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Head of Client Services
2 months ago
Position Title:
Head of Client Services
The British Columbia Institute of Technology (BCIT) is committed to fostering a workplace where our employees feel appreciated, supported, and engaged. Our People Vision outlines our objectives and priorities regarding our workforce, emphasizing the importance of innovation and global advancement through creativity.
We are currently seeking a regular, full-time (1.0 FTE) Head of Client Services to provide strategic leadership in delivering customer-centric IT services to our faculty, staff, and students.
Key Responsibilities:
- Formulate and implement client services strategies, plans, and policies that align with our service objectives.
- Lead operational and tactical relationships with all user groups, ensuring their daily needs are effectively addressed.
- Act as a strategic advisor, collaborating with the AVP and the ITS management team on IT client services issues.
- Contribute to the development of the ITS vision and overarching strategies as a member of the AVP's management team.
- Establish standards, processes, tools, and metrics to enhance client services.
- Deliver comprehensive reports and presentations on client services challenges and achievements.
- Oversee the client services portfolio, including asset management and service management, ensuring alignment with institutional expectations.
- Facilitate communication across ITS and with business partners to ensure user satisfaction.
- Manage the operating budget for projects, optimizing the use of resources.
- Provide strategic direction for service desk and incident management, ensuring timely responses to user requests.
- Develop tailored support agreements for specific departments, monitoring performance and conducting service reviews.
- Collaborate with the IT Cyber Security Office to ensure effective monitoring and remediation of security events.
- Supervise and mentor staff, overseeing all aspects of people management.
Qualifications:
- Bachelor's degree in computer science, information systems, business, or a related field.
- ITIL certification, preferably in service management.
- A minimum of 10 years of progressive experience in IT and business, with a focus on leadership and cross-functional team management.
- Expertise in IT service delivery concepts, including portfolio, release, change, and problem management.
- Strong business acumen and planning capabilities, with a proven track record in budget and resource management.
- Exceptional leadership skills, with the ability to manage a diverse team of professionals.
Compensation:
Salary range is $149,823 - $215,370, with a control point of $187,278 per annum. The control point reflects an employee with full job knowledge and experience.
We offer a competitive employer-paid extended health and dental plan, a defined benefit pension plan with employer contributions, flexible hybrid work arrangements, and access to BCIT Flexible Learning courses at no cost.
