Director of Service Design and Coordination page is loaded

Director of Service Design and Coordination

Apply locations Denver Library time type Full time posted on Posted 9 Days Ago job requisition id R0067237

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, Denvers voters acknowledged the Librarys 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 librarys 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 DPLs 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 DPLs service delivery model

• Within the scope of DPLs 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 DPLs service delivery standards and performance management criteria

• Highlights and recognizes exceptional individual, team, and group performance as it relates to DPLs 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

Qualifications

Education

• Possession of a Masters 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

Job Profile

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

Position Type

Library Hiring Range

Starting Pay

Agency

Assessment Requirement

The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact

Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.

For information about right to work, click here for English or here for Spanish.

See Yourself Here

Work With Us

With competitive pay, great benefits , and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose for you, and those who benefit from your passion, skills and expertise.

See yourself experiencing growth and balance.

See yourself being respected and valued.

See yourself belonging here.

Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.