Manager, Strategic Operations and IT Projects

University of Toronto; Toronto; On-site; CAD 104,000 - 123,000; Full time

Job summary

The University of Toronto seeks a dedicated Manager for Strategic Operations and IT Projects within the Ontario Institute for Studies in Education. This pivotal role involves leadership in technology service delivery and project management, aiming to enhance innovation and operational efficiency in education. Candidates should possess a post graduate degree and extensive management experience in IT within an academic setting.

Qualifications

• Minimum five years of people management/leadership experience.
• Proven experience in leading IT client services, particularly in a university environment.

Responsibilities

• Provide leadership and technical expertise in IT service delivery and project management.
• Establish service level expectations and focus on continual improvement.
• Responsible for communications related to service outages and updates.

Skills

Leadership

Project Management

Problem Solving

Interpersonal Skills

Customer Service Orientation

Education

Post graduate degree in computer science, information systems, MBA

Tools

IT Service Management frameworks (ITIL, COBIT)

Job description

Date Posted: 06/23/2025
Req ID:43762
Faculty/Division: Ontario Institute for Studies in Education
Department: Education Commons
Campus: St. George (Downtown Toronto)

Description:

Canada’s only publicly funded all-graduate institute of teaching, learning and research in the field of education, OISE is recognized internationally as a leader in graduate education, initial and continuing teacher education, and research in education and human development. OISE is an integral part of the tri-campus University of Toronto—Canada’s most comprehensive institution of higher learning; consistently ranked as the #1 educational institution in Canada, as well as among the top universities in the world. Our continued placement as one of the world’s top educational institutions signifies our commitment to leave a lasting impact on the field. OISE is committed to enhancing the social, economic, political and cultural well-being of individuals and communities locally, nationally and globally through leadership in teaching, research and advocacy. A unique place to work, learn and grow, OISE addresses current and emerging challenges with the scale, academic excellence and collaborative energy that few institutions in the world can claim.

At the heart of OISE's commitment to fostering innovation and excellence is the Education Commons. The Education Commons is integral to the success of the institute's academic and research programs, providing cutting-edge technological environments and information systems. Through collaboration with major research and development initiatives, the Education Commons designs, implements, and evaluates transformative digital tools and spaces that empower faculty, students, and researchers. By integrating advanced technologies with educational practices, the Education Commons ensures that OISE remains at the forefront of educational innovation and leadership. The Education Commons will provide, in collaboration with major research and development initiatives where appropriate, the iterative design, implementation and evaluation of technological environments and information space in which the academic and research programs of OISE are carried out.

YOUR OPPORTUNITY:

Under the general direction of the Director, Education Commons, the Manager, Strategic Operations and IT Projects provides leadership and technical expertise in the area of IT service delivery, process optimization, IT event management, day to day operations and IT project management

As a hands-on technical Manager, the incumbent will provide technical guidance in the matters of end point management and administration, delivery of IT services and IT project management. Specifically, this role is responsible for establishing the service level expectations for all IT services that are delivered to OISE community with a focus on continual improvement, based on service metrics, KPIs and OISE community engagement. The incumbent is also responsible for communications as it relates to service outages, new services or updates to them, including functionality changes. Including promotion of training and workshops and leading business analysis and project management. This role is responsible for transitioning projects into operations and ensuring continuity of newly established service.

This role will function in a highly matrixed environment where significant levels of collaboration and strong cooperation is achieved outside of the formal reporting lines while producing desired departmental outcomes withing the strategic framework.

QUALIFICATIONS:

EDUCATION:

A post graduate degree in the field of computer science, information systems, MBA or an equivalent combination of education and experience field or an equivalent combination of education and experience.

EXPERIENCE :

Minimum five years of people management/leadership experience. Proven experience in leading IT client services, audio visual areas of information technology. Expertise in integrating technologies and methodologies to suit and enhance technology in a University environment; Experience working in a shared services environment.

SKILLS:

• Highly knowledgeable in the teaching, learning, and research functions within a higher education context.
• Demonstrated knowledge of existing and emerging information systems technology.
• Excellent knowledge of IT Service Management frameworks (ITIL and COBIT)
• Demonstrated leadership, managerial, coaching, mentoring and team-building skills
• Experience managing in a unionized environment.
• Demonstrated strong project management skills and ability to prioritize workload, multi-task, manage multiple priorities, as well as deal with unexpected emergencies as they arise
• Effective problem-solving/troubleshooting skill
• Excellent ability to deal effectively with people at all levels and constituencies within OISE, the University, and in the education community
• Strong operational excellence mindset
• Demonstrated effective leadership in change management
• Demonstrated skills in budget management and generating revenue in an academic setting
• Superior oral, written, interpersonal and organizational skills
• Strong customer service orientation
• Ability to work collaboratively and manage conflict
• Ability to make difficult decisions.

OTHER:

• Ability to drive change and build capabilities that effectively balance the needs between continuously exploiting capabilities to optimize operational efficiency and delivering innovative and agile IT services and solutions
• Proven ability to exercise sound judgment, tact, diplomacy and persuasion
• Public sector strategic vendor and partner relationship management
• Strong negotiation skills and superior ability to instill confidence in external and internal constituencies that their IT administrative needs will be met
• Demonstrated excellent leadership and interpersonal skills
• Ability to work well under pressure and competing demands
• Ability to work independently and as part of the leadership team

Closing Date:07/03/2025,11:59PM ET
Employee Group: Salaried
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:PM 4 -- Hiring Zone: $104,818 - $122,290 -- Broadband Salary Range: $104,818 - $174,698
Job Category: Administrative / Managerial