Director of Client Services
1 day ago
BCIT's Information Technology Services department is seeking a Director, Client Services to provide strategic direction to the delivery of customer-focused IT services to the Institute's faculty, staff, and students. The successful candidate will develop client services strategies, plans, and policies, and drive out strategic initiatives that support achievement of service goals.
Key Responsibilities:- Participate as a member of the AVP's management team, providing input to the development of ITS vision and broad over-arching strategies.
- Develop strategies, plans, and policies, and drive out strategic initiatives that support achievement of ITS client services goals.
- Act as a strategic advisor and collaborate with the AVP, ITS management team, and business stakeholders on IT client services matters.
- Lead the client services portfolio, including asset fleet management, IT and enterprise service management (ServiceNow), and problem management.
- Provide strategic direction to client services portfolio, ensuring alignment with Institute needs and expectations.
- Ensure implementation and monitoring of client IT solutions and services is aligned with academic and business expectations and desired outcomes.
- Develop understanding of Institute's environment and establish partnerships with senior leaders across academic and service units.
- Facilitate communication across ITS and with business partners and user communities.
- Manage operating budget for projects, ensuring optimal usage of technical and functional resources.
- Provide strategic oversight of system changes, including standard changes and emergency maintenance related to business processes, applications, and infrastructure.
- Provide strategic direction to service desk and incident management, ensuring processes facilitate timely response to user requests and effective resolution.
- Act as a strategic advocate for IT clients, ensuring user experience is optimized for accessing IT services and software.
- Bachelor's degree in computer science, information systems, business, or other related field.
- ITIL certification (preferably for service management).
- 10 years' experience in IT and business/industry at progressive levels of responsibility, involving leadership, management of cross-functional teams, and influencing key partners.
- Expert knowledge of the concepts, theories, practices, and techniques of IT service delivery, including portfolio, release, change, and problem management.
- Broad knowledge of current and emerging technologies, technology directions, and strategic application to business needs.
- Advanced business acumen and planning skills, with ability to establish processes and manage achievements against key metrics.
- Experience in budget planning, financial management, and resource management.
- Excellent oral and written communication skills, including the ability to explain technology solutions in business terms.
- Strong leadership skills and ability to manage a cross-functional team of reporting leaders and specialists.
BCIT values diverse experiences, ideas, cultures, and perspectives and is committed to fostering a diverse and inclusive workplace. As an equal opportunity employer, we encourage applications from members of all groups experiencing barriers to equity. If you require accessibility accommodations during any part of the application or hiring process, please contact us so we can best support you.
The British Columbia Institute of Technology acknowledges that our campuses are located on the unceded traditional territories of the Coast Salish Nations of xwməθkwəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səl̓ilwətaɁɬ (Tsleil-Waututh).
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