Senior Manager, IT Client Care Expert

3 weeks ago

Ottawa, Ontario, Canada University of Ottawa Full time
Senior Manager, IT Client Care Expert

Location: Ottawa, ON
Job Type: Full time
Posted on: October 15, 2024
End Date to Apply: October 26, 2024
Job Requisition ID: JR17898
Duration: 12 months
Salary Range: $112,957.00 - $140,190.00

Position Purpose
Reporting to the Senior Director, Infrastructure and Operations, the incumbent oversees and enhances the delivery of IT support services, ensuring a seamless, client-focused experience for all university stakeholders. Responsible for managing the IT Client Care Centre of Excellence, coordinating efforts across multiple IT teams throughout the university to provide timely and effective solutions to technical issues. The Senior Manager will drive the development of client service standards, oversee staff training and development, and work closely with academic, administrative, and research units to ensure the IT support aligns with their evolving needs. The role demands a leader with a strong customer service mindset, exceptional problem-solving skills, and the ability to foster collaboration in a complex, dynamic environment.

In this role, your responsibilities will include:

  • Business Case Preparation: Collaborates with client managers to identify new business needs and other opportunities for technology to be applied to solve business problems, increase administrative efficiency and lower administrative costs, and improve services. Evaluates the technical, economic, and operational feasibility of different approaches to solving business problems. Develops project proposals.
  • Business Process Analysis and Design: Oversees 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. Applies the concepts and principles of change management and ensures that appropriate communication strategies are put in place with respect to new projects and business process changes.
  • Change Management: Ensures that appropriate change management strategies are in place for all supported applications. Ensure that appropriate maintenance and support services are available for supported applications. Addresses escalated clients' concerns.
  • Methods, Tools, Techniques, and Standards: Stays abreast of new technology, work methods, and techniques associated with all aspects of computing. Proactively researches technologies and tools that are of potential interest to the university; conducts formal evaluations of new products and builds business cases for the acquisition of new tools where appropriate. Defines or participates in the definition of the methodology and standards for systems development. Implements mechanisms to ensure that staff understands and follows the methodology and standards.
  • Communications: Regularly writes official documents relating to technical subjects or to complex business processes for middle and senior management or for external consumption (e.g., product evaluations, project proposals, project charters, requests for information, etc.). Delivers solutions and explanations to non-technical clients.

What you will bring:

  • 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 (systems analysis, data modelling, database design, system design, programming, quality assurance, documentation, change and problem management, etc.).
  • Experience using software metrics; formal estimation methods, defect measurement, etc.
  • Experience managing a team of IT professionals.
  • Analytical and problem-solving skills.
  • Negotiating, interpersonal, and communication skills.
  • Bilingualism – French and English (spoken and written).

Key Competencies at uOttawa:
Planning: Organize a series of actions or events to realize an objective or project.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results.
Client Service Orientation: Help or serve others to meet their needs.
Teamwork and Cooperation: Cooperate and work well with team members to reach common goals.

The University of Ottawa embraces diversity and inclusion in the workplace. We are committed to creating and maintaining an accessible, barrier-free work environment. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

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