Lead Specialist, IT Infrastructure Service Delivery

Job Number:

- J0725-1056
- Job Title:

- Lead Specialist, IT Infrastructure Service Delivery
- Job Type:

- Permanent FT Support
- Bargaining Unit:

- FT Support
- Location:

- Greater Toronto Area
- Pay Range:

- $49.88 - $57.79/Hour
- Pay Band:

- Support L
- Hours/Week:

- 40
- Shift Schedule:

- Monday - Friday, 8:00 am - 4:30 pm
- Date Posted:

- July 25, 2025
- Closing Date:

- August 1, 2025

We also recognize that Centennial is situated on the Treaty Lands of the Mississaugas of the Credit First Nation and pay tribute to their legacy as well as that of all First Peoples that have been and remain present here in Toronto. We recognize that First Peoples come from sovereign Nations and that part of understanding our responsibilities of residing on this territory are understanding the true history, circumstances and legacy of the Treaties signed here (such as the Toronto Purchase, Robinson-Huron Treaty and Williams Treaties) and including pre-contact Treaties and Agreements between sovereign Nations and that all peoples in this area are therefore Treaty people with obligations and responsibilities to all our relations.

**Position Summary**
Reporting to Associate Director, DevOps and Imaging, the Lead Specialist, IT Infrastructure Service Delivery is vital to the efficient and effective oversight and support of IT service delivery, and plays an important role in overseeing the nuanced transition and operations of IT services by utilizing technical expertise, advanced planning, and leadership abilities.

This role is instrumental in ensuring that IT infrastructure aligns with and propels the institution's goals amidst the rapidly evolving technological landscape while maintaining vendor relationships and compliance with operational standards and processes.

**Responsibilities**

Service Delivery Oversight and Coordination
- Leads the transition and operationalization of IT services, overseeing IT projects by utilizing project management methodologies for optimal outcomes and alignment with strategic goals.
- Oversees and coordinates infrastructure service delivery with an emphasis on lifecycle and performance.
- Implements and monitors ITIL-compliant service delivery processes, continually assessing service delivery effectiveness and efficiency; recommending appropriate improvements.
- Contributes to and implements change processes to minimize service disruptions for IT teams and clients/end users.
- Supports future planning and roadmap alignment by collaborating with IT teams; ensuring alignment with ITISD roadmap and frameworks.
- Monitors technology investments and budget allocations to ensure appropriate use of financial resources.
- Ensures that team and project resource allocations adhere to financial guidelines and constraints.
- Analyzes performance data to enhance service delivery and user satisfaction.

Team Leadership and Guidance
- Acts as the main point of contact for the Infrastructure Delivery Team, liaising with IT and management.
- Leads IT service delivery team by creating a collaborative environment with a focus on service orientation and innovation.
- Provides day-to-day functional guidance and advice to team members.
- Promotes and maintains operational standards and best practices within the team.
- Allocates and monitors project tasks within the team to ensure completion and meet standards and objectives.
- Serves as the first level of escalation within the team for issues
- Supports new hires by ensuring that appropriate resources are allocated to their onboarding, including training, peer assistance, technology, etc.

Continuous Improvement
- Contributes to enhancing quality and accessibility of IT services to ensure that services meet user needs effectively.
- Explores, researches, and integrates new technologies to enhance service delivery, advocating for innovative solutions that align with the College’s strategic vision.
- Facilitates conversation/collaboration between stakeholders and departments to obtain feedback, integrate into strategic planning, and refine and evolve IT services.
- Upholds IT security and privacy practices according to educational standards and regulations.

Stakeholder Engagement and Vendor Relationships
- Maintains clear, effective, and ongoing communication with stakeholders and vendors, translating technical information related to infrastructure service delivery.
- Develops reports for stakeholders and College leadership to update on project status, recommend alternatives/improvements, and evaluate outcomes.

**Qualifications/Experience**
- Bachelor’s degree in a field related to Computer or Information Technology; or an equivalent combination of relevant education and practical experience. Designation or certification related to Computer Science is preferred.
- Courses or coursework in Project Management, Asset Management, and/or Image Development; or demonstrated equivalent practical experience is required.
- Demonstrated experience in effectivel