IT Director of Client Services and Operations

1 week ago

Burnaby, British Columbia, Canada British Columbia Institute of Technology (BCIT) Full time

We are seeking a highly skilled Director, Client Services to join our team at the British Columbia Institute of Technology (BCIT). This is a regular, full-time position that offers a competitive salary range of $120,000 - $160,000 per year, depending on experience.

About BCIT

As one of Canada's largest and most renowned post-secondary institutions, BCIT provides world-class education and training in a wide range of fields. Our IT department is dedicated to delivering exceptional service to our faculty, staff, and students, and we're looking for a leader who can help us achieve our goals.

Job Description

The successful candidate will have a Bachelor's degree in computer science, information systems, business, or a related field, and 10 years' experience in IT and business/industry at progressive levels of responsibility. They will also hold ITIL certification and have expert knowledge of IT service delivery concepts, theories, practices, and techniques.

  • This role requires strong leadership skills and the ability to manage a cross-functional team of reporting leaders and specialists. The ideal candidate will be able to communicate effectively with stakeholders at all levels, from technical teams to senior executives.
  • They will also have excellent analytical and problem-solving skills, with the ability to identify opportunities for process improvement and develop effective solutions.
  • Apart from their technical expertise, the successful candidate will possess excellent interpersonal and communication skills, with the ability to build strong relationships with clients, colleagues, and vendors.
Key Responsibilities

The key responsibilities of this role include:

  • Developing and implementing client services strategies, plans, and policies, as well as driving out strategic initiatives to support the achievement of ITS client services goals.
  • Leading the client services portfolio, including asset fleet management, IT and enterprise service management, and problem management.
  • Providing strategic direction to client services, ensuring alignment with Institute needs and expectations, and identifying, specifying, designing, publishing, agreeing, and monitoring client services, service levels, and performance indicators.
  • Facilitating communication across ITS and with business partners and user communities, conducting regular user satisfaction/quality surveys, and directing the performance of the team to meet service standards and service level commitments.
Benefits

We offer a comprehensive benefits package, including:

  • A minimum of twenty-five days of vacation
  • Competitive employer-paid extended health and dental plan
  • Defined benefit pension plan with employer contributions
  • Flexible hybrid work arrangements available
  • Professional Development funds and resources
  • Access to most BCIT Flexible Learning courses free of charge
  • Wellness and Employee Assistance programs
  • Complimentary membership with free access to the Fitness Centre, Gymnasium, and more
About Working at BCIT

At BCIT, we value diversity and inclusion and are committed to creating a workplace that reflects the community we serve. We believe in providing a fair and equitable work environment and welcome applications from members of all groups experiencing barriers to equity. If you require accommodations during any part of the application or hiring process, please let us know so we can best support you.

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