Senior Manager IT Client Care

4 weeks ago

Ottawa, Ontario, Canada University of Ottawa Full time $112,957 - $140,190
Job Title: Senior Manager IT Client Care

Join the University of Ottawa as a Senior Manager IT Client Care and be part of a dynamic team that provides exceptional IT support services to the university community.

About the Role:

The Senior Manager IT Client Care will oversee the delivery of IT support services, ensuring a seamless and client-focused experience for all university stakeholders. This role demands a leader with a strong customer service mindset, exceptional problem-solving skills, and the ability to foster collaboration in a complex and dynamic environment.

Key Responsibilities:
  • Collaborate with client managers to identify new business needs and opportunities for technology to be applied to solve business problems.
  • Develop project proposals and evaluate the technical, economic, and operational feasibility of different approaches to solving business problems.
  • Oversee the design of complete solutions to complex business problems using expert knowledge of technology, business process analysis techniques, business process re-engineering, and workflow analysis.
  • Ensure that appropriate change management strategies are in place for all supported applications and that maintenance and support services are available for supported applications.
  • Address escalated clients' concerns and deliver solutions and explanations to non-technical clients.
Requirements:
  • University degree in Computer Science, Management Information Systems (MIS) or related field or an equivalent combination of education and experience.
  • Minimum 10 years of experience in a complex and diverse IT environment demonstrating experience in project planning and management, risk analysis, and IT resources management.
  • Knowledge of the University's information technology policies, procedures, and standards.
  • Experience working with various software development methodologies, tools, and techniques.
  • Experience managing a team of IT professionals.
  • Analytical and problem-solving skills.
  • Negotiating, interpersonal, and communication skills.
  • Bilingualism – French and English (spoken and written).
What We Offer:
  • A dynamic and collaborative work environment.
  • A comprehensive benefits package.
  • Opportunities for professional growth and development.

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