Director, EIS Cloud Services Delivery

PRIMARY FUNCTION: The Director, Cloud Services Delivery serves as the technical and operational leader responsible for the service level performance, maintenance, upgrades, changes, and 24/7 technical support of the College’s Enterprise Information Systems (EIS) SaaS portfolio, including Ellucian Banner ERP and other EIS SaaS Applications. This leader manages a cross-functional and technical team ensuring high availability, performance, security, and continuous improvement of EIS SaaS applications. Essential Job Functions: SaaS Platform Governance and Support: Responsible for the daily operational health, production stability, identity access management, and support SLA compliance for EIS SaaS applications. Monitors Key Performance Indicators (KPIs) that include: SaaS Application Uptime/Availability (SLAs). Mean Time to Resolution (MTTR) for support incidents. Successful deployment of system updates/upgrades without production downtime. Team Leadership: Lead and mentor a team that supports the scope of work in cloud services delivery. Upgrade and Release Management: Manage the roadmap, change plans, testing, and deployment of vendor-driven EIS SaaS updates and platform enhancements to minimize service disruption. Vendor Management: Act as the primary contact with EIS SaaS providers to drive service level improvements and hold vendors accountable for product performance. Operational Excellence: Implement best practices for ITIL processes (incident management, change management, root cause analysis). Security and Compliance: Ensure all cloud services and configurations comply with the College’s security, data management, artificial intelligence and other College policies and regulatory requirements. Human Resource and Performance Management: Manages human resources assigned to this position. This includes: Recommend staffing and organization structure to ensure optimum service delivery Hire and train staff Staff development Ensure that performance management activities including evaluations and rating validations are completed in a timely manner Ensure that staff issues within the team are addressed in accordance with the college’s policies and procedures. Communication: Provide executive summaries and reports for the VP of Enterprise Information Systems to inform decision-making and strategic planning. Act as a liaison with other IT leaders, business units, and external vendors to ensure consistent reporting and transparency. Communicate escalations, operational issues, and proposed solutions clearly. Additional Job Functions: Other duties as assigned