IT Service Delivery Specialist

Job Title: IT Service Delivery Specialist

Overview:
The IT Service Delivery Specialist is a critical role focused on delivering exceptional technology services to support the evolving needs of Everett Public Schools. Working closely with the district CTO and vCISO, this position is responsible for maintaining and enhancing the district’s technology infrastructure, aligning IT service delivery with best practices in educational technology, and ensuring seamless integration of digital tools to support both instructional and operational excellence. This role emphasizes a proactive approach to service management, cybersecurity, and cloud solutions, positioning Everett Public Schools as a forward-thinking district in educational technology. Additionally, the IT Service Delivery Specialist will bring expertise in managing and integrating Student Information Systems (SIS) to streamline data flows across platforms, enhancing district-wide access to critical academic and operational information. Proficiency in Microsoft Power BI is also essential to support data-driven insights and reporting, enabling leadership to make informed decisions based on accurate, up-to-date data.

Key Responsibilities:

Strategic Service Delivery Management:

- Drive IT service delivery by implementing ITIL frameworks to improve service processes, ensuring alignment with the Service Level Agreements (SLAs) embedded in the MSSP contract.
- Lead initiatives to anticipate and address emerging technology needs within the district, focusing on optimizing infrastructure and streamlining processes to provide a stable, high-performance environment.
- Act as a primary point of escalation for advanced technical challenges, ensuring swift resolution and coordinating with onsite Level 2 technicians from the MSSP to meet or exceed service expectations.

Cybersecurity and Compliance:
- Collaborate closely with the vCISO to enforce cybersecurity protocols across district systems, implementing multi-layered security measures and access controls to safeguard sensitive data.
- Stay current with federal and state compliance regulations relevant to K-12 education, integrating these requirements into day-to-day operations to ensure ongoing compliance.
- Conduct regular security audits and process reviews to identify potential vulnerabilities, adjusting workflows to enhance security and maintain robust data protection practices.

Cloud Services and Digital Ecosystem Management:

- Oversee and support district cloud services, including AWS, Google Suite, and Azure, to ensure optimized performance, scalability, and security within the district’s technology framework.
- Align cloud and application resources with the district’s digital learning initiatives, ensuring seamless integration and accessibility for both faculty and students.
- Identify and implement cloud-based tools and solutions to support a collaborative, tech- enhanced learning environment, optimizing resources to promote innovative educational practices.

Data Management and Reporting:
- Utilize Microsoft Power BI to develop insightful, data-driven reports that support district leadership in decision-making and highlight trends in technology use and service performance.
- Oversee data integration with the SIS and other academic systems, ensuring consistency, accuracy, and alignment with educational and administrative objectives.

Instructional Technology and End-User Support:
- Collaborate with instructional staff to ensure that technology tools enhance educational outcomes and are fully accessible and understood by end users.
- Coordinate and lead targeted training sessions for faculty, staff, and students on essential applications such as G Suite for Education, Microsoft 365, and other district-selected digital tools.
- Provide expert support for instructional technology, assisting with device and application troubleshooting, and collaborating with academic departments to maximize technology’s role in the learning process.

Process Optimization and Innovation:
- Regularly assess and refine IT processes and workflows to align with the district’s objectives, introducing new methodologies that promote efficiency and enhance the user experience.
- Implement a continuous improvement mindset, identifying opportunities to leverage new technologies and data insights for process enhancements, cost efficiency, and improved service delivery.
- Engage in ongoing communication with the CTO and other leadership to propose and implement innovative IT solutions that anticipate and meet future academic and operational demands.

Asset Management and Lifecycle Planning:

- Partner with the MSSP and internal teams to maintain an accurate inventory of district IT assets, overseeing the lifecycle management to ensure timely maintenance, upgrades, and replacements.
- Develop and implement asset management strategies that align with budget considerations and sustainability goals, ensuring the district’s technology investments are optimized over time.

Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
- Minimum of 5 years of IT service delivery experience within an academic or educational setting.
- ITIL certification required, with demonstrable experience implementing ITIL processes in real- world scenarios.
- Extensive knowledge of AWS, Google Suite, Azure, and other cloud technologies, with a proven track record of successful cloud resource management in an academic context.
- Familiarity with Student Information Systems (SIS) and data integration between educational
technology platforms.
- Proficiency in Microsoft Power BI for reporting and data analysis.
- Excellent communication and collaboration skills for working with the CTO, vCISO, and instructional staff.
- Advanced experience in cybersecurity protocols, asset management, and compliance with educational data standards.

Everett Public Schools is committed to maintaining a work and learning environment free from discrimination on the basis of race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, we prohibit retaliation against individuals who oppose such discrimination and harassment or who participate in an equal opportunity investigation.