivery

Company: Cecil College

Job Location:

Category: IT Manager/Director

Type: Full-Time

Summary:

The Director of Infrastructure and Service Delivery provides strategic and operational leadership for Cecil College’s technology infrastructure, unified communications platforms, and IT Service Desk operations. This position ensures the delivery of reliable, secure, and customer-focused technology services that support the College’s mission and strategic priorities.

The Director leads infrastructure modernization efforts, oversees vendor-managed network and communications services, and champions IT Service Management (ITSM) practices grounded in ITIL principles. The role focuses on optimizing service delivery, enhancing user experience, and maintaining compliance with institutional and regulatory requirements. The Director works collaboratively across the College to ensure that technology services are stable, efficient, and continuously improved.

This position is available starting January 2026 but remains open until filled. For best consideration apply by November 18. This is an onsite position located in North East, MD.

Strategic Leadership & Planning

• Provide vision and direction for the College’s IT infrastructure, unified communications platforms, and IT Service Desk operations.
• Align infrastructure and service delivery initiatives with institutional goals, focusing on scalability, resiliency, and customer satisfaction.
• Evaluate, recommend, and lead the adoption and ongoing management of service-based models such as Network-as-a-Service (NaaS), Telecom-as-a-Service (TaaS), and managed security operations.
• Participate in IT governance, budget planning, and strategic decision-making.

Infrastructure & Communications Management

• Oversee data centers, networking, cloud infrastructure, and enterprise communications systems including Microsoft Teams Phone and other UCaaS solutions.
• Manage vendor-supported services, ensure defined service levels, reliability, and security compliance.
• Ensure compliance with cybersecurity and privacy frameworks (NIST, CIS, GLBA, Maryland Code Title 10, Subtitle 13A).
• Direct planning and execution of infrastructure modernization and lifecycle projects.

Service Desk & IT Service Management (ITSM)

• Provide leadership for the IT Service Desk, ensuring effective incident, request, and change management within an ITIL-based ITSM framework.
• Oversee service delivery metrics, user satisfaction, and continuous improvement initiatives to enhance the end-user experience.
• Champion the use of the College’s IT service management tool (TeamDynamix) to streamline workflows and improve visibility into service performance.
• Coordinate cross-departmental collaboration to ensure timely resolution of issues and high-quality customer support.
• Promote a culture of accountability, service excellence, and process improvement within the IT Service Desk team.

Project Management & Vendor Oversight

• Lead infrastructure and service improvement projects using established project management methodologies.
• Manage vendor relationships, contracts, and service-level agreements (SLAs) to ensure quality and performance.
• Evaluate emerging technologies and service models to improve operational efficiency and reduce risk.

Team Leadership & Development

• Lead, mentor, and develop infrastructure and service desk teams, fostering cross-training and professional growth.
• Establish performance goals, monitor results, and provide coaching to ensure team alignment with College objectives.
• Promote collaboration, innovation, and a proactive approach to problem-solving across IT operations.
• Serves on College committees and/or external committees as directed by the supervisor
• Performs other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Enterprise IT infrastructure including networking, data centers, cloud environments, and unified communications systems.
• IT Service Management (ITSM) frameworks and ITIL principles.
• Project management methodologies, governance, and best practices.
• Vendor management, contract negotiation, and SLA performance monitoring.
• Cybersecurity and compliance frameworks (NIST, CIS, GLBA, Maryland Code).
• Identity and access management (IAM), authentication, and single sign-on systems.
• Business continuity, disaster recovery, and enterprise resiliency strategies.
• Higher education IT operations, service delivery expectations, and user needs.
• Leading and mentoring technical and service teams.
• Managing complex IT projects from planning through execution.
• Analyzing service performance data to drive continuous improvement.
• Communicating effectively with technical teams, leadership, and end users.
• Strategic planning, resource allocation, and budgeting.
• Managing vendor relationships and ensuring service-level accountability.

MINIMUM REQUIREMENTS TO PERFORM WORK:

• Bachelor’s degree required (Master’s preferred); however, a combination of relevant education, professional certifications, and directly related experience may be considered in lieu of a degree.
• Minimum of seven (7) years of progressively responsible IT experience, including at least three (3) years in a leadership role.
• Experience managing IT Service Desk operations within an ITIL-based ITSM framework.
• ITIL certification and/or project management certification (PMP, CAPM, or equivalent) preferred.
• Experience managing vendor-supported infrastructure, communications platforms, and managed service agreements.
• Familiarity with compliance and cybersecurity frameworks (NIST, CIS, GLBA).
• Experience in higher education or similarly complex service environments preferred.

SCHEDULING:

• Ability to work a varied schedule during critical periods including evenings Saturdays, and Sundays.
• Due to the need of interaction with students, employees and the college community this position requires in-person presence. This position is eligible for telework of one day per week.

PHYSICAL DEMANDS:

Ability to lift and move up to a maximum of 50 lbs. The physical activity of this position includes, but is not limited to: climbing, walking, stooping, kneeling, crouching, reaching, standing, pulling, lifting, grasping, twisting and sitting.

WORK ENVIRONMENT:

• Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as office or meeting and training rooms, e.g., use of safe work place practices with office equipment, avoidance of trips and falls, and observance of fire and building safety regulations, and traffic signals when driving.
• This position supports information technology at Cecil College’s main campus in North East, MD, its additional location in Elkton, MD and all additional instructional sites. Travel between these locations is required.

General Benefits:

Cecil College offers full-time employees a comprehensive benefit package offering medical, dental and vision coverage for employee and eligible dependents; generous annual, sick and personal leave; 19 paid holidays; tuition assistance and tuition waiver based on eligibility guidelines; opportunity to enroll in retirement accounts (403B or Maryland State Retirement System based on eligibility guidelines); voluntary retirement account with TIAA or Fidelity, employee paid short term disability, employer provided basic life insurance and accidental death insurance, and employee paid voluntary life insurance, access to Fitness Center, and library. For more information Employee Benefits | Cecil College

This is a exempt (salaried), non overtime eligible position; Grade 118 (pay scale: $68,257-$109,211 ). The salary for the position based on budget is $90,000-$93,000. Applicants initial salary placement is based on internal equity and relevant candidate experience.

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