Director of Media Service Delivery

Detailed Job Listing:

job family: managerial and professional  

STARS Requisition: 44560BR
University Job Title: Manager, Media Service Delivery 
Department Job Title: Director of Media Service Delivery  

Grade: M6

Position Focus: 

Reporting to the School of Management (SOM) Chief Information Officer, the Director of Media Services is responsible for designing, implementing and managing the delivery of media service. Ensure media service delivery has the highest level of support consistent with the mission and goals of the School. Work closely with SOM leadership to design effective support strategies including training, documentation, and in-person consultations.

Essential Duties: 

  1. In concert with senior leadership and program directors assess program requirements and develop solutions to meet the media service delivery requirements of the School.
  2. Generate and analyze weekly, monthly and quarterly operational reports to ensure achievement of metric driven goals and operational efficiency.
  3. Provide senior level leadership to media services group. Provide direction and coaching to staff including assigning and managing work, monitoring performance, and conducting performance appraisals.
  4. Establish strategy, processes and policies consistent with the goals of the School, its academic and research program, to provide the highest level of media service delivery.
  5. Prepare and manage the budget for the media services group. Ensure spending and staffing levels are in line with approved budget.
  6. Design and deliver a technology training program to meet the needs of the School.
  7. Manage relationships with all constituencies within the school, in other university departments, outside vendors and consultants.
  8. Provide consultation and make recommendations for allocation of resources, product selection, and priorities to SOM-IT senior staff as well as the SOM community.
  9. Ensure the highest level of service delivery for current and evolving technologies in complex, multi-vendor, multiplatform environment.
  10. Other projects and duties as assigned.

Required Education & Experience: 

Bachelor’s degree and six years of relevant experience.

Required Skills & Abilities: 

  1. Proven process oriented and customer focused with a strong capability to analyze and refine current processes. Excellent interpersonal skills and superior customer service orientation to manage the needs of faculty, staff, and students.
  2. Team player with ability to work collegially with subordinates, peers, colleagues and school leadership. Proven excellent oral and written communication and presentation skills.
  3. Ability to manage operations in a fast-paced and changing environment.
  4. Demonstrated project management skills on large complex projects. Demonstrated ability to effectively lead service delivery teams.
  5. Ability to work under pressure, and manage projects and priorities in a highly complex and dynamic environment. Ability to represent the School well in working collegially with peers and colleagues within and outside the University.


Global orientation; experience working across countries and regions, and fluency in more than one language.


  • Customer Service Focus – Listening carefully to and understanding customers’ needs and proactively responding to those needs in a consistent and timely manner.
  • Teamwork/Communication – Working cooperatively to achieve common goals. Support cooperation, collaboration and the sharing of information.
  • Product Excellence – Provide the best quality product available and continuously upgrade standards to maintain quality.
  • Leadership – Provide direction and motivation to others through communication, modeling appropriate behavior, optimism and high achievement.
  • Innovative – Openness to new ideas and their implementation. Ability to react and adapt to changing situations appropriately.
  • Strategic Thinking – Recognize opportunities, identify critical, high pay-off activities and prioritize them to attain goals.

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