Director, Client Services
2 weeks ago
BCIT’s** Information Technology Services** department is seeking a **regular, full time (1.0 **FTE**) Director, Client Services** who will provide strategic direction to the delivery of customer-focused IT services to the Institute’s faculty, staff and students. Develops client services strategies, plans and policies, and drives out strategic initiatives that support achievement of service goals. Leads operational and tactical client services relationships across all user groups, and engages with the BCIT community to ensure day-to-day needs are understood and addressed. Acts as strategic advisor and collaborates with the AVP, ITS management team and business partners on IT client services matters.**Duties & Responsibilities**
**KEY** **ACCOUNTABILITIES**:
- Participates as a member of the AVP’s management team, providing input to development of ITS vision, and broad over-arching strategies and sharing responsibility for achievements and success.
- Develops strategies, plans, and policies, and drives out strategic initiatives that support achievement of ITS client services goals. Establishes the necessary standards, processes, tools and metrics to optimize client services.
- Acts as strategic advisor and collaborates with the AVP, ITS management team and business stakeholders on IT client services matters. Delivers reports, presentations and business cases on client services challenges, initiatives and achievements.
- Leads the client services portfolio, including asset fleet management, IT and enterprise service management (ServiceNow) and problem management; ensuring issues are proactively identified, analyzed and resolved, and action is taken to prevent recurring incidents.
- Provides strategic direction to client services portfolio, ensuring alignment with Institute needs and expectations. Includes identification, specification, design, publishing, agreement, and monitoring of client services, service levels and performance indicators.
- Ensures implementation and monitoring of client IT solutions and services is aligned with academic and business expectations and desired outcomes, and is accompanied by appropriate post-implementation support and staff training.
- Develops understanding of Institute’s environment and establishes partnerships with senior leaders across academic and service units to understand their business needs and mandates and builds consensus to transform delivery of client services.
- Facilitates communication across ITS and with business partners and user communities. Conducts regular user satisfaction/quality surveys for ITS. Directs the performance of the team to meet service standards and service level commitments. Develops escalation workflow for teams and clients.
- Manages operating budget for projects, ensuring optimal usage of technical and functional resources.
- Provides strategic direction to service desk and incident management, ensuring processes facilitate timely response to user requests and effective resolution.
- Provides tailored support to specific schools or business areas, including the development of support agreements, monitoring performance and conducting regular service reviews.
- Collaborates with sector peers, BCNET, vendors, and technology providers. Oversees vendor selection process on installation, maintenance and improvement of Infrastructure and Cloud services. Monitors vendor performance, contract compliance and risk mitigation.
- Collaborates with IT Cyber Security Office to ensure implementation of necessary monitoring capability and remediation of activities that would identify occurrence of a security event.
- Manages directly and indirectly reporting staff, overseeing and participating in selection, coaching, mentoring, development, performance management and all other people-management practices.
**Qualifications**
**QUALIFICATIONS** &
**REQUIREMENTS**:
- Bachelor’s degree in computer science, information systems, business or other related field.
- ITIL certification (preferably for service management, which implies ITIL Service Management Practitioner certification).
- 10 years’ experience in IT and business/industry at progressive levels of responsibility, involving leadership, management of cross-functional teams, and influencing key partners.
- An equivalent combination of education and experience may be considered.
- Expert knowledge of the concepts, theories, practices and techniques of IT service delivery, including portfolio, release, change and problem management.
- Advanced business acumen and planning skills, with ability to establish processes and manage achievements against key metrics.
- Experience in budget planning, financial management and resource management.
- Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others.
- Strong leadership skills and ability to manage a cross-functional team of reporting lead
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