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Director, Service Delivery

5 months ago

Edmonton, Canada University of Alberta Full time

**Shared Services Service Innovation**:

- Competition No.

**A100152623**
- Closing Date

**Mar 01, 2024**

This position is excluded from the bargaining unit.

In accordance with the Handbook of Employment for Management and Professional Staff (Excluded), this full-time continuing position offers a comprehensive benefits package that can be viewed on our Benefits Overview page and annual salary range which will be commensurate with qualifications.

**Location** - This role is hybrid with a mix of remote and in-person with onsite work primarily taking place at Enterprise Square.

**Working for the University of Alberta**
- The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages, and cultures of First Nations, Métis, Inuit, and all First Peoples of Canada, whose presence continues to enrich our vibrant community._

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross-section of people—from our students and stakeholders to our renowned researchers and innovators who are quite literally curing diseases, making discoveries, and generating solutions that make the world healthier, safer, stronger, and more just.

**Department Summary**

Our vision is a close-knit community of smart, approachable people who collaborate, exchange knowledge and identify solutions. Our team of experts problem-solve by collaborating with Centres of Expertise, faculty and staff in order to see the whole integrated end to end delivery of service and find solution that work for the entire community. We will provide advice, guidance and leadership in process, quality and accuracy. Shared Services is a highly educated, integrated team of professionals who provide service excellence in delivering and innovating the diverse catalogue of services we are responsible for.

**Position Summary**

Reporting to the Associate Vice-President, Shared Services, the Director, Service Delivery & Client Experience is responsible for maximizing client engagement and quality of experience by providing strong and thoughtful leadership to drive the strategic direction of process design including self-service initiatives through effective design and technology advances, to evolve the centralized, single point of contact for University staff to maximize first contact resolution for requests related to human resources, finance and information technology related questions and concerns, to support the university as a centralized area in times of emergency and/or contingency planning and to promote the advancement, best practices and consistency in use of the enterprise service management system in an ever-changing ecosystem. They will work collaboratively with leaders and service teams within Shared Services, along with external faculty and departmental stakeholders to identify gaps and prioritize initiatives which best support the vision of “one university” and advance Shared Services to be best in class amongst its peers.

The Director, Service Delivery & Client Experience In all facets of this role, the Director, Service Delivery & Client Experience endeavours to integrate and advance the University’s commitments to equity, diversity, and inclusivity.

**Duties**
- Provide leadership, motivation, coaching, professional development and support to foster an engaged work environment with a focus on service excellence.
- Works with the AVP & Shared Services (ShS) Leadership team and other University leaders to plan, strategize, and ensure key initiatives are developed and completed to deliver best-in-class services and quality client experience.
- Establish, lead, and/or participate in/present at informal and formal advisory groups, steering committees, and governance groups to engage, communicate/seek approval for process design and service delivery developments.
- Oversees the strategy for client service experience and maximizes self-service opportunities.
- Works with service teams to approach issues with a client service mindset.
- Analyses complex situations to find solutions.
- Gathers, interprets, synthesizes and evaluates information from a wide range of sources and perspectives.
- Reasons critically and thinks conceptually based on a thorough understanding of the context.
- Champions innovative and novel solutions to support client needs.
- Creates practical and pragmatic solutions that are reasonable to implement.
- Engages others, including functional experts, in collaborative problem-solving when necessary.
- Ensures recommendations from stakeholders are developed and implemented and that all issues raised