IT Customer Success Manager - Information Technologies

University of Calgary; Calgary; On-site; CAD 95,000 - 125,000; Full time

Job summary

The University of Calgary is seeking a Full-time Limited Term IT Customer Success Manager to lead a team of computer support technicians and to serve as the primary liaison for faculties and IT business relationships. The role supports the Ahead of Tomorrow strategy and requires coordinating across IT and university partners to ensure reliable, secure, and cost-effective services.

Reporting to the Director, Customer Technology, the incumbent will manage complex programs and budgets, mentor

Qualifications

• Bachelor degree in computer science/information systems or equivalent.
• 5–7 years IT work experience including managing teams focused on customer service and business relationships.
• Completion of sponsored leadership training or equivalent to support influencing and facilitation.

Responsibilities

• Demonstrate a strong focus on customer service and meeting customer expectations for services.
• Coordinate across university partners, IT service owners, technical teams, process managers and project teams.
• Lead and mentor staff ensuring ongoing growth and development.
• Work with processes and metrics to ensure delivery and continuous improvement.
• Manage budgets for programs, services and assets.
• Escalate and manage incidents to keeps customers informed of status.

Skills

Customer service

Team leadership

Communication

Incident management

Change management

Project management

Business relationship management

Education

Bachelor's Degree in Computer Science or related

Job description

The Information Technologies is currently seeking a Full-time Limited Term IT Customer Success Manager for approximately 24 months. The University of Calgary is Canada leading next-generation university a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation most enterprising city, the university is making tremendous progress on its Ahead of Tomorrow strategy grounded in innovative learning and teaching and fully integrated with the community it both serves and leads.

As an integral function within the institutional service portfolio, Information Technologies (IT) provides enterprise technology services that support learning, teaching, research, and administration. Technology plays a dual role in the academy: it must be reliable, secure, and cost effective, while also enabling innovation, discovery, and academic excellence. For more information, visit https://it.ucalgary.ca/

This position reports to the Director, Customer Technology, and is responsible for managing a team of computer support technicians and serves as the first point of contact for faculties and IT business relationship matters. embedded within specific areas of the University. While the role does not require shift work, it is expected that the incumbent will engage in evening, early-morning or weekend activities as required from time to time to address project and service demands.

Summary of Key Responsibilities

(job functions include but are not limited to):

• Demonstrate a strong focus on customer service and on meeting the needs of customers in line with their expectations for services.
• Coordinate across University partners, IT service owners, technical teams, process managers and project teams to clarify ownership, resolve service dependencies, manage competing priorities and achieve coordinated outcomes.
• Demonstrate an ability to lead and mentor staff ensuring their continuing growth and development.
• Demonstrate an ability to work within a process and with the metrics produced by that process to ensure ongoing service delivery and improvement.
• Demonstrate an ability to work closely with other delivery units both internal and external to IT to ensure that we are collectively able to meet the expectations of our customers.
• Demonstrate ability to effectively take ownership of high level and complex programs, services, and assets.
• Ensure that budgets for programs, services, and assets are effectively and prudently managed.
• Ensure that a learning environment exists within the unit that can adapt to change.
• Ensure that incidents that are outside of the expected service levels of the customers are effectively escalated and managed to ensure that customers and management are informed of status and comfortable that appropriate steps to resolution are being taken.
• Demonstrate the ability to actively participate in an Incident Review after the fact to ensure that learnings for future service improvements are extracted.
• Stay current on technology trends and directions.

• Takes action to ensure that:
• All incidents are logged in the tracking systems and are dealt with in accordance with service level expectations.
• Timely reports on performance are produced and provided to Management and Directors
• All incidents received by the team are taken to resolution.
• Adequate details are recorded on each incident in the tracking system.
• Service procedures are documented for staff and users.
• The deskside team is adequately staffed
• Demonstrates leadership in researching and recommending improvements to the computer support tool set.

• Lead the qualification and shaping of technology demand from University partners by clarifying business outcomes, identifying requirements and dependencies, assessing organizational readiness, and connecting requests to the appropriate service, governance, procurement or project pathway.
• Translate complex technical concepts into customer-focused language when engaging with University partners.
• Act as conduit for IT imitative/project intake from University partners
• Actively markets and promotes the services of Information Technologies.
• Works continuously towards the Information Technology team vision to develop and promote a campus wide integrated service delivery.
• Works closely with other teams to ensure best in class customer service that meets the needs of University of Calgary customers.
• Demonstrates strong leadership in showing friendly, complete customer service and support always in all situations
• Expresses a high level of understanding of the requirements of administrative staff, academic staff, researchers, and students.
• Establishes rapport with clients and counterparts internal and external to Information Technologies and the University.
• The Manager develops ongoing processes to ensure improvements to the practices and procedures.
• Work closely with support groups and the process managers (Incident, Problem and Change) to ensure that the team processes and activities integrate with their responsibilities.

Qualifications / Requirements

• Bachelor Degree required preferably in Computer Science, Information Systems, or an equivalent combination of education, skills, and experience. Have 5-7 years of IT work experience including managing team(s) responsible for customer service and/or business relationship management. Completion of sponsored leadership training, equivalent training and experience to ensure influencing and facilitation skills.
• Assets:
• Knowledge and experience in the ITIL Service Support methodology
• Working knowledge and skills of incident management, change management, incident control and communication are required.
• A broad understanding of information systems enabling technologies.
• Knowledge and conceptual troubleshooting skills in a variety of hardware, software, and systems integration.
• Experience managing lifecycle and procurement processes related to hardware, software and services.
• Knowledge of university core business systems, knowledge of the applications used in teaching and learning and an excellent understanding of the culture, structure, and operation of a university environment

• Demonstrate sensitivity to the needs and requirements of students, faculty, and staff particularly during high stress periods.
• Experience applying project management procedures and implementation strategies.
• Excellent written and verbal communication skills are required
• Must be able to work independently and as part of a team
• This position must have the ability and desire to continuously develop skills to meet the requirements of the job.
• Experience with business relationship development and management
• The ability to handle multiple tasks simultaneously is essential.
• Business analysis skills in the IT domain an asset

Application Deadline: September 28, 2026

This position is classified in the Management Career Band, Level M2 of the Management and Professional Staff Career Framework.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website.

About The University Of Calgary

UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy ii' taa'poh'to'p committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

The university's commitment to the Indigenous Strategy is evident through the oversight of 18 Elders serving on the Circle of Advisors and the many unit-based circles working towards implementation of the strategy including the Faculty Advisory Circle and teams such as the Office of Indigenous Engagement, the Writing Symbols Lodge, and the Indigenous Research Support Team. Many Indigenous-based events and processes are impacting curriculum, programming and polices at the University of Calgary.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Institutional Commitments ([email protected]) and requests for accommodations can be sent to People & Culture ([email protected]).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.