Director, Infrastructure and Customer Experience

5 months ago

North Vancouver, Canada Capilano University Full time

**Competition Number**
- S181140P**Position Title**
- Director, Infrastructure and Customer Experience**Position Number**
- 00000**Employee Group**
- Administrator**Position Status**
- Regular Full-Time**Start Date**

**End Date (if applicable)**

**Department**
- IT Services**Additional Notes**

**Location**
- North Vancouver**Working with us**
- At Capilano University, students are our focus. Employees play an essential role in creating an exceptional learning experience for students and a thriving campus community. Together, we are a high-performing team of individuals who make Capilano University one of the leading teaching universities in British Columbia and one of BC’s Top Employers. Grounded by our sense of purpose, we offer a meaningful, friendly and dynamic work environment.
- As a member of the IT team, you will be a vital asset in providing an exceptional experience to both our employee and student communities through invention, collaboration, and technical talent.- As we embark on our university wide digital transformation, we’ll be seeking fellow trailblazers to join our teams as we begin to integrate state of the art technologies. With a variety of projects and initiatives in the pipeline, there is no shortage of opportunity to innovate.- Within our teams, you’ll be working alongside a variety of talented individuals involved in initiatives focused on cyber security, data analysis, operational analytics, quality assurance, integration, customization, and implementation.-
**What you’ll do**
- Reporting to the Associate Vice President (AVP) Digital Technology Services (DTS) and a part of the DTS’s leadership team, the Director, Infrastructure and Customer Experience delivers ongoing leadership and management of the University’s infrastructure digital ecosystem and customer experience in a way that prioritizes the experience of students, faculty, and administrative employees.
- This role will have the opportunity to influence and drive lasting efforts in the University’s infrastructure systems and customer experience capabilities, with significant student and employee impact through the transformation of university-wide systems. In close alignment with university wide strategy, critical components of this position include the management of infrastructure, client services, helpdesk, desktop and software management and audio-visual collaboration systems. The role requires a strong focus on building and maintaining relationships across the university and externally with vendors and sector colleagues.
- Lead a team to design, deliver, and maintain the university infrastructure digital ecosystem and enterprise architecture with a focus on ensuring effective use of network services, data centre server management, cloud infrastructure and Exchange 365. Streamlining processes to ease administrative burdens and reduce costs of running the infrastructure upon which digital solutions are developed.
- Lead a team to design, deliver, and maintain the university customer experience services including client services that will develop ITSM processes, manage technical change through a change advisory board (CAB) and release management.
- Manage helpdesk functions providing high quality tier 1 support to the university community.
- Manage desktop and software services, collaboration services and cloud services.
- Develop strategies relating to infrastructure and customer experience, including but not limited to asset management strategy, cloud strategy, telephony and audio visual for classroom and meeting rooms.
- Build a high-performance team by developing employee strengths, coaching staff in the development of critical competencies and by modeling valued leadership behaviours.
- Foster a collaboration culture between DTS and the university community with a view to modernizing the current digital ecosystem and customer experience in a way that reduces technical debt, provides automation, and supports efficiency.
- Provide direction for implementing, managing, and maintaining the digital infrastructure and customer experience processes and systems.

**What you’ll bring**
- 10+ years of relevant professional experience, with 5 years in a leadership role with direct responsibility for infrastructure, customer experience, cloud services and systems.
- Demonstrated understanding and experience about infrastructure components, client services processes, desktop/software management, collaboration, and cloud services.
- Experience in public sector network and data center operations, using modern day practices and tools including cloud experience with Microsoft Azure and Office 365.
- A bachelor’s degree in a related field.
- Progressive technical knowledge of industry best practices, standards, and governance.
- Extensive knowledge of and demonstrated experience of ITIL framework best practices, ITIL certified.
- Experience demonstrating strategic thinking and problem-solving skills.
- Demonstrated e

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