Director, Client Services

1 month ago

Burnaby, Canada British Columbia Institute of Technology Full time

Position Summary

BCIT’s Information Technology Services department is seeking a regular, full time (1.0 FTE) Director, Client Services who will provide strategic direction to the delivery of customer-focused IT services to the Institute’s faculty, staff and students. Develops client services strategies, plans and policies, and drives out strategic initiatives that support achievement of service goals. Leads operational and tactical client services relationships across all user groups, and engages with the BCIT community to ensure day-to-day needs are understood and addressed. Acts as strategic advisor and collaborates with the AVP, ITS management team and business partners on IT client services matters. Duties & Responsibilities KEY ACCOUNTABILITIES:
Participates as a member of the AVP’s management team, providing input to development of ITS vision, and broad over-arching strategies and sharing responsibility for achievements and success. Develops strategies, plans, and policies, and drives out strategic initiatives that support achievement of ITS client services goals. Establishes the necessary standards, processes, tools and metrics to optimize client services. Acts as strategic advisor and collaborates with the AVP, ITS management team and business stakeholders on IT client services matters. Delivers reports, presentations and business cases on client services challenges, initiatives and achievements. Leads the client services portfolio, including asset fleet management, IT and enterprise service management (ServiceNow) and problem management; ensuring issues are proactively identified, analyzed and resolved, and action is taken to prevent recurring incidents. Provides strategic direction to client services portfolio, ensuring alignment with Institute needs and expectations. Includes identification, specification, design, publishing, agreement, and monitoring of client services, service levels and performance indicators. Ensures implementation and monitoring of client IT solutions and services is aligned with academic and business expectations and desired outcomes, and is accompanied by appropriate post-implementation support and staff training. Develops understanding of Institute’s environment and establishes partnerships with senior leaders across academic and service units to understand their business needs and mandates and builds consensus to transform delivery of client services. Facilitates communication across ITS and with business partners and user communities. Conducts regular user satisfaction/quality surveys for ITS. Directs the performance of the team to meet service standards and service level commitments. Develops escalation workflow for teams and clients. Manages operating budget for projects, ensuring optimal usage of technical and functional resources. Provides strategic oversight of system changes, including standard changes and emergency maintenance related to business processes, applications and infrastructure. Ensures fast, reliable change delivery while mitigating risk to stability of the changed environment. Provides strategic direction to service desk and incident management, ensuring processes facilitate timely response to user requests and effective resolution. Acts as strategic advocate for IT clients, ensuring user experience is optimized for accessing IT services and software. Oversees preparation of communications and guides to support user knowledge and understanding. Oversees software and application user testing process. Ensures the necessary framework is in place to support business use of applications; includes capability of first level support to address most issues on first contact. Provides tailored support to specific schools or business areas, including the development of support agreements, monitoring performance and conducting regular service reviews. Collaborates with sector peers, BCNET, vendors, and technology providers. Oversees vendor selection process on installation, maintenance and improvement of Infrastructure and Cloud services. Monitors vendor performance, contract compliance and risk mitigation. Collaborates with IT Cyber Security Office to ensure implementation of necessary monitoring capability and remediation of activities that would identify occurrence of a security event. Manages directly and indirectly reporting staff, overseeing and participating in selection, coaching, mentoring, development, performance management and all other people-management practices. Qualifications QUALIFICATIONS & REQUIREMENTS:
Bachelor’s degree in computer science, information systems, business or other related field. ITIL certification (preferably for service management, which implies ITIL Service Management Practitioner certification). 10 years’ experience in IT and business/industry at progressive levels of responsibility, involving leadership, management of cross-functional teams, and influencing key partners. An equivalent combination of education and experience may be considered. 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; includes familiarity with traditional IT practices and emerging methods such as DevOps. 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, establish rapport and persuade others. Strong leadership skills and ability to manage a cross-functional team of reporting leaders and specialists; ability to communicate a vision that inspires and motivates staff. Additional Information Benefits – Why you’d love working with us
Competitive pay Minimum of twenty-five days of vacation Competitive employer-paid extended health and dental plan – take a look at our benefit plans 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
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 RecruitmentAssistant@bcit.ca so we can best support you. Please note that all applications must be submitted via the careers page portal, email applications will not be accepted .
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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