Careers
BC Local Government Job Posting Service
Manager, Service Delivery
IT Services - Client Experience
Abbotsford
Application deadline: July 2, 2024
Job postings > Careers | UFV.ca (njoyn.com)
Job Number:J0524-1469
Status: Permanent
Open Positions: 1
Salary Scale: Exempt Staff Salary Scale, Band 11
Hours/Week: 35
Salary: $92,139.00 - $135,137.00/Year
Compensation Details: Compensation beyond the mid-point requires approval by the Public Sector Employers Council Secretariat (PSEC)
Position Description
Job Summary:
The Manager, Service Delivery Manager provides leadership and direction to the Service Desk and IT Service Management teams within the IT Services Department. The Manager enhances and implements service delivery processes and practices to ensure the UFV community receives high quality, consistent service. The Manager collaborates and consults with key stakeholders, including students, faculty, and staff, to define and meet service management goals. The Manager identifies and leverages opportunities to improve IT service delivery based on performance metrics, operational challenges, and emerging needs.
Key responsibilities include driving innovative technology support solutions through research and integrating best practices. Additionally, the Manager oversees staffing, capacity planning, service process design, performance analysis, and the development of proactive resolution and service fulfillment plans.
For more information, please see the Position Description link above.
Qualifications:
- Undergraduate degree with a technical or business focus or an equivalent combination of education and experience. Minimum of seven (7) years of relevant professional experience, with at least two years in a management role in IT Service Management or a related field.
- Demonstrated experience with an enterprise service management tool in a complex organization.
- Demonstrated experience successfully leading service revitalization and transformation, including the associated change management skills.
- Strong team leadership skills; experience leading in a unionized public sector experience is an asset.
- Possesses strong emotional intelligence and enthusiasm to effectively lead new initiatives, collaborate across administrative and academic units, and inspire a team of dedicated professionals.
- Excellent problem-solving skills while demonstrating excellent customer service.
- Strong work ethic, capable of independently managing workloads and using creative strategies to organize and prioritize tasks.
- Expertise in negotiating complex contracts and managing outsourcing service agreements, including design and tracking of Service Level Agreements (SLAs).
- Project management experience, such as a PMP or other project management certification, is an asset.
- Experience with ITIL or other IT Service Management best practices frameworks is an asset.
- Experience working with process improvement and project delivery best practices, tools, and techniques to ensure systems deployments enhance institutional business practices.
- Excellent communication skills with experience in leading consultation with business and academic units, working productively with diverse stakeholders and fostering transparency across the portfolio.
- Experience operating at strategic and tactical levels, demonstrating the aptitude of communicating clearly and effectively to upper management and all levels.
UFV Leadership Proficiencies
Create and implement plans - shape, align and execute the strategic priorities to meet student and community needs.
Lead change – Remain flexible, adjusting to changing circumstances and lead positive change by balancing innovation and calculated risk taking.
Cultivate collaborative relationships – Build effective working relationships internally and externally and collaborate to achieve mutually beneficial goals.
Inspire and develop talent - Invest in developing yourself, staff and faculty, effective teams, and our culture of excellence.
Make effective decisions - Make sound and timely decisions that benefit UFV in both straightforward and ambiguous circumstance.
Infuse Indigenization, Equity, Diversity, and Inclusion – Lead by example, valuing differing perspectives and backgrounds and promote equity, inclusion, and respect in a diverse environment.
About UFV:
The University of the Fraser Valley is located on the traditional territory of the Halq'eméylem-speaking peoples. We express our gratitude and respect for the honour of living and working in Stó:lo Tém:éxw (Stó:lo Land; Stó:lo World). In all that we do, UFV strives to support and honour the Stó:lo peoples goals of self-determination and well-being on these lands. A commitment to Indigenization and Reconciliation is core to our institutional Vision and Integrated Strategic Plan: IYAQAWTXW — which means House of Transformation. This commitment includes the goal of centering Indigenous ways of knowing throughout our organization, recognizing our responsibilities to community, and a multi-year plan to increase the number of Indigenous faculty, staff, and administrators working at UFV.
UFV has four campus locations within the beautiful Fraser Valley in British Columbia. Recognized as one of BC's top employers, UFV offers a combination of career and lifestyle benefits. Join a team of 1,400 passionate professionals who value integrity, inclusivity and excellence. At UFV, you will serve a vibrant community, and shape the future of 15,000 students.
Indigenization, equity, and diversity are essential to our work as a university. A diverse community fosters the inclusion of voices that have been historically underrepresented and marginalized. At UFV, we are committed to recruiting a diverse workforce that represents the community we proudly serve. We encourage applications from Indigenous peoples, members of groups that experience discrimination due to race, colour, place of origin, ancestry, and/or religion, persons who identify as women and 2SLGBTQ+, and persons with disabilities. We invite applicants to complete a confidential self-identification survey as part of the application process. All questions are voluntary, with an option to decline to answer. Information will be used to support efforts to broaden the diversity of the recruitment process, and results are not shared with the selection committee. Inquiries about the survey may be directed to [email protected]. Learn more about our commitment to diversity and inclusion.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. In an effort to be both environmentally and fiscally responsible, UFV will contact only candidates receiving an interview. We thank all applicants for considering UFV for employment. Shortlisted applicants may be required to undergo a criminal record check and/ or a verification of their education credentials.
UFV is committed to the principle of equity in employment.
Please note: you should receive a confirmation email once you have successfully applied to this position. If you do not, please contact the Njoyn Help Desk at [email protected] or 1-877-427-7717 Monday to Friday 8am to 8pm (EST).
Employment Length: Permanent
Education Requirement: Bachelor’s degree
Job Experience: 5 years or more
Rate: $92,139.00 to $135,137.00 Year
