IT Project & Technical Service Delivery Manager

Location : Marple

Job Type : Admin, Professional, Full Time

Job Number : 001661

Department : 4703 Academic Computing Services

Opening Date : 09 / 02 / 2025

Closing Date : 9 / 30 / 2025 10 : 34 AM Eastern

Position Summary

Delaware County Community College (DCCC), located outside of the Philadelphia Metro area, is looking for a dynamic and talented IT Project & Technical Services Delivery Manager to join our team of higher education professionals who are committed to student success.

The IT Project and Technical Service Delivery Manager leads the technical services team's day-to-day people management and service delivery. This role balances the management of ongoing IT service delivery with the execution of critical technology projects and ensures reliable, secure, and high-quality technology services. This role manages daily operations, supervises technical services staff, upholds service excellence across the team, and works closely with the Principal Technical Lead to ensure systems are aligned with business requirements.

In parallel, this position facilitates the scoping, planning, prioritization, and delivery tracking of IT projects, coordinates resources with other team leads, monitors performance against plan, and escalates material risks and decisions to the AVP for action. This role also ensures that initiatives are completed on time, within scope and budget, and aligned with institutional priorities. Responsibilities include coordinating project goals, allocating technical team resources, managing risks, and tracking progress toward measurable outcomes.

Working closely with the Principal Technical Lead and other IT leaders, this position fosters a culture of accountability, continuous improvement, and professional development within the team. By applying fit-for-purpose IT service management practices and structured yet agile project methodologies, the IT Project and Technical Service Delivery Manager ensures efficient and effective delivery of services and projects. The focus is on outcomes over process, combining operational stability with the ability to respond quickly to change. This position is pivotal in maintaining consistent, high-quality technical service delivery while advancing the College's strategic technology goals. This role reports to the AVP for Information Technology, and has ten direct reports.

Position open until filled

Essential Functions

• Oversee the day-to-day operational delivery of infrastructure and technology services including servers, networking, storage, and end-user computing, in coordination with Principal Technical Lead.
• Ensure tickets are prioritized and resolved within SLA targets, ensuring staff are assigned tasks, resolving issues, and meeting service expectations in a timely and effective manner (SolarWinds Service Desk)
• Establish and maintain operational standards and procedures for service delivery, documentation, escalation, change management and incident resolution within the Technical Services team.
• Manage and monitor workloads and service queues, ensuring equitable distribution and timely handling of tickets, requests, and escalations
• Track and coordinate IT projects across teams to ensure milestones, timelines, and deliverables are met
• Communicates potential challenges, limitations, requirements, and integration considerations that may influence project success, performance outcomes, or user satisfaction. Proactively recommends viable alternatives and develops contingency plans to address risks and maintain project alignment
• Facilitate regular project status updates, documentation, risk mitigation, and communication with stakeholders
• Serve as a point of escalation for service delivery concerns and project-related issues
• Partner with the AVP of Information Technology to develop team goals, track performance metrics, and drive continuous improvement in service delivery
• Ensure alignment with institutional policies, compliance standards, and IT governance practices
• Lead regular team meetings, coordinate training opportunities, and promote a culture of accountability and excellence
• Participates in an on-call rotation and evening / weekend maintenance windows; travels between College locations as needed, lifting / moving equipment up to 40 lbs.
• Other duties as assigned

The successful candidate must be an engaging, practical, innovative, and dynamic leader who is strategic and fosters collaboration. This individual will be able to demonstrate the use of best practice strategies associated with managing and maintaining technology infrastructure processes while following industry standards for security and privacy. The successful individual will demonstrate the spirit of an independent problem-solver and collaborative team leader with a strong understanding of the College's mission and goals.

Experience & Education

Qualified candidates will have at least 5 years of progressively responsible experience in technical operations, IT service delivery or project coordination, including 3+ years of team leadership and supervisory experience leading technical teams. Higher-ed or public sector IT environments preferred. Hands-on familiarity with infrastructure services (servers, networking, storage, end-user computing, cloud services). A bachelor's degree in information systems, Computer Science, Engineering, Business, or a related field; an equivalent combination of education and experience will be considered. Preferred certifications include Project Management, ITIL Foundations, or equivalent certifications. Technical certifications are an asset

Supplemental Information

Background Clearances : Act 153 Clearances (Act 34 PA Criminal Background History, Act 151 PA Child Abuse History, Act 114 FBI Clearance); Verification of educational credentials

For immediate consideration, interested candidates can apply online at https : / / www.schooljobs.com / careers / dccc

DCCC offers a great competitive salary, with an outstanding benefits package which includes : Medical, Dental, Vision, and Prescription Drug for all benefit eligible employees; College Paid Disability and Life Insurance; Flexible Spending Accounts; 403(b) Defined Contribution Retirement Plans (5% Employee Mandatory Contribution and a 10% Match by the College); Generous PTO, Holiday and Winter Break Schedule; Tuition Waiver & Tuition Reimbursement benefits; and a Four (4) Day Work Week Each Summer; Professional Development Opportunities; and a Supportive Work / Life Balance Campus Environment. Note : Temporary and Grant-funded employees are not eligible for tuition reimbursement unless the specific grant supports such funding for these purposes.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

DCCC fosters a work environment, and a learning community focused on student success by delivering quality, affordable, and responsive educational opportunities in a technologically rich and supportive environment. We celebrate differences and commit to an "open door" policy for individuals with varying levels of knowledge, skills, experiences, and needs. By embracing diverse collegial perspectives, we seek to make inclusivity, teamwork, and respect the foundation for our students to reach their academic goals and on staff to thrive professionally. Delaware County Community College strongly encourages applications from members of traditionally under-represented groups. DCCC promotes an organizational culture and structure that honors diversity through integration of the principles of access, inclusion and most importantly equality. DCCC is an equal employment opportunity employer, valuing diversity, equity, inclusion, and belonging

Delaware County Community College provides a generous benefits package including medical, dental, vision, life and LTD insurances, and a 403(b).

01

Do you have a BA / BS degree from an accredited college or university in information systems, Computer Science, Engineering, Business, or a related field; an equivalent combination of education and experience will be considered? Preferred certifications include Project Management, ITIL Foundations, or equivalent certifications. Technical certifications are an asset.

02

Do you have at least 5 years of progressively responsible experience in technical operations, IT service delivery or project coordination, including 3+ years of team leadership and supervisory experience leading technical teams. Higher-ed or public sector IT environments preferred. Hands-on familiarity with infrastructure services (servers, networking, storage, end-user computing, cloud services).?

03

Do you have experience working in diverse environments?

04

Can you, after employment, submit proof of your legal right to work in the United States?

05

What is your salary requirement?

Required Question