Director of Service Design and Coordination

About Our Job

Why Denver Public Library?

Denver one of the nation's top places to live, work and play needs the best people working for the residents of Denver. Denver Public Library (DPL) is one of the few places in the city where all people, from all backgrounds and life circumstances, are welcome free of charge.

We have 26 (soon to be 27) branch libraries, in addition to our downtown Central location, which is undergoing a $60 million renovation to reimagine our customer-friendly and innovative spaces.

In November 2022, Denver’s voters acknowledged the Library’s value to the community through the Strong Library Strong Denver ballot measure that dedicated an additional $37+ million per year of funding.

This funding not only supports our vision of a strong community where everyone thrives, it supports our largest asset our staff, so that they may continue to embody our core values of Welcoming, Curiosity, Connection, Equity and Stewardship.

Job Summary

The Denver Public Library (DPL) seeks a strategic and collaborative leader to ensure inclusive and equitable service delivery and coordination with the library’s service philosophy, objectives and community needs.

Reporting to the Chief Public Services Officer (CPSO), the Director of Service Design and Coordination will co-create a vision that drives inter- and intra-divisional alignment, system-wide coordination and prepares Public Services for future planning and service delivery as well as provide ongoing leadership and guidance to service design and operational teams.

Essential Duties & Responsibilities

Strategic Service Design

In collaboration with Public Services leadership, assess current services and programs to develop a coordinated, equity-centered service delivery distribution model, helping to shape the Public Services’ divisional structure and future direction

Alongside the Strategy & Evaluation sub-division, analyze customer feedback, use and performance data to identify areas for improvement in library services

Collaborate with Learning and Development to secure and create professional development and learning opportunities for staff to meet service delivery standards and expectations

Implement customer experience and best practices methodologies to enhance customer satisfaction

Coordination and Collaboration

Collaborate with and lead cross-functional teams to create innovative and customer-centric service solutions that align with DPL’s service philosophy

Work closely with CPSO and other library directors and managers to determine a framework for service delivery standards and performance management criteria

Support, supervise, and manage Public Service Managers as defined by CPSO

Technical Expertise

Demonstrates expert knowledge in library service design and / or design thinking as well as resource and budget management

Possess expert knowledge of communication standards and establishing feedback loops within DPL and the broader Denver community

In collaboration with the CPSO and other Public Services directors, set organizational direction and scope of DPL’s service delivery model

Within the scope of DPL’s service philosophy and strategic roadmap, acquires or develops the talent and resources to meet the associated objectives

Teamwork

Meets deadlines that impact sub / division and organization

Contributes to a team / collaborative environment

Sets overarching goals and direction that coincides with DPL’s service delivery standards and performance management criteria

Highlights and recognizes exceptional individual, team, and group performance as it relates to DPL’s service delivery model

Coaching & Development

Encourages and empowers others to foster engagement

Gives direct reports and related staff specific opportunities where possible to stretch their capabilities and practice new skills and competencies

Provides appropriate structure, direction, and feedback to direct reports and service delivery teams

Manages conflict timely and effectively

About You

Qualifications

Education

Possession of a Master’s degree in Library Science and Information Science (MLS / MLIS) from a college or university accredited by the American Library Association

Experience

A minimum of five (5) years directly related professional experience with best practices and emerging issues and trends in library service design or design thinking

Proven record of excellence of at least eight years related professional work experience demonstrating progressive responsibility in management positions, including a senior level

Knowledge, Skills & Abilities

Demonstrated experience with best practices and emerging issues and trends in leadership and management in the public sector

Strong communication (verbal and written), problem-solving, and decision-making skills

Effective people and organizational change leadership

Effective stakeholder relationship management skills with all levels of employees and community leaders

Experience building an equitable, diverse, and inclusive work environment

Excellent customer service, interpersonal, and relationship building skills

Analytical and data-processing skills to determine program and service design modeling

Ability to deal with people sensitively, tactfully, diplomatically, and professionally

Ability to manage simultaneous and multiple priorities, multi-tasking, and a dynamic work environment

About Everything Else

Job Profile

LA2765 Library Director

To view the full job profile including position specifications, physical demands, and probationary period, click .

Position Type

Unlimited

Library Hiring Range

$103,977.00 - $137,770.00

Starting Pay

$103,977 - $137,770

Agency

Denver Public Library

Assessment Requirement

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