Assistant Director, Business Relationships

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

Come work with us

Job Summary

Are you ready to make a significant impact in higher education? Queen's University is seeking an exceptional Assistant Director, Business Relationships to join our dynamic team. Supporting the Queen’s Chief Information Officer and reporting directly to the Director of Strategy and Partnerships, you will play a pivotal role in shaping the digital future of both the university and its IT Services department. As a trusted advisor, you'll collaborate closely with senior stakeholders across the institution to identify their business needs and define the initiatives which will best enable them. You will do this through technology, innovation and excellence.

Leading our Business Relationship Management team, you will spearhead efforts to challenge and elevate our current practices, ensuring robust partnerships across the university community. Your expertise will be instrumental in maturing Queen’s digital governance, setting the standard for effective and secure IT solutions. Working alongside key partners such as the Delivery Management Office and the Enterprise Architect within the Strategy and Partnership directorate, you'll foster a culture of collaboration and achievement.

This is an unparalleled opportunity to apply your strategic acumen, leadership abilities and communication skills to help shape the digital landscape at Queen's University. If you're passionate about questioning the status quo and driving organizational growth and transformation in a vibrant academic setting, we invite you to join us in this exciting journey towards excellence. Apply now and be part of a diverse and inclusive team dedicated to pushing boundaries and creating positive change.

Job Description

KEY RESPONSIBILITIES:

• Ensures the full delivery of IT value to a diverse client base by nurturing relationships, identifying business opportunities, developing recommendations and promoting the value and contributions of IT Services in delivering business solutions.
• Ensures compliance with the Queen's governance framework and contributes to the continuous improvement of Queen's digital governance processes by providing input, feedback, and recommendations based on best practices and stakeholder needs.
• Develops and maintains a strong working knowledge of the University’s academic plan and strategic priorities, and IT Services strategic priorities to ensure alignment.
• Develops, maintains, and continuously improves the strategy and process to address business demand for IT capabilities; captures desired business outcomes, high level technology requirements and strategic objectives. Holds the overall responsibility for steering these demands through a clearly defined business intake and delivery process.
• Develops and leads outreach activities to engage stakeholders with the goal of enhancing technological development and enrichment.
• Represents the strategic interface between the client/stakeholder and all areas within IT Services by supporting client access to client-IT strategy development, solution discovery, service management, risk management, change management and relationship management.
• Works in collaboration with key stakeholders to negotiate, listen, mitigate conflict, build alliances and achieve desired business outcomes using strong interpersonal and diplomacy skills to foster long-term, value-driven and strategic relationships.
• Builds external relationships with peer institutions to benchmark demand management and business relationship best practices.
• Plans, directs, coordinates and reviews work activities of the business relationship management team. Facilitates alignment between business stakeholders and IT enablement, providing cross-department visibility into demand, operational support, budget/resource allocation, enterprise solutions, and execution of key projects. Develops performance metrics to assess and manage project progress and quality of the business relationship.
• In close collaboration with the Assistant Director, Delivery Management, actively manages key business stakeholders’ expectation and monitors satisfaction levels.
• Positions IT Services as a business partner and service leader by sharing knowledge of IT process, roles and procedures to business stakeholders to ensure the best possible outcome.
• Provides stakeholders with strategic consulting level support and guidance on the IT service portfolio and key IT initiatives including support during the annual budget process for client IT-related requests.
• Identifies and advocates recommendations for solution options in conjunction with other IT subject matter experts, ensuring the solution supports the client’s short- and long-term business goals/strategies and aligns with IT strategy.
• Maintains current knowledge of IT Services strategic objectives, service offerings, platform/system enhancements, and any industry, legislative, or regulatory changes that may impact the IT portfolio of products and services.
• Clearly and effectively communicates decisions, priorities and relevant project information to all stakeholders regarding service requests, projects and initiatives.
• Monitors, reports and provides oversight for resolution of any IT escalated issues related to the fulfillment of a business need initiated and tracked through the business intake process.
• Leads a diverse group of employees by promoting a professional, supportive and inclusive work environment.
• Plans, prioritizes and manages the work of employees, providing strategic and tactical advice, guidance and coaching. Identifies the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection.
• Manages performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assesses staff training and development needs and ensures that employees receive training required to improve and sustain successful performance.
• Investigates, addresses and resolves employee/labour relations issues, including disciplinary matters. Makes decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.

REQUIRED QUALIFICATIONS:

• Graduate degree in commerce, business, computer science, engineering or related field.
• Project Management Professional certification preferred.
• Business Relationship Management Professional (BRMP) certification preferred.
• Experience in relationship building and relationship management at the senior level.
• Excellent verbal and written communication skills including experience in writing technical documentation.
• Understanding of IT service management best practices.
• Understanding of current technology and trends, with an ability to communicate that understanding in non-technical business terms; familiarity with the higher education community considered an asset.
• Consideration may be given to an equivalent combination of education and experience.

SPECIAL SKILLS:

• Building Relationships: cultivates a wide network of long-term relationships, builds strong bonds by nurturing high potential strategic partnerships for future opportunities or immediate impact.
• Business Acumen: understands the complete business ecosystem including developing and executing strategy; integration of internal operations that delivers a value proposition in keeping with the service model framework.
• Change Management: leads transformational change through effective planning and consistent communication and reaching strategic goals.
• Collaboration and Teamwork: champions highly effective teams by creating an inclusive environment by modelling behaviours that lead to maximizing group participation.
• Communication: influences strategic direction by expressing clear ideas and delivering a concise message of action across all teams or the University.
• Client Orientation: creates an environment where it is understood that client satisfaction is a top priority.
• Decision Making & Judgement: champions initiatives with significant payback, and minimal adverse consequences.
• Integrity: consistently and intentionally displays the characteristics of high integrity.
• Initiative: fosters attitudes, conditions and an environment that yields improved team performance.
• Leadership: genuinely listens to and addresses any resistance or concerns from others.
• Planning & Organizing: develops and evaluates long-term strategic plans and policies.
• Strategic Perspective: engages with others to develop a strategic direction that capitalizes on current goals and future opportunities.
• Innovation: fosters an environment of creativity and encourages exploration of new ideas.
• Driving for Results: optimizes systems, processes and people to maximize broad organizational success.
• Developing Others: builds commitment by communicating a compelling vision of change.
• Self Development: recognises the need for continuous learning and holds each team member accountable to actively participate in their development.

DECISION MAKING:

• Recommends, confirms and executes decisions with IT Services management and governance.
• Determines appropriate communication and follow-up with stakeholders.
• Executes decisions approved by IT Services Directors and governance committees.
• Develops the content of recommended project management standards and practices.
• Recommends project staffing position summaries with management.
• Sets, directs and advises on work plans and efforts for assigned projects.
• Determines content and critical information to be presented in the annual budget and operations plan submission.
• Facilitates complex and timely decision-making processes and activities with management, governance and stakeholders.
• Evaluates job candidates and makes effective recommendations on suitable hires.
• Makes decisions and/or effective recommendations regarding transfers and promotions.
• Evaluates employee performance and decides on appropriate training or coaching to address lack of proficiency in carrying out responsibilities.
• Assesses investigation outcome of grievances and makes effective recommendations on appropriate course of action.
• Makes effective recommendations on level of discipline up to discharge and probationary termination.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.

The University provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca.